Award

DWP Digital Channels Contact Centre (DC3)

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 5 releases in its history.

Award

06 Jun 2025 at 09:39

TenderUpdate

21 Nov 2023 at 09:55

Tender

10 Aug 2023 at 08:10

Planning

11 Jul 2023 at 13:54

Planning

11 Jul 2023 at 13:30

Summary of the contracting process

The procurement process initiated by the Department for Work and Pensions (DWP), based in London, UK, concerns the establishment of a new Digital Channels Contact Centre (DC3) under the Contact Centre Modernisation Programme. The title of the contract is "DWP Digital Channels Contact Centre (DC3)," classified under the call centre industry with a primary service procurement category. The procurement method employed is a selective, competitive procedure with negotiation. Key dates to note include a contract signed on 7th May 2025, with an anticipated duration of 5 years, extendable by two more years as required. The procurement stage is at the award phase, indicating the contract's active status, valued at £221.1 million GBP.

This tender provides a substantial opportunity for businesses equipped to offer advanced contact centre capabilities, such as cloud-hosted solutions, softphone communications, Interactive Voice Response (IVR), and integration with non-geographic number services. SMEs like Route 101 Limited have been successful in competing for this contract due to their ability to provide comprehensive Contact Centre as a Service (CCaaS) platforms. Companies specializing in telecommunications, IT services, software package systems, and business consultancy are ideal candidates for such a contract due to the technological and operational expertise required. This procurement opportunity not only promotes innovation in digital service delivery but also aligns with public service transformation and cost efficiency initiatives.

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Notice Title

DWP Digital Channels Contact Centre (DC3)

Notice Description

DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe. The current contact centre platform is delivered on behalf of DWP by a managed service provider. The Contact Centre Modernisation Programme (CCMP) is directly aligned to the DWP Strategy and Departmental plans to transform our services and deliver an effective welfare system for Citizens when they need it, while reducing costs and achieving value for money for taxpayers. The CCMP strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider.

Lot Information

Lot 1

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (IVR), advisor skills based call routing, call recording and call transcription. It will be cloud hosted and will integrate with existing platforms that deliver capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance and Automated Customer Experience as well as integrations into Business Group CRM and call routing strategies.

Options: The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1). The Authority may choose to utilise the Optional Services included within the procurement.

Renewal: The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-03e0a8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/030479-2025
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation
Tender Suitability
Not specified
Awardee Scale
SME

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
£159,200,000 £100M-£1B
Lots Value
£159,200,000 £100M-£1B
Awards Value
Not specified
Contracts Value
£221,100,000 £100M-£1B

Notice Dates

Publication Date
6 Jun 202511 months ago
Submission Deadline
25 Sep 2023Expired
Future Notice Date
3 Aug 2023Expired
Award Date
6 May 20251 years ago
Contract Period
1 Jan 2025 - 31 Dec 2030 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

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

Supplier Information

Number of Suppliers
1
Supplier Name

ROUTE 101

Open Contracting Data Standard (OCDS)

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