The BBC published a notice on 20 October 2008 in the Official Journal of the European Union (OJEU). This is the first step in the process to establish a new contract for the provision of Audience Services at the BBC. The BBC’s existing agreement with Capita expires next year and the contract must be put out to tender under EU procurement rules.
The BBC is looking for a service partner with drive and creativity to build on the success of Audience Services over the last 10 years. The contract is central to the BBC’s relationship with the licence-fee payers. Audience Services handles complaints, comments and enquiries through phone calls, emails, SMS and letters. It organises Action Lines for issue-related programmes and provides audiences and ticketing for audience shows and tours of BBC buildings across the country.
Enquiries associated with online services such as BBC iPlayer are handled through self-service systems. It also provides daily feedback to the BBC from viewers and listeners about how audiences are reacting to programmes – a role at the editorial heart of the corporation.
The new contract will be awarded in 2009. Please refer to the OJEU notice for details of the application process.