Scope
Reference
project_27717
Description
Conversational Platform is a Natural Language Call Steering (NLCS) solution which aims to guide the caller to the right agent first time thereby improving the customer experience and reducing the average call handling time. The solution is integrated into the DWP contact centre platform.
Total value (estimated)
- £9,000,000 excluding VAT
- £10,800,000 including VAT
Contract dates (estimated)
- 2 March 2026 to 1 March 2030
- Possible extension to 1 March 2032
- 6 years
Main category
Services
CPV classifications
- 79512000 - Call centre
Contract locations
- UK - United Kingdom
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Publication date of tender notice (estimated)
3 November 2025
Procedure
Above or below total value threshold
Above or equal to threshold
Contracting authority
Department for Work and Pensions
- Public Procurement Organisation Number: PJCP-7274-TLRQ
Caxton House
London
SW1H 9NA
United Kingdom
Email: cp.commercial@dwp.gov.uk
Website: https://www.gov.uk/government/organisations/department-for-work-pensions
Region: UKI32 - Westminster
Organisation type: Public authority - central government