Government Contact Centre Services

Clearanswer is an approved supplier on the Government Commercial Agency's RM6295 Outsourced Services framework, Lot 1: Citizen Experience. UK-based citizen contact services, delivered from Hull, Leeds and Middlesbrough.

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A trusted UK contact centre partner for public sector service delivery

Public sector contact is often complex, sensitive and high-volume. Citizens need clear answers, timely support and confidence that their information is handled securely.

Clearanswer combines UK-based contact centre delivery with operational experience, data-led performance management and a people-first culture. Our services are designed to help public sector organisations improve service accessibility, manage demand, support transformation and deliver consistent citizen experiences across voice and digital channels.

As an approved supplier on RM6295 Lot 1, Clearanswer can support buyers looking for a capable, UK-based partner for outsourced citizen experience services.

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About RM6295 Lot 1: Citizen Experience

RM6295 Outsourced Services is the Government Commercial Agency framework for organisations looking to outsource contact centre solutions, citizen experience services and business process activity. The framework is available to central government departments, arm’s length bodies, devolved administrations, the wider public sector and third sector organisations.

Lot 1: Citizen Experience is focused on contact centre solutions and process administration services, including full inbound and outbound contact handling, workflow support and operational activity delivered by human agents and digital tools.

Clearanswer is listed as an approved supplier under Lot 1: Citizen Experience.

Framework at a glance

RM6295 is the first GCA agreement let under the Procurement Act 2023, giving buyers flexible routes to contract including direct award. Full details, schedules and buyer guidance are available on the official RM6295 agreement page.

You can verify Clearanswer's supplier status on the Lot 1 supplier list.

  
  AgreementRM6295 Outsourced Services
LotLot 1: Citizen Experience
Managed byGovernment Commercial Agency (formerly Crown Commercial Service)
Framework start2 October 2025
Framework expiry1 October 2029
RegulationProcurement Act 2023
Call-off termsNo minimum length, with call-off contracts of up to 7 years recommended by the GCA
Buying routesFurther competition, or award without competition (direct award)
Eligible buyersCentral government departments, arm's length bodies, devolved administrations, the wider public sector and third sector organisations

How Clearanswer can support public sector organisations

Clearanswer can support public sector and third sector organisations with flexible, UK-based citizen experience services, including:

Responsive, empathetic support for enquiries, applications, service updates, appointments, payments, complaints and general assistance.
Structured outbound calling for follow-ups, appointment reminders, service updates, customer engagement, verification activity and proactive support.
Customer contact across voice, email, web chat, messaging and social channels, helping citizens access support in the way that works best for them.
Back-office support linked to citizen-facing services, helping reduce backlogs, improve accuracy and keep frontline teams focused on resolution.
Scalable support for seasonal demand, policy changes, campaigns, service disruption or unexpected increases in contact volumes.
Operational reporting, quality monitoring and interaction analysis to help improve service performance, reduce avoidable contact and strengthen citizen outcomes.

Why choose Clearanswer?

UK-only delivery centres

Clearanswer delivers customer experience outsourcing entirely within the UK, with around 2,000 UK associates across three contact centres in Hull, Leeds and Middlesbrough.

Human-centred service delivery

Public sector contact requires empathy, clarity and consistency. Our teams are trained to represent each service carefully, helping citizens feel listened to, supported and guided through the right next step.

Built for scale and flexibility

We support millions of interactions every month and can scale teams around changing demand, seasonal peaks and campaign activity.

Operational insight & outcomes

Clearanswer uses real operational data, performance reporting and continuous improvement to identify demand drivers, reduce friction and improve the quality and efficiency of citizen contact.

Security by design

Security is embedded into Clearanswer’s operations, with recognised certifications and assurances including ISO/IEC 27001, Cyber Essentials Plus, PCI DSS compliance, ISO 22301, ISO 50001 and UK GDPR.

A true extension of your team

We work as an operational partner, aligning training, tone of voice, processes, reporting and escalation routes around each client’s service objectives.

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Social value where it matters most

Local employment and skills

We recruit locally across all three sites, providing structured training, accredited development pathways and progression routes from frontline roles into team leadership, quality, planning and management.
Inclusive recruitment.

We work with local partners to open opportunities to people facing barriers to employment, including those returning to work, young people entering the workforce and candidates without prior contact centre experience
Wellbeing at work

Our people-first culture includes structured wellbeing support, mental health awareness and engagement programmes that contribute to strong retention and consistent service quality for the citizens we support.
Environmental responsibility

Clearanswer maintains a published Carbon Reduction Plan in line with PPN requirements and holds ISO 50001 certification for energy management. Read our Carbon Reduction Plan