Outsourced Services
Framework Description
Outsourced Services (RM6295) is a framework, closed to new applications, from the Government Commercial Agency (GCA, formerly Crown Commercial Service), and its first agreement let under the Procurement Act 2023. It covers outsourced citizen experience and business process services across two lots. The framework runs for four years from 2 October 2025 to 1 October 2029, with no extension, and recommends call-off terms of up to seven years.
Context & Use Case
Central government departments, arm's length bodies, devolved administrations, the wider public sector and third sector organisations use RM6295 to outsource contact centre and back office work. Services combine people and technology, including robotic process automation and AI, and add surge capacity and transformation advice. Long call-offs make each award a significant multi-year contract.
Scope of Services
Lot 1: Citizen experience, including inbound and outbound contact centre handling Lot 2: Business services, including process administration and workflow support Payroll and financial administration HR and procurement processes Surge capacity services Transformation advisory services
Lots
Lot 1: Citizen Experience; Lot 2: Business Services
Who Can Apply
Membership of RM6295 is fixed until re-tender, so contact centre and business process outsourcing providers not appointed cannot join before October 2029. Smaller firms may find subcontracting with an appointed supplier the quickest route in.
Buyer Benefits
Buyers can outsource front-office contact and back-office processing through one agreement, with lots that keep the two separate or let them buy both. Services blend people with automation and AI, surge capacity covers peaks such as new schemes, and recommended call-off terms of up to seven years suit long transformation programmes.
Next Steps
Appointed suppliers should prepare reusable material on mobilisation, automation, service levels and surge capacity for lot 1 and lot 2 competitions. Others should follow the GCA page for RM6295 and GCA's upcoming agreements for future procurements, and consider partnering with appointed suppliers on upcoming call-offs.
How Athena Can Help
Call-offs under RM6295 can run for up to seven years, so each one deserves a full bid effort. Athena's bid management for outsourcing contracts plans the response, builds win themes on automation and citizen outcomes, and prices the mix of people and technology to win.
Firms outside the framework can use our framework pipeline review to find open routes, and our Procurement Act 2023 bid support for tenders run outside it.
