Tender Summary

Audience Services

Buying Organisation

The British Broadcasting Corporation (BBC)

Contract Value

£47,920,000

Tender Description

The BBC is looking to procure customer management services to support a broad range of services including:
Handling editorial and non-editorial complaints
Responding to enquiries
Managing comments & appreciations
Technical support for iPlayer, Sounds, BBC Account
Reception Advice
BBC Action Lines
BBC Charitable Appeals & Donations collections (Lifeline & Radio 4)
Artist mail
Ticketing for BBC shows
Take Part in a show
BBC Switchboard
The 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.
Our strategic objectives are to:
- Manage the front door to the BBC, ensuring that audience members are heard, driving a seamless experience across the customer engagement
- Unlock innovation to future proof the service, leveraging technology where it adds value and enables the customer journey
- Uphold brand reputation by engaging with audience members in a respectful manner, building trust and demonstrating BBC values
- Amplify the value of the service and audience sentiment by cascading insights to help inform editorial and operational decision making
Any new solution or technology employed must enhance and improve our ability to handle all contacts in a consistent, timely and appropriate way. This includes issues which are serious, complex or may potentially pose reputational damage.
Our approach is to reprocure the current service scope, excluding the hosting of our Customer Relationship Management System (which will be migrated across to the BBCs Azure tenancy ahead of contract award) but including requirements to manage the BBCs Switchboard. The new contract will aim to make provision for change, including scope expansion elements (e.g. increased use of social media) that complement the existing service stack, and align ourselves to key BBC objectives, in particular Digital First.
Before you are able to register your interest in this PQQ via the Jaggaer portal, you must please send a signed copy of the NDA to jonathan.palfreeman@bbc.co.uk and elaine.gannuny@bbc.co.uk. This can be found under the 'Opportunity Listing' at https://www.bbc.co.uk/supplying/opportunities and clicking on 'View Current Opportunities'.

Tender categories (products & services required)

Customer services (CPV 79342300)
Tickets (CPV 22459000)
Telephone switchboard services (CPV 64214200)

Region

United Kingdom (UK)

Buyer Information