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DWP NGCC User Centred Service design and delivery

Department for Work and Pensions

This public procurement record has 1 release in its history.

Award

06 Apr 2022 at 10:49

Award Notice
Summary of the contracting process

The Department for Work and Pensions is seeking services related to User Research, User Experience, and Product Management for its Next Generation Contact Centre. The tender, titled "DWP NGCC User Centred Service design and delivery," falls under the Information Technology Services sector and is based in Blackpool, England. The tendering process was conducted through a selective procurement method, with a contract value of £4,323,000, and the contract period is set from 1 April 2022 to 31 March 2023. Notably, the tender period closed on 16 February 2022.

This contract presents a significant opportunity for SMEs in the technology and service design industries, particularly those specialising in user experience and research. Companies with expertise in conversational platforms and automated telephony should consider competing for future contracts in similar services. Engaging with the Department for Work and Pensions could lead to ongoing partnerships, especially as the estimated charges for potential extensions may reach £1.5 million per annum.

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Notice Information

Notice Title

DWP NGCC User Centred Service design and delivery

Notice Description

Provision of User Research / User Experience and Product Management services for Next Generation Contact Centre (NGCC), Conversational Platform (CP) and Automated Telephony Excellence (ATE). Additional information: Should this contract be extended for any period then the estimated charges would be cPS1.5m p.a. based on a pro-rata of the same services.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/7e6b34fc-ea64-433c-9fdd-c19b54d6dd9a
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£4,323,000 £1M-£10M
Lots Value
Not specified
Awards Value
£1,441,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
6 Apr 20224 years ago
Submission Deadline
16 Feb 2022Expired
Future Notice Date
Not specified
Award Date
16 Feb 20224 years ago
Contract Period
1 Apr 2022 - 31 Mar 2023 6-12 months
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
BLACKPOOL
Postcode
FY4 5ES
Postcode Area
Blackpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD42 Blackpool
Delivery Location
Not specified
Local Authority
Blackpool
Electoral Ward
Stanley
Westminster Constituency
Blackpool South

Supplier Information

Number of Suppliers
1
Supplier Name

HIPPO Digital Limited

Further Information

Open Contracting Data Standard (OCDS)

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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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