Audience Services

{
  "awards": [
    {
      "id": "019138-2025-1",
      "relatedLots": [
        "1"
      ],
      "status": "active",
      "suppliers": [
        {
          "id": "GB-FTS-44329",
          "name": "Serco Limited"
        }
      ],
      "title": "Audience Services"
    }
  ],
  "bids": {
    "statistics": [
      {
        "id": "3",
        "measure": "bids",
        "relatedLot": "1",
        "value": 3
      },
      {
        "id": "4",
        "measure": "electronicBids",
        "relatedLot": "1",
        "value": 3
      }
    ]
  },
  "buyer": {
    "id": "GB-FTS-3323",
    "name": "The British Broadcasting Corporation (BBC)"
  },
  "contracts": [
    {
      "awardID": "019138-2025-1",
      "dateSigned": "2025-04-08T00:00:00+01:00",
      "id": "019138-2025-1",
      "status": "active",
      "title": "Audience Services",
      "value": {
        "amount": 40600000.0,
        "currency": "GBP"
      }
    }
  ],
  "date": "2025-05-06T14:53:49+01:00",
  "description": "In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders. However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document.",
  "id": "019138-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-04453f",
  "parties": [
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "W1A 1AA",
        "region": "UK",
        "streetAddress": "Broadcasting House, Portland Place"
      },
      "contactPoint": {
        "email": "jonathan.palfreeman@bbc.co.uk",
        "faxNumber": "+44 1234567890",
        "telephone": "+44 1234567890"
      },
      "details": {
        "buyerProfile": "https://bbc.bravosolution.co.uk/",
        "classifications": [
          {
            "description": "Body governed by public law",
            "id": "BODY_PUBLIC",
            "scheme": "TED_CA_TYPE"
          },
          {
            "description": "Broadcasting",
            "scheme": "COFOG"
          }
        ],
        "url": "http://www.bbc.co.uk/supplying/"
      },
      "id": "GB-FTS-3323",
      "identifier": {
        "legalName": "The British Broadcasting Corporation (BBC)"
      },
      "name": "The British Broadcasting Corporation (BBC)",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "Hook",
        "region": "UK"
      },
      "details": {
        "scale": "large"
      },
      "id": "GB-FTS-44329",
      "identifier": {
        "legalName": "Serco Limited"
      },
      "name": "Serco Limited",
      "roles": [
        "supplier"
      ]
    },
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "EC4A 1NL",
        "streetAddress": "Rolls Building, 7 Rolls Building, Fetter Lane"
      },
      "id": "GB-FTS-2538",
      "identifier": {
        "legalName": "Business and Property Courts of England and Wales \u2013 TCC"
      },
      "name": "Business and Property Courts of England and Wales \u2013 TCC",
      "roles": [
        "reviewBody"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "classification": {
      "description": "Customer services",
      "id": "79342300",
      "scheme": "CPV"
    },
    "coveredBy": [
      "GPA"
    ],
    "description": "The BBC has procured customer management services to support a broad range of services including:\n\u2022 Handling editorial and non-editorial complaints\n\u2022 Responding to enquiries\n\u2022 Managing comments \u0026 appreciations\n\u2022 Technical support for iPlayer, Sounds, BBC Account\n\u2022 Reception Advice\n\u2022 BBC Action Lines\n\u2022 BBC Charitable Appeals \u0026 Donations collections (Lifeline \u0026 Radio 4)\n\u2022 Artist mail\n\u2022 Ticketing for BBC shows\n\u2022 \u0027Take Part\u0027 in a show\n\u2022 BBC Switchboard\nThe BBC has a mission to act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which continue to inform, educate and entertain. Audience Services supports this by continuing to put our audiences at the heart of our operation, providing them exceptional service, irrespective of channel. We engage them with respect and understanding and work to build audience loyalty to the BBC and the Licence Fee.",
    "id": "PROC 2024 01 JP",
    "items": [
      {
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "55",
              "name": "Merit Score",
              "type": "quality"
            },
            {
              "description": "45",
              "name": "Whole Life Cost Score",
              "type": "cost"
            }
          ]
        },
        "description": "The over-riding objective of the procurement was to enhance the service offering whilst maintaining the high quality of the services enjoyed by audiences today. Potential efficiency opportunities were assessed for all service lines, in particular how the introduction of new technologies such as AI can augment case handling making our skilled agents even more efficient and effective. We also want to make better use of the rich data we compile to help us drive audience insights across the BBC. \nExamples of potential use cases already identified include:\n\u2022 Sifting and grouping contacts which relate to the same issue, which can be handled via bulk responses\n\u2022 Drawing from our Knowledge database to draft responses for agents to review\n\u2022 Increasing audience self-service via dynamic FAQ surfaced using Chatbot\nWe made use of the negotiation phase of this procurement to work with bidders to really develop this thinking and ensure we deliver the best operating model possible for the next generation of Audience Services. The procurement has awarded the contract to a single supplier to provide a seamless end-to-end service to audiences in conjunction with the BBC team.",
        "hasOptions": true,
        "id": "1",
        "options": {
          "description": "The BBC has entered into a contract to allow for a 12-month transition period, to Service Commencement on 16th April 2026. The service provision has an initial term of five years ending on 31st March 2031. The Contract may be extended, at the BBC\u2019s discretion, by up to 36 months. This means that the maximum length of the service provision could be 8 years. The total value includes all maximum, potential extensions to the contract."
        },
        "status": "cancelled"
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive procedure with negotiation",
    "reviewDetails": "As stated in the Public Contracts Regulations 2015. The applicable review time limits shall be as stated in Regulations 92 and 93 Public Contracts Regulations 2015.",
    "status": "complete",
    "title": "Audience Services"
  }
}