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 new SCPS Contract is required to ensure continuing capability for the DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the DWP. 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 9,000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. The DWP takes approximately 750,000 card payments per annum, totalling approximately PS130M per annum. This is collected by two areas of the DWP and Northern Ireland's Department for Communities: Child Maintenance Group (CMG); and Debt Recovery. The DWP is undertaking this procurement process to secure a new SCPS Contract that can meet the current and future needs of the service to ensure value for money and service continuity. This contract will replace the current SCPS 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: 1. Secure Card Payment Services (SCPS): The ability to take payments via inbound and outbound calls in secure fashion for 11,000 agents (SIP Licences); 2. Outbound Call Services - Due to the current architecture, all Outbound calls will traverse the SCPS. Regardless of whether a payment is taken or not all Outbound calls will use the Solution provided; 3. Self-Serve IVR Service - This will be used for Child Maintenance Group (CMG) and is to be outside of DWP. This is used to recover payments from non-payees via payroll. It sits outside of DWP Infrastructure within the supplier's environment; 4. Nailed up PSTN (Optional) - The DWP may require additional outbound call capacity to enable the DWP to deploy a Nailed Up PSTN Solution to deliver voice connectivity to 3rd party outsourcer for up to 6 months after contract start; 5. Additional SIP Licences (Optional) - The DWP may require an additional 2000 agents (with associated SIP Licences) to enable DWP to deploy a Nailed Up PSTN Solution following commencement of the provision of the services. 6. Additional OB channels are required as a tactical Solution to support significant increase in volume of long duration outbound calls being generated by the Genesys platform.
Lot Information
Lot 1
Through this procurement, the DWP is seeking to appoint a supplier who meets the following requirements: 1. Secure Card Payment Services (SCPS): The ability to take payments via inbound and outbound calls in secure fashion for 11,000 agents (with associated SIP Licences). 2. Outbound Call Services - Due to the current architecture, all Outbound calls will traverse the SCPS. Regardless of whether a payment is taken or not all Outbound calls will use the Solution provided. 3. Self-Serve IVR Service - This will be used for Child Maintenance Group (CMG) and is to be outside of DWP. This is used to recover payments from non-payees via payroll. It sits outside of DWP Infrastructure within the supplier's environment. 4. Nailed up PSTN (Optional) - The DWP may require additional outbound call capacity to enable the DWP to deploy a Nailed Up PSTN Solution to deliver voice connectivity to 3rd party outsourcer for up to 6 months following commencement of the provision of the services . 5. Additional SIP Licences (Optional) - The DWP may require an additional 2000 agents (with associated SIP Licences) to enable DWP to deploy a Nailed Up PSTN Solution. Additional OB channels are required as a tactical Solution to support significant increase in volume of long duration outbound calls being generated by the Genesys platform. Additional information: The DWP reserves the right to discontinue the procurement at any time and thereafter recommence a new procurement process on the same or any alternative basis at any stage or chose not to award a contract as a result of the procurement process. The DWP will not be liable for any costs or expenses incurred by Potential Suppliers/Tenderers in relation to this procurement.
Options: The DWP intends to enter into a contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend for a period or periods not exceeding a total of 36 months in aggregate. The DWP may require the supplier increase the number of SIP licences by 2,000 during the Contract Period as further detailed in the procurement documents. DWP may require the supplier to retain the Nailed Up PSTN capability for up to 6 months following the commencement of the provision of the services.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-0426cd
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/002862-2024
- Current Stage
- Tender
- All Stages
- Planning, Tender
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Restricted procedure
- 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
- £12,513,595 £10M-£100M
- Lots Value
- £12,513,595 £10M-£100M
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 29 Jan 20242 years ago
- Submission Deadline
- 13 Mar 2024Expired
- Future Notice Date
- 29 Jan 2024Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- 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
- LONDON
- Postcode
- SW1H 9NA
- 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
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.