HGS has secured a place on a new Government framework established to govern the procurement of contact centre services by government and public sector bodies.  The Creative Solutions Execution and Related Services Framework, introduced by the Government Procurement Service (GPS), will make it easier and quicker for public sector organisations, including central government departments, local government, health, education, not-for-profit and devolved administrations to procure effective, value-for-money contact centre services.

HGS is one of only four contact centre providers that have been awarded a Framework Agreement.  Other awarded an agreement are Serco Group, Teleperformance and Sitel. The framework replaces several frameworks previously operated by the Central Office for Information (COI), is fully EU compliant and allows public sector organisations to access services in a timely and cost effective manner.   Because all of the companies on the framework have been rigorously vetted by GPS, public sector bodies can buy with confidence and reduce the administrative burden and cost associated with their procurement exercises.


By procuring from companies on the GPS framework, public sector bodies will be able to reduce significantly the time and cost involved in procurement.  This is because important due diligence has already been carried out by GPS and contractual terms and conditions agreed in advance.  GPS also monitors the ongoing performance of listed suppliers, providing additional security for buying organisations.


HGS’ inclusion in the list follows a year-long competitive tender process, which included stringent benchmarking and quality control exercises.   Rob Irons, Director of Public Sector Services for HGS, comments; “Government and public sector clients can buy from us with confidence, knowing that our capability and performance have been validated by GPS. It is testament to our proven ability to provide the cutting-edge technical infrastructure and security compliant processes that public sector clients depend upon.  We will continue to work closely with GPS to ensure a smooth procurement process for every organisation that uses the framework.”


HGS has provided services to public sector organisations for the past 10 years.  Its clients include the Department of Innovation & Skills, the Department of Energy and Climate Change, The Foreign & Commonwealth Office, The Identity & Passport Service and the NHS.  HGS was also Official Provider of Contact Centre Services to the 2012 Olympic Games.


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