Contract Timeline

Publication Date

29th January 2024 10:43:10 AM

Tender Deadline

13th March 2024 13:00:00 PM   Expired

Contract Summary

The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The new SCPS Contract is required to ensure continuing capability for the DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the DWP. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. The DWP takes approximately 750,000 card payments per annum, totalling approximately £130M per annum. This is collected by two areas of the DWP and Northern Ireland's Department for Communities: Child Maintenance Group (CMG); and Debt Recovery. The DWP is undertaking this procurement process to secure a new SCPS Contract that can meet the current and future needs of the service to ensure value for money and service continuity. This contract will replace the current SCPS contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract, the DWP has identified the following requirements: 1. Secure Card Payment Services (SCPS): The ability to take payments via inbound and outbound calls in secure fashion for 11,000 agents (SIP Licences); 2. Outbound Call Services - Due to the current architecture, all Outbound calls will traverse the SCPS. Regardless of whether a payment is taken or not all Outbound calls will use the Solution provided; 3. Self-Serve IVR Service - This will be used for Child Maintenance Group (CMG) and is to be outside of DWP. This is used to recover payments from non-payees via payroll. It sits outside of DWP Infrastructure within the supplier's environment; 4. Nailed up PSTN (Optional) - The DWP may require additional outbound call capacity to enable the DWP to deploy a Nailed Up PSTN Solution to deliver voice connectivity to 3rd party outsourcer for up to 6 months after contract start; 5. Additional SIP Licences (Optional) - The DWP may require an additional 2000 agents (with associated SIP Licences) to enable DWP to deploy a Nailed Up PSTN Solution following commencement of the provision of the services. 6. Additional OB channels are required as a tactical Solution to support significant increase in volume of long duration outbound calls being generated by the Genesys platform. Additional information: Following the publication of PINs: 2023/S 000-004912 dated 17th February 2023 (as modified by PIN 2023/S000-005854 dated 28th February), 2023/S 000-032248 dated 1st November 2023 and 2023/S 000-037265 dated 19th December 2023, the DWP is now seeking to procure the provision of Secure Card Payment Services (SCPS). The new SCPS Contract is required to ensure continuing capability for the DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the DWP. The DWP anticipates entering into a Contract for an initial 3-year period (with an estimated value of circa £5.8 million (Exc VAT) with the option, exercised wholly at the discretion of the DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate (with an estimated value of circa £6.7 million (Exc VAT). The total estimated contract value including the maximum potential extension period of 36 months and the optional requirements is circa £12.5m. The DWP anticipates that the effective date of the Contract will be on or around 1 September 2024 following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the Contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. The dates stated above remain approximate and are subject to achieving the necessary governance approvals.

Contract Details

Open Contracting ID

ocds-b5fd17-8de307b4-8f02-48d9-88a2-e4b800be192c

Publication Source

Contracts Finder

Procurement Stage

Tender

Procurement Method

Selective

Procurement Method Details

Restricted Procedure (above Threshold)

Procurement Category

Services

Tender Suitability

SME VCSE

Framework / DPS

Contract Classification

CPV Code(s)

72000000

CPV Division(s)

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

Awarding Authority

DEPARTMENT FOR WORK AND PENSIONS

Buyer Name

Department for Work and Pensions

Buyer Email

cd.digitalchannels@dwp.gov.uk

Buyer Phone

Buyer Address

Caxton House

London

SW1H 9NA

England

Contract Timeline

Publication Date

19th December 2023 10:53:03 AM

Contract Summary

The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs. This is a follow up to the previous PIN 2023/S 000-004912 dated 17th of February and the subsequent PIN 2023/S 000-032248; dated 1st of November 2023, with regards to the provision of Secure Card Payment Services (SCPS) for the DWP. Following the completion of the review of the Request for Information responses, following the February PIN, the DWP is proceeding to procure these services. In the PIN of 1st November 2023 DWP had identified the intended issue date for the procurement as 2 January 2024. The estimated launch date is now on or around 29 January 2024. DWP's requirements for SIP Licences has also changed from 9,000 to 11,000, as set out below. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry, Data Security, Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. DWP takes approximately 750,000 card payments per annum, totalling approximately £130m per annum. This is collected by two areas of DWP and Northern Ireland's Department for Communities: - Child Maintenance Group (CMG); and - Debt Recovery. DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This Contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements, which may be subject to change before the issue of the Contract Notice: - The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. - The provision of up to 11000 SIP Licences, with an option to increase by a further 2000 SIP Licences. - The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. - The availability of a customer self-service Interactive Voice Recognition (IVR) solution. - A potential requirement to provide a 'Nailed Up' PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for DWP. Additional information: DWP anticipates entering into a Contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate. DWP anticipates that the effective date of the Contract will now be on or around 1 September 2024, following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the Contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals. The total estimated contract value field within this PIN includes an estimated value for a fully extended term. As part of the selection requirements, Potential Suppliers will need to confirm that they, or a key sub-contractor, are a Level 1 Service provider as prescribed under Payment Card Industry, Data Security Standards (PCI-DSS) and if required have a valid Report on Compliance (RoC) and Attestation of Compliance (AoC) in line with being a Level 1 Service provider.

