Planning

The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Planning

25 May 2021 at 13:11

Market Engagement Notice
Summary of the contracting process

The Department for Work and Pensions (DWP) is currently in the planning stage of a procurement process titled "Voice of the Customer Insights Project - Supplier Event". This initiative falls under the category of IT services, specifically focusing on consulting, software development, and Internet support. The supplier event is scheduled to take place virtually via MS Teams on 10 June 2021, with an engagement end date of 8 June 2021. It aims to gather insights on technology solutions that enhance customer experience and operational efficiency for DWP. The event will facilitate discussions around the necessary technology to support customer feedback analytics and improve service delivery.

This procurement presents significant opportunities for businesses specialising in IT solutions and analytics, particularly small to medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) that possess relevant expertise. Providers that can demonstrate the ability to deliver customer feedback technologies compatible with DWP's operational and security requirements will be well-positioned to compete. The insights gained from this engagement are expected to promote innovative solutions that can drive customer satisfaction and operational efficiency, thus creating avenues for business growth in this sector.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event

Notice Description

The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event Date & Time: 10 June 2021 10:00 to 12:00 (Hosted via MS Teams) DWP has an ambition to better understand the experience and satisfaction levels of our customers at all key stages of their journeys across channels and in different service lines. Our need is to harness high volume and high frequency feedback that helps motivate our teams, identify broken processes and swiftly deal with specific issues. As such, we would like to understand the technology available in the market for Voice of the Customer analytics software solutions. The high level outcomes DWP would like to see as a result of improved insights are: - Improved Customer Experience Levels - Proactive and pre-emptive service delivery - Root-cause detection to drive improved outcomes - Rapid Response for customers with complex needs or vulnerabilities - Empowered agents and teams with greater understanding of their personal impact - De-centralised insights in a feedback loop directly back into agents / team leaders - Richer granularity of insights to inform actionable tasks - Significant cost-savings from earlier interventions (reduction in repeat calls/unnecessary agent/customer effort). DWP would expect the technology to work in synergy with our operating model and customer experience strategy to support: - Automatic identification of calls where customers indicate they tried and failed to complete a task on their own and route this information directly to a suitable agent - Analytics on call disposition (triangulated with other operational M.I) to understand why customers repeatedly call us and pinpoint which issues are unable to be resolved on the first call and how can agents be coached to handle these queries more effectively. - Our understanding of customer and agent behavior on calls that are too long or too short to resolve issues. On calls that results in transfers or escalations. - Round the clock analytics in the form of "listening-posts" on our different channels (on-line, telephony and even mail) that can identify, prioritise, and alert agents of macro level issues. Dynamic identification would result in quicker resolution, proactive action, deflection of call volume, and cost savings. Solutions should also be easy to integrate with our systems and conform to our security and data protection requirements. DWP is hosting an Industry pre-market engagement event to give potential suppliers the opportunity to better understand our needs. In return we are looking for information on best practice and potential ways forward that better inform our emerging requirements. This will be held on 10th June 2021 as part of an event held virtually over MS Teams. See attached document for full details

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ddb8df8e-7b2f-4d63-a1be-87082465ee1d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/a9fca59e-7f24-49c6-beb8-0d0298c82400
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

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

Notice Dates

Publication Date
25 May 20214 years ago
Submission Deadline
Not specified
Future Notice Date
8 Jun 2021Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
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
Not specified
Contact Email
peelparkcontrolcentre.dps-acommercialteam@dwp.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
BLACKPOOL
Postcode
FY4 5ES
Post Town
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

