The Government Commercial Agency (GCA), formerly Crown Commercial Service, has launched the £650 million Managed Debt Collection Services framework (RM6402). The tender opened on 22 October 2026, with submissions required by 3pm on 27 November 2026.
The framework will provide central government and wider public sector organisations with managed debt collection services, combining specialist debt collection agencies, data-led recovery strategies and oversight from Managed Service Providers (MSPs). With a single-lot structure and a maximum of five framework suppliers, RM6402 presents a competitive opportunity for businesses capable of managing complex collection services at scale.
In this guide, we'll cover the framework's requirements, evaluation criteria, key deadlines and how to prepare a strong submission. We'll also explain how Thornton & Lowe can support suppliers with bid strategy, tender writing and quality assurance.
RM6402 Managed Debt Collection Services: Key details
Detail | Information |
|---|---|
Contracting authority | Government Commercial Agency (GCA) |
Framework reference | RM6402 |
Estimated value | £650m excluding VAT (£780m including VAT) |
Tender publication | 22 October 2026 |
Clarification deadline | 5 November 2026, 3pm |
Submission deadline | 27 November 2026, 3pm |
Expected award decision | 17 March 2027 |
Expected framework start | 31 March 2027 |
Initial framework term | Three years |
Extension option | One further year, until March 2031 |
Number of lots | One |
Maximum suppliers | Five |
Procurement procedure | Open |
The estimated framework value represents potential expenditure across the agreement, rather than guaranteed revenue for appointed suppliers. Businesses considering a submission should review the official RM6402 tender notice and associated procurement documents before confirming their participation.
What is the RM6402 Managed Debt Collection Services framework?
RM6402 is designed to provide public sector organisations with an end-to-end approach to managing and recovering outstanding debts. The framework brings together Managed Service Providers and specialist debt collection agencies. Rather than relying on individual agencies to manage separate portfolios independently, public sector buyers will be able to access a coordinated service that uses data, performance monitoring and appropriate collection strategies. The objective is to support effective debt recovery while maintaining fair treatment of customers, including those experiencing financial difficulty or vulnerability.
Under the proposed delivery model, Managed Service Providers will oversee a panel of Financial Conduct Authority (FCA) regulated debt collection agencies. These agencies will undertake desk-based collection activity, engaging directly with customers to arrange repayment of outstanding balances. The MSP will be responsible for coordinating that activity, allocating cases appropriately and monitoring performance throughout the collection process.
This creates opportunities for businesses with strong debt management expertise, robust technology systems and proven experience overseeing specialist delivery partners.
How does the Managed Service Provider model work?
The MSP model is central to RM6402 and one of the most important considerations for potential bidders. GCA is seeking providers capable of managing debt collection services across multiple agencies, with a consistent approach to performance, customer outcomes and service quality. The proposed service involves several connected activities.
Debt allocation and collection strategies
Managed Service Providers will use customer and debt information to develop appropriate collection strategies. This includes considering individual circumstances, identifying suitable recovery approaches and allocating cases to debt collection agencies with the relevant capabilities.
The approach is intended to improve recovery performance while ensuring customers are treated fairly. Suppliers should prepare evidence of how their organisation uses information to make effective allocation decisions and adapts collection strategies when circumstances change.
Debt collection agency management
The appointed MSPs will manage panels of FCA-regulated debt collection agencies responsible for contacting customers and arranging repayment. This requires effective supplier selection, onboarding, contractual oversight and performance management.
Strong delivery arrangements should demonstrate how agencies are assessed, monitored and supported to maintain the required standards. For bidders, experience managing complex supply chains or specialist collection partners will be particularly relevant.
Performance monitoring and continuous improvement
The MSP will monitor the performance of debt collection agencies and adjust case allocation where necessary. This requires reliable management information, clear performance measures and the ability to identify underperformance early.
Suppliers should consider how they will demonstrate their approach to performance reporting, quality assurance, complaint monitoring and continuous improvement. A credible service model should show how operational decisions support effective recovery and positive customer outcomes.
How does RM6402 differ from Debt Resolution Services 2?
RM6402 is being procured separately from GCA's Debt Resolution Services 2 framework (RM6366). Debt Resolution Services 2 launched in February 2026 and provides access to several debt recovery and associated services, including direct debt collection, managed enforcement, process servers, data services and spend analytics.
Managed collection services were previously covered under Lot 1 of the earlier Debt Resolution Services agreement (RM6226). That lot was extended until December 2026 while the standalone managed collection arrangements were developed. RM6402 provides a dedicated framework focused on the Managed Service Provider approach, with the successful suppliers responsible for coordinating specialist collection agencies.
