# Helpdesk Function

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [HS2](/buyers/hs2/contract-awards)
- Contract winner: Sitel UK Limited
- Award value: £6,800,200
- Tender value: £6,800,200
- Award date: 3 November 2022
- Published: 27 January 2023
- Contract start: 4 February 2023
- Contract end: 3 February 2027
- Stage: awarded
- Procurement category: services
- Notice ID: 8b99949b-3d10-4dab-8f99-83c1b091fe7c-609609
- OCID: ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d

## Description

Contract award of the Helpdesk Function service, which manages all enquiries and complaints received by HS2 Ltd with the utmost compassion and empathy by providing clear, timely and accurate interactions with stakeholders\. The service operates a 24-hour 365-day Public Helpdesk and Enquiries Centre and manages all related enquiries, acting as a first point of contact and as public facing representatives\. The contract was awarded using the Crown Commercial Services Outsourced Contact Centre and Business Services framework agreement \(RM6181 - Lot 1\)\.

## Related contract awards

- [LAN WIFI & SD-WAN Managed Services](/contracts/ocds-b5fd17-0fb25ed1-e86b-4e68-9295-60661f58d2c0): HS2
- [Commercial Assurance Services 2025](/contracts/ocds-b5fd17-78b9e821-121d-4931-91eb-727446b43286): HS2
- [Stakeholder mapping and engagement to support HS2 Reset communications and engagement](/contracts/ocds-b5fd17-34049533-3d3c-4721-8338-19232f319414): HS2
- [Admin surge support service](/contracts/ocds-b5fd17-65091d5d-c056-4ed3-a56c-42e957c6fa38): Home Office
- [Provision of Health Measure at the Border COVID Helpline](/contracts/ocds-b5fd17-11f2d960-1f6f-4b26-9d83-dcf9a8baf84e): Crown Commercial Service
- [CON 21-254 Contingency Resource](/contracts/ocds-b5fd17-f73e1354-0a24-415e-8913-ab7a19bc3322): THE FINANCIAL CONDUCT AUTHORITY

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/8b99949b-3d10-4dab-8f99-83c1b091fe7c-609609)