Tender

DWP Digital Channels Contact Centre (DC3)

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 3 releases in its history.

Tender

10 Aug 2023 at 10:28

Tender Notice
Planning

10 Aug 2023 at 08:27

Planned Procurement Notice
Planning

11 Jul 2023 at 13:42

Planned Procurement Notice
Summary of the contracting process

The Department for Work and Pensions (DWP) is planning a tender for the DWP Digital Channels Contact Centre (DC3) project in the software and information systems industry category. The procurement method is a selective competitive procedure with negotiation above the threshold. The tender period ends on September 25, 2023, with a planned contract period from April 4, 2025, to April 3, 2030. The estimated contract value covers a 7-year term, including an initial 5-year period and two optional extension years. The buying organisation is located in London, England.

The DWP Digital Channels Contact Centre (DC3) tender presents opportunities for businesses in telecommunication services, IT consulting, software development, and call centre industries. Companies well-suited to compete in this tender are those offering cloud hosting, softphone capabilities, webchat services, call routing technologies, and compliance solutions. The procurement stage is planned, and key future dates include the tender closing on August 10, 2023, and the contract period starting on January 1, 2025. Businesses interested in providing managed service solutions for DC3 should monitor updates from the DWP regarding governance approvals and official communication.

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Notice Information

Notice Title

DWP Digital Channels Contact Centre (DC3)

Notice Description

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies. The contract will be based on the Model Services Contract (MSC) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3. Additional information: The Authority reserves the right to change any or all of the dates in this timetable as necessary and will communicate such changes to the Tenderers as soon as practicable. The Contract Dates reflect the anticipated Initial Term of 5 years. In addition, there will likely be two optional extension years, structured as +1+1. The Value stated is based on an anticipated TCV for a full 7-year term, includes both the Initial Term and both optional extension years. The Spend Profile By Financial Year has not been provided but can be implied from the TCV.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/462331a8-d4c7-4bea-af8b-64d59d0039d6
Current Stage
Tender
All Stages
Planning, Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation (above threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

64 - Postal and telecommunications services

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

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48000000 - Software package and information systems

64200000 - Telecommunications services

72000000 - IT services: consulting, software development, Internet and support

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Aug 20232 years ago
Submission Deadline
25 Sep 2023Expired
Future Notice Date
10 Aug 2023Expired
Award Date
Not specified
Contract Period
3 Apr 2025 - 3 Apr 2030 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
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
LONDON
Postcode
SW1H 9DA
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

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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