Award

Universal Credit Contact Centre Services

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Award

16 Sep 2022 at 15:10

Award Notice
Summary of the contracting process

The Department for Work and Pensions has awarded the contract for "Universal Credit Contact Centre Services." This contract falls under the services category with a value of £322,000,000. The procurement method used was selective, calling off from a framework agreement. The contract period is from August 16, 2022, to August 15, 2025. The tender period ended on February 28, 2022, and the successful supplier is Teleperformance UK Limited based in Bristol, UK.

This opportunity aims to support the delivery of Universal Credit through high-quality contact centre services. Businesses well-suited to compete in this tender are those experienced in delivering telephony services with a focus on continuous improvement and innovation. The flexibility to scale resources and adapt to changing demands swiftly is essential for success in this contract. Companies offering customer contact services and solutions with a strategic approach to voice connectivity, particularly NGCC, are likely to thrive in this competitive environment.

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Notice Information

Notice Title

Universal Credit Contact Centre Services

Notice Description

The successful Supplier will deliver high quality contact centre services that support the delivery of Universal Credit (UC). This will be delivered through a hybrid solution comprising on-site and homeworking delivery. The Contract will be for an initial term of 3 years with the option to extend up to a further one year plus up to a further one year. (3+1+1). The Successful Supplier must deliver a consistent quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the service. They must be able to have the flexibility to ramp resources up and down to meet demand and be able to react to planned and unplanned changes in demand, driven from a range of sources. It will be able to adopt and implement new related customer contact services or significant changes (e.g. working hour patterns) to the current services at pace. In accordance with the Specification, the Contract will deliver contact centre support service associated with Universal Credit (UC) including UC General Enquiries. The technical solution as regards to voice connectivity may also need to be varied during the term to move from tactical to a strategic solution using NGCC. This contract has now been awarded following a Competitive procedure through the CCS Telephony Services Contract RM 6181.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/62eb7856-8a7a-416e-b924-1003c5d8a7ef
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
£322,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
£322,000,000 £100M-£1B
Contracts Value
Not specified

Notice Dates

Publication Date
16 Sep 20223 years ago
Submission Deadline
28 Feb 2022Expired
Future Notice Date
Not specified
Award Date
15 Aug 20223 years ago
Contract Period
15 Aug 2022 - 15 Aug 2025 3-4 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
LS2 7UA
Post Town
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
Not specified
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Supplier Information

Number of Suppliers
1
Supplier Name

TELEPERFORMANCE

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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