Section one: Contracting authority
one.1) Name and addresses
Department for Work and Pensions
Caxton House
London
SW1H 9DA
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://www.gov.uk/government/organisations/department-for-work-pensions
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://dwp.bravosolution.co.uk/
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://dwp.bravosolution.co.uk/
Tenders or requests to participate must be submitted to 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 36,000 advisors (c.13,500 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.
The Estimated Total Value stated is based on an anticipated TCV for a full 7-year term, which includes both the Initial Term (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, Interactive Voice Response (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”) v2.1 (Combined Schedules version 2.1) 2023 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 Procurement Policy Notes (“PPN”). The MSC will be further amended in line with 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 this requirement.
two.2.5) Award criteria
Quality criterion - Name: Solution / Weighting: 20%
Quality criterion - Name: Implementation / Weighting: 15%
Quality criterion - Name: Service / Weighting: 15%
Quality criterion - Name: Security / Weighting: 5%
Quality criterion - Name: Social Value / Weighting: 10%
Price - Weighting: 35%
two.2.6) Estimated value
Value excluding VAT: £159,200,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).
two.2.9) Information about the limits on the number of candidates to be invited
Maximum number: 7
Objective criteria for choosing the limited number of candidates:
The precise selection criteria for shortlisting Tenderers are specified within the procurement documentation.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
The Authority reserves the right to change any or all of the dates in the procurement timetable as necessary and will communicate such changes to the Tenderers as soon as practicable.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
In accordance with Regulations 57, 58 and 60 of the Public Contracts Regulations 2015, tenderers will be assessed in accordance with the Public Contract Regulations 2015, on the basis of information provided in response to the Selection Questionnaire.
The procurement documentation can be found at the following link under Ref pqq_28913:
https://dwp.bravosolution.co.uk/web/login.shtml
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
The procurement documentation can be found at the following link under Ref pqq_28913:
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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 000-019801
four.2.2) Time limit for receipt of tenders or requests to participate
Date
25 September 2023
Local time
1:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
31 October 2023
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
Suppliers Instructions:
How to Express Interest in this Tender:
1. Register on the eSourcing portal (this is only required once):
https://dwp.bravosolution.co.uk & click the link to register - Accept the terms & conditions & click 'continue' - Enter your correct business & user details - Note your chosen username & click 'Save'. You will receive an email with your password (keep this secure)
2. Express an Interest in the tender - Login to the portal with the username/password - Click the 'PQQs / ITTs Open To All Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) - Click on the relevant exercise to access the content. - Click the 'Express Interest' button at the top of the page. - This will move the PQQ /ITT into your 'My PQQs/ My ITTs' page. (A secure area reserved for your projects only) -You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ ITT Details' box
3. Responding to the tender - Click 'My Response' under 'PQQ/ ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining) - You can now use the 'Messages' function to communicate with the buyer and seek any clarification - Note the deadline for completion. Follow the onscreen instructions to complete the PQQ/ ITT - There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the 'Submit Response' button (top of the page).
For further assistance please consult the online help, or the eTendering help desk.
DWP expressly reserves the rights(i)to cancel this procurement at any stage; (ii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iii)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.
six.4) Procedures for review
six.4.1) Review body
High Court
London
Country
United Kingdom