For businesses assessing the opportunity, this distinction is important. Experience delivering debt collection services is valuable, but bidders must also demonstrate the capabilities needed to manage and oversee an end-to-end service.
Who can bid for RM6402?
RM6402 is being awarded through an open procurement procedure, with up to five suppliers expected to secure places on the framework. The opportunity is particularly relevant to organisations with experience in managed debt collection, debt management services, financial operations and the coordination of specialist collection agencies. The published procurement information also identifies SMEs and voluntary, community and social enterprises as suitable potential participants.
However, the single-lot structure and MSP delivery requirements mean that businesses should assess their capabilities carefully before bidding. A debt collection agency specialising in direct customer contact, for example, may have relevant expertise but might not independently possess the systems, governance arrangements or wider agency management capabilities required of an MSP. Such businesses should investigate whether they can meet the full requirements directly or whether a partnership or subcontracting arrangement would provide a more suitable route.
Suppliers should review the Conditions of Participation and tender documents to establish the exact eligibility, regulatory and operational requirements.
How will RM6402 tenders be evaluated?
The published evaluation structure allocates 70% of the available marks to quality and social value, with the remaining 30% assigned to price.
The five headline criteria are:
Evaluation criterion | Weighting |
|---|---|
Case Management System (CMS) | 20% |
Managed Service | 20% |
Collection Strategies | 20% |
Social Value | 10% |
Price | 30% |
The three equally weighted technical criteria demonstrate the importance of technology, operational delivery and effective debt recovery strategies.
Suppliers should examine the detailed scoring guidance for each section and structure their responses around the requirements being assessed.
Case Management System: 20%
The Case Management System accounts for one-fifth of the available marks. A strong submission should explain how the proposed technology supports debt allocation, customer information management, agency performance monitoring and reporting.
Bidders should consider how their system handles data securely, supports operational decision-making and maintains accurate records throughout the collection process. Where relevant, useful evidence could include system availability, integration capabilities, management reporting, access controls and examples of improvements achieved through technology. The response should clearly explain how these capabilities benefit public sector customers.
Managed Service: 20%
The managed service criterion assesses the bidder's ability to coordinate and oversee delivery. This is likely to be a particularly important area for businesses seeking to distinguish themselves from organisations focused primarily on direct collection activity.
Suppliers should demonstrate their approach to onboarding agencies, allocating responsibilities, managing performance, resolving issues and maintaining consistent service standards. Relevant evidence includes previous managed service contracts, established governance arrangements, supplier performance measures and examples of successfully managing operational challenges. The strongest submissions will make it clear who is accountable for each part of delivery and how the MSP will maintain oversight.
Collection Strategies: 20%
Collection Strategies also represent 20% of the evaluation. Suppliers should explain how their organisation develops effective debt recovery approaches using data, customer information and operational experience. A credible response will address segmentation, appropriate case allocation, monitoring of recovery performance and adjustments to strategies when outcomes differ from expectations.
Importantly, collection performance needs to be considered alongside fair customer treatment. Bidders should demonstrate how their approaches support sustainable repayment arrangements, recognise customer vulnerability and maintain appropriate standards throughout the collection process.
Social Value: 10%
Social value accounts for 10% of the total marks. Suppliers should review the specific social value questions and identify commitments that are relevant to the contract and achievable throughout delivery. Depending on the published requirements, suitable evidence may include workforce development, apprenticeships, responsible employment, community benefits or environmental improvements. Strong commitments should include measurable outcomes, clear responsibilities and realistic delivery arrangements.
Price: 30%
Price represents 30% of the overall evaluation. Businesses must ensure their commercial proposals reflect the resources, technology and agency management arrangements required to deliver the service.
The framework also includes a 1% supplier fee on charges invoiced to buyers under call-off contracts, excluding VAT. Suppliers should account for this when reviewing their pricing and commercial assumptions.
An effective commercial response should demonstrate value for money while remaining consistent with the proposed delivery model and service commitments.
Need support with your RM6402 tender?
Discuss your bidHow to prepare a competitive RM6402 submission
With a limited number of framework places available, suppliers need to demonstrate strong technical capability and present their evidence clearly against the published evaluation criteria.
1. Review your ability to deliver the full MSP service
Begin with a detailed assessment of the service specification and Conditions of Participation. Confirm that your organisation has the necessary governance arrangements, technical systems and operational resources to manage the complete service. Where the proposed model depends on specialist debt collection agencies, establish clear delivery responsibilities and ensure that partner arrangements satisfy the procurement requirements.
