Section one: Contracting authority/entity
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
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.
Section six. Complementary information
six.6) Original notice reference
Notice number: 2023/S 000-004912
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
VI
Place of text to be modified
New Date of Market Engagement Event 23rd March 2023 at 10am
Instead of
Text
Original Date 2nd March 2023
Read
Text
New Date 23rd March 2023