Notice Information
Notice Title
The provision of Universal Credit (UC) Contact Centre Services
Notice Description
The contract will include the delivery of contact centre telephony services for Universal Credit customers to enable them to access information about UC services and will include the ability to on-board additional service lines of a similar nature during the lifetime of the contract.
Lot Information
Lot 1
DWP is looking to work in partnership to provide: A reliable and consistent service that operates the hours required by DWP and meets all Key Performance Indicators (KPIs) to deliver maximum customer satisfaction. Recruitment, training and retention of high calibre individuals across all roles that thrive in a change environment. Ability to significantly ramp resource up as well as down at short notice in response to demand fluctuations and requirements Commitment to provide innovation to continuously improve the service during the life of the contract. Provide a robust change management capability and Learning and Development functions that facilitates change implementation safely and at pace. Ability to adapt delivery model at pace to implement new or significant changes to current deliverables, including supporting "test and learns" and trialling new processes. The contract will involve access to secure DWP telephony systems. The contract will involve connectivity to DWP's Genesys Contact Centre Solution, known as the Next Generation Contact Centre. The supplier will provide desktops and IT equipment for the delivery of the service lines. DWP will be holding a pre-procurement market engagement process in the week commencing 10th May 2021: A pre-market engagement event to be held on 10th May 2021. This will consist of: Morning Session: DWP officials to provide suppliers an overview of the requirement. Following the presentation there will be an opportunity for suppliers to ask questions. Afternoon Session: We will have three interactive focussed sessions on specific areas for suppliers to gain a greater understanding of the requirements, seek clarity and ask questions. Following the event, the intention is to hold Virtual Bidder 1-2-1 sessions for suppliers who have a genuine interest in bidding for the UC CCS and an appetite to have a 1-2-1 discussion with the Department. To register your interest and to receive further information on the pre-market engagement, please notify DWP by sending an email to cd.uccontactcentrecommercialteam@dwp.gov.uk. Please include a header title in the email: Supplier Name_ UC CC Event EOI Additional information: The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK's biggest public service department it administers the State Pension, Universal Credit and a range of working age, disability and ill health benefits to over 22 million claimants and customers.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-02a7bd
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/018834-2021
- Current Stage
- Tender
- All Stages
- Planning, Tender
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
75 - Administration, defence and social security services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48000000 - Software package and information systems
72210000 - Programming services of packaged software products
72212211 - Platform interconnectivity software development services
72250000 - System and support services
72500000 - Computer-related services
72590000 - Computer-related professional services
75100000 - Administration services
75112000 - Administrative services for business operations
75120000 - Administrative services of agencies
79311000 - Survey services
79342300 - Customer services
79342310 - Customer survey services
79342311 - Customer satisfaction survey
79342320 - Customer-care services
79500000 - Office-support services
79511000 - Telephone operator services
79512000 - Call centre
79900000 - Miscellaneous business and business-related services
Notice Value(s)
- Tender Value
- £200,000,000 £100M-£1B
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 4 Aug 20215 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 22 Jul 2021Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- 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
- LEEDS
- Postcode
- Not specified
- Postcode Area
- 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
Further Information
Open Contracting Data Standard (OCDS)
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.