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Following a competitive tendering process which began in March last year, the BBC has chosen to Serco to replace long-time incumbent Capita as the provider of BBC Audience Services in a five-year deal (with the option to extend for three one-year periods) – worth c. £40m, if all options are exercised. It’s a significant win for Serco, which reported declining revenue (though improved profitability) in FY24 – see Serco improves profits on declining revenue.
Capita has run the services for 25 years (the contract was last up for grabs in 2018, when the company won a further renewal)... and a lot’s changed in customer services delivery over that time.
Though the new contract with Serco, due to begin in 2026 (after a “12-month transition period”), still highlights the same broad needs that there have always been – answering queries from the public on programmes and services, managing the initial stage of the BBC’s complaints process, taking donations, attracting audiences to studio recordings and for participation in shows, capturing audience feedback, tech support for iPlayer, artist mail, etc. – Serco have indicated that they’re looking to “introduce new ways for audiences to interact with the broadcaster”.
The tender invited suppliers to help the BBC assess how AI might enhance audience services and drive efficiencies (for instance, sifting and sorting contacts on the same issue, drafting responses, and FAQ chatbots). The corporation is also looking to make better use of the rich data these audience interactions provide, to drive better insights. Any and all of this will also require close working with the Beeb’s long-term Technology Services partner, Atos.
With phone lines still remaining the traditional way for many to contact Auntie, licence payers will await news on how (more) digital the BBC’s front door will become… and how swiftly.
Posted by: Craig Wentworth at 10:01
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contract
CX