Section one: Contracting authority
one.1) Name and addresses
DEPARTMENT FOR WORK AND PENSIONS
CAXTON HOUSE
LONDON
SW1H9DA
Contact
Paul Corre
Telephone
+44 7958314188
Country
United Kingdom
Region code
UK - United Kingdom
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
https://www.gov.uk/government/organisations/department-for-work-pensions
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
National or federal Agency/Office
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
The Department for Work and Pensions: Secure Card Payment Services Procurement
Reference number
Project_25393
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs.
The current DWP Secure Card Payment Services (SCPS) allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS service and contract also includes the routing of outbound calls via the PCI DSS compliant service provider.
There is additional potential for approximately 2,000 more agents in the future that is not currently accounted for in the current SCPS contract. The DWP is planning to procure a new SCPS that can meet the current and future needs of the service while providing value for money and service continuity.
The new SCPS contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and route all related outbound telephony calls via a PCI DSS compliant service provider.
DWP is currently looking to conduct early market engagement with a view to concluding the competitive procurement activity by June 2023.
The DWP is holding an online event via techUK on 2nd March 2023 at 2pm with a view to preparing the procurement and informing suppliers of DWP's procurement plans and requirements for SCPS and answer questions regarding the planned procurement. Following the event, the DWP will issue a Request for Information (RFI) to gain further insight from the supply market that may help to shape the approach to market.
Register for the event via the techUK website.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 64200000 - Telecommunications services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The current DWP Secure Card Payment Services (SCPS) allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS service also includes the routing of outbound calls via the PCI DSS compliant service provider due to technical decision for all agent activity to use the DWP managed contact centre platform.
There is additional potential for approximately 2,000 more agents in the future that is not currently accounted for in the current SCPS contract. The DWP is planning to procure a new SCPS that can meet the current and future needs of the service while providing value for money and service continuity.
The new SCPS contract is required to continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and route all outbound telephony calls via a PCI DSS compliant service provider.
DWP is currently looking to conduct early market engagement with a view to concluding the competitive procurement activity by June 2023.
two.3) Estimated date of publication of contract notice
9 October 2023
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes