Notice Information
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).
Notice Details
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 20251 years ago
- Submission Deadline
- 25 Sep 2023Expired
- Future Notice Date
- 4 Aug 2023Expired
- Award Date
- Not specified
- 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
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
- LONDON
- Postcode
- SW1H 9DA
- Postcode Area
- 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
Further Information
Notice URLs
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.