# Customer Engagement Centre Modification Notice

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

## Key facts

- Public buyer: [Department for Education](/buyers/department-for-education/contract-awards)
- Contract winner: [Arvato Limited](/contract-winners/arvato/public-sector-contract-awards)
- Award value: £58,323,350
- Tender value: £58,323,350
- Award date: 19 December 2025
- Published: 6 January 2026
- Contract start: 17 August 2026
- Contract end: 16 August 2028
- Stage: awarded
- Procurement category: services
- Notice ID: 0b9a332c-0000-4ac5-9dec-f8541d6828e2-878055
- OCID: ocds-b5fd17-ae81683d-22cf-41e5-8e70-5a9c48151281

## Description

Continuation of the contract through utilisation of the provisioned optional contract extension\. This is a contract modification notice of the original contract https://www\.contractsfinder\.service\.gov\.uk/Notice/e138d78b-adbe-425d-bebf-43c75eaddfe4 Original contract description: The Department for Education \(DfE\) acting through the Education and Skills Funding Agency \(ESFA\) has awarded a single supplier contract to deliver the Customer Engagement Centre Service \(CEC\)\. The service shall provide a digital-first, Omni-Channel model designed around User needs, delivered through a responsive, agile and flexible CEC Supplier\. The service shall provide consolidated customer interactions, develop a common approach to customer experience and streamline delivery making best use of modern technologies while capitalising on development within the industry\. The service provider will act as a 'Strategic Partner' to the Department, operating dynamically for the duration of the Call Off Contract Period, working collaboratively to deliver on changing operational objectives and strategic priorities\. Additional information: We are asking for a time extension of 24 months, and to exercise the full contract spend, under Public Sector Regulations 72, which states: 72\.\(1\) Contracts and framework agreements may be modified without a new procurement procedure in accordance with this Part in any of the following cases: \(a\)where the modifications, irrespective of their monetary value, have been provided for in the initial procurement documents in clear, precise and unequivocal review clauses, which may include price revision clauses or options, provided that such clauses- Extension provisions were built into this contract \(i\)state the scope and nature of possible modifications or options as well as the conditions under which they may be used, and \(ii\)do not provide for modifications or options that would alter the overall nature of the contract or the framework agreement; THERE WILL BE NO CHANGE OF SCOPE TO THE ORIGINAL CONTRACT AND ALL ORIGINAL TERMS AND CONDITIONS WILL REMAIN THE SAME\.

## Related contract awards

- [User Research Data Analysis Tool 2026-2028](/contracts/ocds-b5fd17-46ca1686-7613-47db-a922-cbe2568d6334): Department for Education
- [Best Start Family Hubs Evaluation](/contracts/ocds-b5fd17-cecef360-c326-4f42-b6cc-217c2114b0e9): Department for Education
- [Smartphone Randomised Controlled Trial \(Con\_32148\)](/contracts/ocds-b5fd17-3968151b-d09a-43c5-97f6-b4d73551c17d): Department for Education
- [The Provision of Commercial Finance FVRA Service for Crown Commercial Service](/contracts/ocds-b5fd17-d17d054c-8886-438d-8c73-86c7c7b15322): Crown Commercial Service
- [Provision of Legacy ICT & Migration Services](/contracts/ocds-b5fd17-6b728a1c-4746-4061-a5b3-9a343e62d84e): H M Revenue & Customs
- [Provision of BACS and Cheque Payment Services](/contracts/ocds-b5fd17-93fa9ee4-2426-4435-aa3f-6d124f20a629): CPS

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/0b9a332c-0000-4ac5-9dec-f8541d6828e2-878055)