Contract Details

Open Contracting ID

ocds-b5fd17-8de307b4-8f02-48d9-88a2-e4b800be192c

Publication Source

Contracts Finder

Procurement Stage

Planning

Procurement Method

N/A

Procurement Method Details

Procurement Category

N/A

Tender Suitability

SME VCSE

Framework / DPS

Contract Classification

CPV Code(s)

64200000
72000000

CPV Division(s)

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

Awarding Authority

DEPARTMENT FOR WORK AND PENSIONS

Buyer Name

Stephen Wardle

Buyer Email

cd.digitalchannels@dwp.gov.uk

Buyer Phone

07720869429

Buyer Address

Caxton House

London

SW1H 9DA

England

Contract Timeline

Publication Date

1st November 2023 10:37:16 AM

Contract Summary

The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs. This is a follow up to the previous PIN 2023/S 000-004912 dated 17th of February 2023 and following the market engagement that took place in March 2023 with regards to the provision of Secure Card Payment Services (SCPS) for the DWP. Following the completion of the review of the Request for Information responses the DWP is proceeding to procure these services. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry, Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. DWP takes approximately 750,000 card payments per annum, totalling approximately £130m per annum. This is collected by two areas of DWP and Northern Ireland's Department for Communities: - Child Maintenance Group (CMG); and - Debt Recovery.  DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements, which may be subject to change before the issue of the Contract Notice: - The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. - The provision of up to 9000 SIP Licences, with an option to increase by 2000 SIP Licences. (Further detail on this potential increase will be provided in the procurement documents). - The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. - The availability of a customer self-service Interactive Voice Recognition (IVR) solution. - A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. Additional information: The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals. DWP anticipates entering into a Contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate. The DWP anticipates that the effective date of the contract will be 1 August 2024 following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the contract. The total estimated contract value field within this PIN includes an estimated value for a fully extended term. As part of the selection requirements, Potential Suppliers will need to confirm that they, or a key sub-contractor, are a Level 1 Service provider as prescribed under Payment Card Industry, Data Security Standards (PCI-DSS) and if required have a valid Report on Compliance (RoC) and Attestation of Compliance (AoC) in line with being a Level 1 Service provider.

Contract Details

Open Contracting ID

ocds-b5fd17-8de307b4-8f02-48d9-88a2-e4b800be192c

Publication Source

Contracts Finder

Procurement Stage

Planning

Procurement Method

N/A

Procurement Method Details

Procurement Category

N/A

Tender Suitability

SME VCSE

Framework / DPS

Contract Classification

CPV Code(s)

64200000
72000000

CPV Division(s)

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

Awarding Authority

DEPARTMENT FOR WORK AND PENSIONS

Buyer Name

Stephen Wardle

Buyer Email

cd.digitalchannels@dwp.gov.uk

Buyer Phone

+44 7720869429

Buyer Address

Caxton House

London

SW1H 9DA

England

Contract Timeline

Publication Date

1st November 2023 10:34:29 AM

Contract Summary

The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs. This is a follow up to the previous PIN 2023/S 000-004912 dated 17th of February 2023 and following the market engagement that took place in March 2023 with regards to the provision of Secure Card Payment Services (SCPS) for the DWP. Following the completion of the review of the Request for Information responses the DWP is proceeding to procure these services. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry, Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. DWP takes approximately 750,000 card payments per annum, totalling approximately £130m per annum. This is collected by two areas of DWP and Northern Ireland's Department for Communities: - Child Maintenance Group (CMG); and - Debt Recovery.  DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements, which may be subject to change before the issue of the Contract Notice: - The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. - The provision of up to 9000 SIP Licences, with an option to increase by 2000 SIP Licences. (Further detail on this potential increase will be provided in the procurement documents). - The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. - The availability of a customer self-service Interactive Voice Recognition (IVR) solution. - A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. Additional information: The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals. DWP anticipates entering into a Contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate. The DWP anticipates that the effective date of the contract will be 1 August 2024 following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the contract. The total estimated contract value field within this PIN includes an estimated value for a fully extended term. As part of the selection requirements, Potential Suppliers will need to confirm that they, or a key sub-contractor, are a Level 1 Service provider as prescribed under Payment Card Industry, Data Security Standards (PCI-DSS) and if required have a valid Report on Compliance (RoC) and Attestation of Compliance (AoC) in line with being a Level 1 Service provider.

Contract Details

Open Contracting ID

ocds-b5fd17-8de307b4-8f02-48d9-88a2-e4b800be192c

Publication Source

Contracts Finder

Procurement Stage

Planning

Procurement Method

N/A

Procurement Method Details

Procurement Category

N/A

Tender Suitability

SME VCSE

Framework / DPS

Contract Classification

CPV Code(s)

64200000
72000000

CPV Division(s)

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

Awarding Authority

DEPARTMENT FOR WORK AND PENSIONS

Buyer Name

Stephen Wardle

Buyer Email

stephen.wardle@dwp.gov.uk

Buyer Phone

+44 7720869429

Buyer Address

Caxton House

London

SW1H 9DA

England