Section one: Contracting authority/entity
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
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).
Section six. Complementary information
six.6) Original notice reference
Notice number: 2023/S 000-019801
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
IV.2.3.
Place of text to be modified
Estimated date of dispatch of invitations to tender
Instead of
Date
31 October 2023
Read
Date
1 December 2023