Award

Phase 2 Contact Centre Services

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 2 releases in its history.

AwardUpdate

25 Jan 2023 at 14:45

Award Notice
Award

12 Jan 2023 at 10:50

Award Notice
Summary of the contracting process

The Department for Work and Pensions has awarded a contract for Phase 2 Contact Centre Services to G4S Facilities Management (UK) Ltd. The contract, valued between £120m and £200m, involves the provision of high-quality contact centre services supporting a range of telephony-based services. The procurement method was selective, with procurement from a framework agreement. The contract period ranges from December 19, 2022, to March 12, 2028, and the tender closed on July 6, 2022.

This contract award presents an opportunity for businesses offering call centre services to expand their portfolio. Companies with experience in delivering telephony services and managing contact centre operations are well-suited to compete for this contract. The Department for Work and Pensions seeks a supplier capable of delivering consistent and innovative services, able to adapt to changing demands and environments efficiently. The contract offers a significant revenue potential over its term, making it an attractive prospect for service providers in the call centre industry.

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Notice Information

Notice Title

Phase 2 Contact Centre Services

Notice Description

The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised. The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources. These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace. This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc
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
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£200,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
£200,000,000 £100M-£1B
Contracts Value
Not specified

Notice Dates

Publication Date
25 Jan 20233 years ago
Submission Deadline
6 Jul 2022Expired
Future Notice Date
Not specified
Award Date
19 Dec 20223 years ago
Contract Period
19 Dec 2022 - 12 Mar 2028 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
LEEDS
Postcode
LD2 7UA
Post Town
Not specified
Country
Not specified
Major Region (ITL 1)
Not specified
Basic Region (ITL 2)
Not specified
Small Region (ITL 3)
Not specified
Delivery Location
Not specified
Local Authority
Not specified
Electoral Ward
Not specified
Westminster Constituency
Not specified

Supplier Information

Number of Suppliers
1
Supplier Name

G4S FACILITIES MANAGEMENT (UK

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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