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-ddb8df8e-7b2f-4d63-a1be-87082465ee1d-2021-05-25T14:11:29+01:00",
    "date": "2021-05-25T14:11:29+01:00",
    "ocid": "ocds-b5fd17-ddb8df8e-7b2f-4d63-a1be-87082465ee1d",
    "language": "en",
    "initiationType": "tender",
    "title": "The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event",
    "planning": {
        "milestones": [
            {
                "id": "1",
                "title": "Engagement end date",
                "type": "engagement",
                "dueDate": "2021-06-08T23:59:59+01:00"
            }
        ],
        "documents": [
            {
                "id": "1",
                "documentType": "marketEngagementNotice",
                "description": "Early engagement notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/a9fca59e-7f24-49c6-beb8-0d0298c82400",
                "datePublished": "2021-05-25T14:11:29+01:00",
                "format": "text/html",
                "language": "en"
            },
            {
                "id": "2",
                "documentType": "tenderNotice",
                "description": "n/a",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/79f6ce6b-2f1a-4545-bea2-7ebabc8f4754",
                "format": "application/pdf"
            }
        ]
    },
    "tender": {
        "id": "tender_274835/966091",
        "title": "The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event",
        "description": "The Department for Work & Pensions Voice of the Customer Insights Project - Supplier Event Date & Time: 10 June 2021 10:00 to 12:00 (Hosted via MS Teams) DWP has an ambition to better understand the experience and satisfaction levels of our customers at all key stages of their journeys across channels and in different service lines. Our need is to harness high volume and high frequency feedback that helps motivate our teams, identify broken processes and swiftly deal with specific issues. As such, we would like to understand the technology available in the market for Voice of the Customer analytics software solutions. The high level outcomes DWP would like to see as a result of improved insights are: - Improved Customer Experience Levels - Proactive and pre-emptive service delivery - Root-cause detection to drive improved outcomes - Rapid Response for customers with complex needs or vulnerabilities - Empowered agents and teams with greater understanding of their personal impact - De-centralised insights in a feedback loop directly back into agents / team leaders - Richer granularity of insights to inform actionable tasks - Significant cost-savings from earlier interventions (reduction in repeat calls/unnecessary agent/customer effort). DWP would expect the technology to work in synergy with our operating model and customer experience strategy to support: - Automatic identification of calls where customers indicate they tried and failed to complete a task on their own and route this information directly to a suitable agent - Analytics on call disposition (triangulated with other operational M.I) to understand why customers repeatedly call us and pinpoint which issues are unable to be resolved on the first call and how can agents be coached to handle these queries more effectively. - Our understanding of customer and agent behavior on calls that are too long or too short to resolve issues. On calls that results in transfers or escalations. - Round the clock analytics in the form of \"listening-posts\" on our different channels (on-line, telephony and even mail) that can identify, prioritise, and alert agents of macro level issues. Dynamic identification would result in quicker resolution, proactive action, deflection of call volume, and cost savings. Solutions should also be easy to integrate with our systems and conform to our security and data protection requirements. DWP is hosting an Industry pre-market engagement event to give potential suppliers the opportunity to better understand our needs. In return we are looking for information on best practice and potential ways forward that better inform our emerging requirements. This will be held on 10th June 2021 as part of an event held virtually over MS Teams. See attached document for full details",
        "status": "planning",
        "classification": {
            "scheme": "CPV",
            "id": "72000000",
            "description": "IT services: consulting, software development, Internet and support"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "British Oversea Territories"
                    },
                    {
                        "countryName": "Channel Islands"
                    },
                    {
                        "countryName": "Europe"
                    },
                    {
                        "countryName": "Isle of Man"
                    },
                    {
                        "countryName": "Rest of the World"
                    },
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "suitability": {
            "sme": true,
            "vcse": true
        }
    },
    "parties": [
        {
            "id": "GB-CFS-146096",
            "name": "Department for Work and Pensions",
            "identifier": {
                "legalName": "Department for Work and Pensions"
            },
            "address": {
                "streetAddress": "DWP Peel Park",
                "locality": "Blackpool",
                "postalCode": "FY4 5ES",
                "countryName": "England"
            },
            "contactPoint": {
                "email": "PEELPARKCONTROLCENTRE.DPS-ACOMMERCIALTEAM@DWP.GOV.UK"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-146096",
        "name": "Department for Work and Pensions"
    }
}