Award

Contact Centre Services

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Award

18 Nov 2016 at 20:17

Award Notice
Summary of the contracting process

The Department for Work and Pensions is seeking a contractor for the provision of Contact Centre Services, focusing on delivering an IP Contact Centre platform aimed at facilitating multi-media and multi-channel interactions. This procurement falls under the Computer network services category and has a value of £90.6 million, with the contract period commencing on 21 December 2015 and ending on 17 October 2021. The procurement process reached the award stage on 21 December 2015, and the tender was officially closed on 6 February 2015.

This awarded contract presents substantial opportunities for businesses, particularly those in the information technology and telecommunications sectors, to engage in large-scale service delivery. Companies that specialise in developing and maintaining sophisticated contact centre solutions, as well as those with expertise in handling thousands of agents, will find this contract well-suited to their capabilities. Additionally, firms looking to expand their footprint in governmental services may benefit from understanding the mechanisms involved in such large contracts.

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Notice Information

Notice Title

Contact Centre Services

Notice Description

This contract will provide an IP Contact Centre platform that supports multi-media, multi-channel and multi-skilled citizen/ user/ customer interaction with a current call centre capability for around 25,000 agents and the potential for this to rise to 40,000 or more over the lifetime of the contract.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-43c74931-adc9-11e6-9901-0019b9f3037b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ec58d876-3b02-4236-a0bf-e0d203a961a7
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72500000 - Computer-related services

72700000 - Computer network services

Notice Value(s)

Tender Value
£90,600,000 £10M-£100M
Lots Value
Not specified
Awards Value
£90,600,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
18 Nov 20169 years ago
Submission Deadline
6 Feb 2015Expired
Future Notice Date
Not specified
Award Date
21 Dec 201510 years ago
Contract Period
21 Dec 2015 - 17 Oct 2021 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
DEPARTMENT FOR WORK AND PENSIONS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRCHWOOD, WARRINGTON
Postcode
WA3 6XF
Post Town
Warrington
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD6 Cheshire
Small Region (ITL 3)
TLD61 Warrington
Delivery Location
Not specified
Local Authority
Warrington
Electoral Ward
Birchwood
Westminster Constituency
Warrington North

Supplier Information

Number of Suppliers
1
Supplier Name

BRITISH TELECOMMUNICATIONS

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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