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Provision of Contact Centre and Telephony Services

Driver & Vehicle Licensing Agency

This public procurement record has 2 releases in its history.

Planning

31 Jul 2026 at 09:20

UK2 - Preliminary Market Engagement Notice
Planning

19 May 2026 at 12:36

UK1 - Pipeline Notice
Summary of the contracting process

The Driver and Vehicle Licensing Agency (DVLA) is planning a contact centre and telephony programme, focused on replacing its existing back-office telephony estate while retaining the current STORM contact centre platform. The requirement covers contact centre and telephony solutions, including telecommunications equipment and supplies, with delivery across the United Kingdom. The programme is intended to replace the existing DVLA Contact Centre and Telephony Service arrangement and support the agency’s future communications needs. The buyer is a central government public authority based in Swansea. The planned procurement comprises one lot and is classified primarily as goods, although the requirement involves the provision of technology solutions and associated communications capabilities.

This procurement is at the planning stage and is not yet an invitation to tender. DVLA expects to use a selective, competitive award under a framework. The estimated value is £35 million excluding VAT and £45 million including VAT. The planned contract is expected to run from 8 March 2028 to 7 March 2033, with a possible extension to 7 March 2035. DVLA’s current contract is due to expire on 7 March 2028. Preliminary market engagement is planned, including a virtual event at 10:00–11:30 on 25 August 2026, supplier follow-up sessions on 1 and 2 September, and an RFI response deadline of 13 September 2026. Competition launch is planned for April 2027. The engagement will inform the procurement strategy, specification, evaluation criteria and commercial model.

This planning exercise will suit suppliers with established cloud telephony, contact centre and wider digital communications capabilities, particularly those able to replace a back-office telephony estate while integrating with or preserving the existing STORM contact centre platform. DVLA is seeking evidence on migration strategies, transition risks, implementation timescales, innovation and future technology developments, so relevant experience in complex public-sector or enterprise telephony transformations will be useful. The market engagement is restricted to suppliers listed on Government Commercial Agency Framework RM6116 Network Services 3, Lot 4b Digital Communication Services. Small and medium-sized enterprises are identified as suitable for the requirement. Suppliers preparing for the future competition should be ready to explain their capabilities, migration approach and delivery capacity during the planned engagement.

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Notice Information

Notice Title

Provision of Contact Centre and Telephony Services

Notice Description

Provision of Contact Centre and Telephony Solutions

Planning Information

The Driver and Vehicle Licensing Agency (DVLA) intends to undertake preliminary market engagement to inform its potential future telephony programme. This includes, in particular, replacement of the existing back-office telephony estate whilst retaining the current STORM contact centre platform. Objectives of Market Engagement The objectives of this engagement are to: • Obtain information regarding current market capabilities and costs. • Understand available cloud telephony and communications solutions. • Gather supplier views on migration strategies and transition risks. • Inform the procurement strategy and commercial approach. • Understand likely implementation timescales. • Obtain feedback on innovation opportunities and future technology developments. • Inform the development of the future specification and evaluation criteria. Preliminary Market Engagement Event DVLA intends to hold a supplier market engagement event during August/September 2026. The virtual event will provide suppliers with information regarding: • DVLA's strategic objectives. • The Telephony Programme. • Existing telephony and contact-centre arrangements. • High-level business and technical requirements. • Procurement considerations and anticipated route to market. • Opportunities to provide market feedback to the RFI. Registration Process Registration Deadline Registration requests must be received no later than: 12:00 noon BST on Friday 14 August 2026 Attendance details and joining instructions will be issued following registration. Indicative Timetable Activity Target Date Registration Deadline 12:00 noon 14 August 2026 Market Engagement Event 10:00 – 11:30 am on 25 August 2026 Supplier Follow-up Sessions 1 & 2 September 2026 RFI Response Deadline 13 September 2026 Planned Competition Launch April 2027 Current Contract Expiry 7 March 2028 The current telephony contract shall expire on 7 March 2028 following exercise of the final extension option. Registration for Market Engagement Event The existing DVLA Contact Centre & Telephony Service agreement was procurement via Government Commercial Agency Framework RM3808 Network Services 2 and will end in March 2028. Engagement with the Government Commercial Agency has currently directed DVLA towards the planned new replacement framework RM6377 Network Services 4 Lot 3 as a new sourcing route. RM6377 is in the development phase and is scheduled for delivery in February 2027. In the interim RM6116 Network Services 3 includes a list of relevant suppliers that are likely to be able to fulfil the Agency’s pre-market engagement requirements. To that end DVLA is looking to undertake pre-market engagement with suppliers listed in Framework RM6116 Lot 4b (Digital Communication Services) ONLY. Suppliers from RM6116 Lot 4b wishing to attend the DVLA Telephony Market Engagement Event must register their interest by email. Expressions of interest should include: • Organisation name. • Primary contact name. • Job title. • Email address. • Telephone number. • Names and roles of all proposed attendees (maximum three attendees per organisation). • A very brief summary of the organisation's relevant telephony and communications capabilities. Registrations should be submitted to: Email: Paul.Matthews@dvla.gov.uk and KarenF.Evans@dvla.gov.uk Event Format The market engagement event shall be delivered virtually via Microsoft Teams. A number of short 1-2-1 follow-up sessions will be offered following the main presentation. Equal Treatment Statement Participation in the market engagement exercise is voluntary. Information obtained during the engagement may be used to develop the procurement strategy, technical specification, evaluation criteria and commercial model for any future competition. Participation, or non-participation, will not confer any advantage or disadvantage in any subsequent procurement process.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-069bcd
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/072477-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Award under framework
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

CPV Codes

32500000 - Telecommunications equipment and supplies

Notice Value(s)

Tender Value
£35,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
31 Jul 20261 months ago
Submission Deadline
Not specified
Future Notice Date
5 Apr 20277 months to go
Award Date
Not specified
Contract Period
8 Mar 2028 - 7 Mar 2033 Over 5 years
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
Driver & Vehicle Licensing Agency
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SWANSEA
Postcode
SA6 7JL
Postcode Area
Swansea
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL4 Mid and South West Wales
Small Region (ITL 3)
TLL43 Swansea
Delivery Location
Not specified
Local Authority
Swansea
Electoral Ward
Mynydd-bach
Westminster Constituency
Swansea West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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.

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