Notice Information
Notice Title
The Department for Work and Pensions: Secure Card Payment Services Procurement
Notice Description
The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs. This is a follow up to the previous PIN 2023/S 000-004912 dated 17th of February 2023 and following the market engagement that took place in March 2023 with regards to the provision of Secure Card Payment Services (SCPS) for the DWP. Following the completion of the review of the Request for Information responses the DWP is now proceeding to procure these services. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry, Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. DWP takes approximately 750,000 card payments per annum, totalling approximately PS130M per annum. This is collected by two areas of DWP and Northern Ireland's Department for Communities: * Child Maintenance Group (CMG); and * Debt Recovery. DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements, which may be subject to change before the issue of the Contract Notice: * The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. * The provision of up to 9000 SIP Licences, with an option to increase by 2000 SIP Licences. (Further detail on this potential increase will be provided in the procurement documents). * The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. * The availability of a customer self-service Interactive Voice Recognition (IVR) solution. * A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. DWP anticipates entering into a Contract for an initial 3-year period (Estimated Value PS6.1 million) with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate (Estimated Value PS7.2 million). The DWP anticipates that the effective date of the contract will be 1 August 2024 following which there will be an estimated 6 month implementation period before the commencement of the delivery of the services under the contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals.
Lot Information
Lot 1
DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements which may be subject to change before the issue of the Contract Notice: * The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. * The provision of up to 9000 Sip Licences with an option to increase by 2000 SIP Licences * The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. * The availability of a customer self-service Interactive Voice Recognition (IVR) solution. * A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. DWP anticipates entering into a Contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate. The DWP anticipates that the effective date of the contract will be 1st August 2024 following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals. The Section II.1.5 'Estimated total value' field within this PIN includes an estimated value for a fully extended term. As part of the selection requirements, Potential Suppliers will need to confirm that they, or a key sub-contractor, are a Level 1 Service provider as prescribed under Payment Card Industry, Data Security Standards (PCI-DSS) and if required have a valid Report on Compliance (RoC) and Attestation of Compliance (AoC) in line with being a Level 1 Service provider.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-0410d0
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/032248-2023
- Current Stage
- Planning
- All Stages
- Planning
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
64 - Postal and telecommunications services
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
64200000 - Telecommunications services
72000000 - IT services: consulting, software development, Internet and support
Notice Value(s)
- Tender Value
- £13,300,000 £10M-£100M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 1 Nov 20232 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 2 Jan 2024Expired
- 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
- Stephen Wardle
- Contact Email
- cd.digitalchannels@dwp.gov.uk
- Contact Phone
- +44 7720869429
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
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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-h6vhtk-0410d0-2023-11-01T10:12:53Z",
"date": "2023-11-01T10:12:53Z",
"ocid": "ocds-h6vhtk-0410d0",
"description": "Suppliers Instructions: How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk & click the link to register - Accept the terms & conditions & click 'continue' - Enter your correct business & user details - Note your chosen username & click 'Save'. You will receive an email with your password (keep this secure)",
"initiationType": "tender",
"tender": {
"id": "Project_25393",
"legalBasis": {
"id": "32014L0024",
"scheme": "CELEX"
},
"title": "The Department for Work and Pensions: Secure Card Payment Services Procurement",
"status": "planned",
"classification": {
"scheme": "CPV",
"id": "72000000",
"description": "IT services: consulting, software development, Internet and support"
},
"mainProcurementCategory": "services",
"description": "The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs. This is a follow up to the previous PIN 2023/S 000-004912 dated 17th of February 2023 and following the market engagement that took place in March 2023 with regards to the provision of Secure Card Payment Services (SCPS) for the DWP. Following the completion of the review of the Request for Information responses the DWP is now proceeding to procure these services. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry, Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. DWP takes approximately 750,000 card payments per annum, totalling approximately PS130M per annum. This is collected by two areas of DWP and Northern Ireland's Department for Communities: * Child Maintenance Group (CMG); and * Debt Recovery. DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements, which may be subject to change before the issue of the Contract Notice: * The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. * The provision of up to 9000 SIP Licences, with an option to increase by 2000 SIP Licences. (Further detail on this potential increase will be provided in the procurement documents). * The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. * The availability of a customer self-service Interactive Voice Recognition (IVR) solution. * A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. DWP anticipates entering into a Contract for an initial 3-year period (Estimated Value PS6.1 million) with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate (Estimated Value PS7.2 million). The DWP anticipates that the effective date of the contract will be 1 August 2024 following which there will be an estimated 6 month implementation period before the commencement of the delivery of the services under the contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals.",
"value": {
"amount": 13300000,
"currency": "GBP"
},
"lots": [
{
"id": "1",
"description": "DWP is planning to procure a new SCPS Contract that can meet the current and future needs of the service while providing value for money and service continuity. This contract will replace a current contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract the DWP has identified the following requirements which may be subject to change before the issue of the Contract Notice: * The ability to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. * The provision of up to 9000 Sip Licences with an option to increase by 2000 SIP Licences * The ability to take Inbound and make Outbound (Average 170 million minutes per annum) calls for any Business Group including any systems that take card payments across the whole network. * The availability of a customer self-service Interactive Voice Recognition (IVR) solution. * A potential requirement to provide a 'Nailed 'Up PSTN service for up to 6 months. The new SCPS Contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the department. DWP anticipates entering into a Contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend the Contract for a period or periods not exceeding a total of 36 months in aggregate. The DWP anticipates that the effective date of the contract will be 1st August 2024 following which there will be an estimated 6-month implementation period before the commencement of the delivery of the services under the contract. The Contract will be procured using the Restricted Process through FaTS. The form of contract will be the Cabinet Office Mid-Tier Services Contract, amended as necessary to reflect the DWP's requirements. All dates stated above remain approximate and are subject to achieving the necessary governance approvals. The Section II.1.5 'Estimated total value' field within this PIN includes an estimated value for a fully extended term. As part of the selection requirements, Potential Suppliers will need to confirm that they, or a key sub-contractor, are a Level 1 Service provider as prescribed under Payment Card Industry, Data Security Standards (PCI-DSS) and if required have a valid Report on Compliance (RoC) and Attestation of Compliance (AoC) in line with being a Level 1 Service provider.",
"status": "planned"
}
],
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "64200000",
"description": "Telecommunications services"
}
],
"deliveryAddresses": [
{
"region": "UK"
}
],
"relatedLot": "1"
}
],
"communication": {
"futureNoticeDate": "2024-01-02T00:00:00Z"
},
"coveredBy": [
"GPA"
]
},
"parties": [
{
"id": "GB-FTS-96864",
"name": "Department for Work and Pensions",
"identifier": {
"legalName": "Department for Work and Pensions"
},
"address": {
"streetAddress": "CAXTON HOUSE",
"locality": "LONDON",
"region": "UK",
"postalCode": "SW1H9DA",
"countryName": "United Kingdom"
},
"contactPoint": {
"name": "Stephen Wardle",
"telephone": "+44 7720869429",
"email": "cd.digitalchannels@dwp.gov.uk"
},
"roles": [
"buyer",
"centralPurchasingBody"
],
"details": {
"url": "https://www.gov.uk/government/organisations/department-for-work-pensions",
"classifications": [
{
"scheme": "TED_CA_TYPE",
"id": "NATIONAL_AGENCY",
"description": "National or federal agency/office"
},
{
"scheme": "COFOG",
"id": "01",
"description": "General public services"
}
]
}
}
],
"buyer": {
"id": "GB-FTS-96864",
"name": "Department for Work and Pensions"
},
"language": "en"
}