Section one: Contracting authority
one.1) Name and addresses
DEPARTMENT FOR WORK AND PENSIONS
CAXTON HOUSE
LONDON
SW1H9DA
Country
United Kingdom
Region code
UKI32 - Westminster
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
Ministry or any other national or federal authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
DWP Digital Channels Contact Centre (DC3)
Reference number
project_23210
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short 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.
All dates and values stated remain approximate and are subject to achieving the necessary governance approvals.
The Estimated Total Value stated is based on an anticipated TCV for a full 7-year term, which includes both the Initial Term (anticipated to be 5 years) and optional extension years (anticipated to be two further years, structured as +1+1).
two.1.5) Estimated total value
Value excluding VAT: £159,200,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
- 64200000 - Telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
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.
The contract will be based on the Model Services Contract (MSC) v2.0 (Combined Schedules version 2.0) 2022 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs.
The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3.
two.3) Estimated date of publication of contract notice
4 August 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
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-019791
Section six. Complementary information
six.3) Additional information
A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" (https://www.find-tender.service.gov.uk/Notice/034379-2022) stating that DWP was evaluating options for future delivery services beyond the expiry of the current contract as part of a market engagement exercise, outlining a set of discrete RFI documents.
As part of this PIN, DWP wish to clarify our intent to procure a single DC3 managed service provider to deliver the entire CCMP scope outlined in the RFIs.