2. Build an evidence matrix around the scoring criteria
Map each tender question against the evidence needed to support a strong answer. For RM6402, the evidence library should cover case management technology, agency oversight, collection strategies, performance outcomes and customer treatment. Use relevant contracts and operational examples to demonstrate how your organisation has delivered comparable services. Where possible, include measurable outcomes such as collection performance, compliance results, service reliability or improvements in customer experience.
3. Demonstrate fair and responsible debt collection
Fair customer treatment is a central part of the proposed framework. Suppliers should explain how they identify vulnerable customers, manage sensitive cases, monitor agency conduct and support appropriate repayment arrangements. Relevant policies provide a foundation, but practical examples can help demonstrate how those arrangements operate. Bidders should be able to show how responsible collection practices are embedded in their delivery model and monitored throughout the supply chain.
4. Present a clear mobilisation and governance plan
Public sector customers need confidence that an appointed supplier can establish and manage a complex service successfully. A mobilisation approach should address project governance, agency onboarding, systems integration, staffing, training, performance reporting and service transition. The submission should explain how implementation risks will be controlled and how responsibilities will be managed between the MSP and its delivery partners. Clear milestones and accountability arrangements will help demonstrate that the proposed service is ready for delivery.
5. Carry out a structured compliance and quality review
Before submission, check that every response addresses the question and aligns with the evaluation criteria. Review the consistency of technical proposals, pricing assumptions, service commitments and supporting evidence. A final quality review should also check word limits, required attachments, mandatory declarations and the accuracy of information provided about delivery partners.
Businesses can review other forthcoming public sector opportunities through our GCA frameworks overview.
How to apply for the RM6402 framework
Suppliers must submit their tenders through GCA's eSourcing system. The clarification deadline is 5 November 2026 at 3pm, followed by the final submission deadline of 27 November 2026 at 3pm.
Businesses should register or access their existing account through the GCA eSourcing portal, locate RM6402 and review the complete procurement documentation.
The tender pack should be used to confirm participation conditions, required declarations, response formats, pricing instructions and any additional submission requirements. Allow sufficient time to complete the portal submission and resolve technical issues before the deadline.
How Thornton & Lowe can support your RM6402 bid
RM6402 combines detailed technical requirements with a competitive evaluation process. Suppliers need to demonstrate their ability to manage specialist collection agencies, deliver effective recovery strategies and maintain high standards of customer care.
At Thornton & Lowe, we help businesses turn operational expertise into clear, compliant and persuasive tender responses. Our support covers bid strategy, response planning, evidence development, bid writing and independent quality assurance. We can help you interpret the RM6402 scoring criteria, identify your strongest delivery examples and develop responses that clearly communicate your approach to technology, managed services and responsible debt collection.
With only five framework places available, presenting a well-structured and evidence-led submission is particularly important. Our professional bid writing services can support your entire application or provide targeted assistance with specific sections where additional expertise or capacity is required.
RM6402 Managed Debt Collection Services FAQs
When does the RM6402 tender close?
The final submission deadline is 27 November 2026 at 3pm. Suppliers must submit their completed tenders through GCA's eSourcing portal before this deadline.
What is the value of RM6402?
The framework has an estimated value of £650 million excluding VAT, or £780 million including VAT. This represents an estimated aggregate framework value rather than guaranteed expenditure.
How many suppliers will be appointed?
The published procurement arrangements allow for a maximum of five framework suppliers. Businesses should review the tender documents for the detailed appointment and evaluation requirements.
Can individual debt collection agencies apply?
The framework is designed around a Managed Service Provider model. Individual debt collection agencies should review the requirements carefully to establish whether they can deliver the complete MSP service or would be better suited to participating as a delivery partner.
How long will the framework operate?
The initial term is expected to run from 31 March 2027 to 30 March 2030, with an option to extend for a further year.
Next steps for suppliers
RM6402 represents a significant opportunity for organisations capable of delivering managed debt collection services across the public sector. The combination of a £650 million estimated value, a limited number of framework places and detailed evaluation requirements makes early planning and strong bid evidence essential.
Suppliers should assess their eligibility, review the technical requirements and prepare a submission that demonstrates both effective debt recovery and responsible customer treatment.
Thornton & Lowe can help you develop a competitive response, strengthen your evidence and manage the bidding process ahead of the deadline. Get in touch with our team today to boost your chances of securing a place on RM6402.
