Scope
Title
DWP Digital Channels Contact Centre (DC3)
Reference
project_23210
Description
DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 33,000 advisors (c.17,000 concurrent) in circa 200 locations. The current contact centre platform is delivered on behalf of DWP by a managed service provider.
The Contact Centre Modernisation Programme (CCMP) is directly aligned to the DWP Strategy and Departmental plans to transform our services and deliver an effective welfare system for Citizens when they need it, while reducing costs and achieving value for money for taxpayers. The CCMP strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider.
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies.
All dates and values stated remain approximate and are subject to achieving the necessary governance approvals.
The Contract Dates reflect the anticipated Initial Term of 5 years. In addition, there will likely be two optional extension years, structured as +1+1.
The Maximum Value stated is based on an anticipated TCV for a full 7-year term, includes both the Initial Term and both optional extension years.
Contract type
Services
Main category (CPV code)
- 79512000 - Call centre
Additional categories (CPV codes)
- 48000000 - Software package and information systems
- 64200000 - Telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
Contract location
- UK - United Kingdom
Contract start date (estimated)
1 January 2025
Contract end date (estimated)
31 December 2030
Maximum value (estimated, excluding VAT)
£159,200,000
Contract is not suitable for
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Buyer
DEPARTMENT FOR WORK AND PENSIONS
Digital
CAXTON HOUSE
LONDON
SW1H9DA
United Kingdom
Website: https://www.gov.uk/government/organisations/department-for-work-pensions
Not on any register
NUTS code: UKI32 - Westminster
Procedure
Procurement start date (estimated)When the contract notice or equivalent will be published.
4 August 2023
Commercial approachWhether the procurement is for a new requirement or a reprocurement.
Reprocurement, same scope
Covered by the Government Procurement Agreement (GPA)
Yes
Previous award
British Telecommunications plc
London
United Kingdom
Companies House: 1800000
NUTS code: UK - United Kingdom
Previous award notice
PSN Services Framework (RM1498) DWP Contact Centre Services Call-Off
Reference
DWP 100869