---
title: "DWP Call Alerting and Transcription Service"
ocid: "ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7.json"
source: "Contracts Finder"
current_stage: "Planning"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2023-04-24"
---

# DWP Call Alerting and Transcription Service

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Planning  
OCID: ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7

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## Summary

The Department for Work and Pensions (DWP) is planning a procurement process for the "DWP Call Alerting and Transcription Service." This procurement falls under the Software package and information systems category. The budget for the project is £18,900,000, with a planned contract period from October 1, 2023, to September 30, 2025. The DWP anticipates using a selective procurement method by calling off from a dynamic purchasing system. The planning stage involves engaging potential suppliers to join the CCS Dynamic Purchasing System for future opportunities.

The procurement process for the "DWP Call Alerting and Transcription Service" presents an opportunity for businesses providing IT services, including consulting, software development, internet, and support, to compete. Suppliers interested in desktop automation, cognitive automation, natural language processing, and related technologies would be well-suited to bid for this contract. The DWP encourages small and medium-sized enterprises (SMEs) to participate in this selective procurement process, which aims to enhance call alerting and transcription services for improved customer support and management insights.

## Notice

PLEASE ENSURE YOU EXPAND THIS SECTION AND READ IN FULL This Prior Information Notice (PIN) is being issued to suppliers that are interested in supplying the Department for Work and Pensions (DWP) Call Alerting and Transcription (CAaT) service. The DWP anticipate offering this opportunity via the CCS Dynamic Purchasing System (DPS) Automation Marketplace framework (RM6173). This framework allows suppliers to apply to join at any point. In order to participate, suppliers must have joined the framework prior to the call-off procurement commencing. This procurement is subject to the Project undertaking the required governance and attaining the required approvals, including the funding and commercial approach. The financial estimates are based on the call volume forecast, and our estimate of likely costs. Suppliers interested in this opportunity are strongly encouraged to apply to join this framework immediately, in order that they might appear in the required DPS service category when DWP execute the required search. For Suppliers who are already members of the DPS Automation Marketplace framework, you are encouraged to review your current Product and Service Matrix and ensure that it is fully up to date and reflective of your capabilities, given consideration to the approach detailed below. The Project has reviewed the available DPS Automation Marketplace framework search filters for suitability in anticipation of commencing this procurement. The search results are based upon the Product and Service Matrix submitted by Suppliers when they apply to join the framework. The Project anticipates applying the following set of filters to determine a suitable list of Suppliers to which the Invitation To Tender (ITT) will then be issued. Suppliers on the framework who do not appear in the search results will not receive the ITT. Based upon our requirement and the Matrix of Filters descriptions provided in the "RM6173 Automation Marketplace DPS Customer Guidance v1.1" at Annex 1, it is expected that the following 3 primary and 12 secondary filters will all be applied in parallel: 1) Build a) Desktop Automation b) Cognitive Automation c) Natural Language Processing d) Computer Audition e) Text to Speech and Speech to Text f) Machine Learning g) Analytics 2) Live a) Time and Materials Resource b) Training In-House Capability with Digital Skills c) Workforce Training 3) Licenses a) Component Licenses relating to Build b) Licensing Support A version of the "Products and Service Matrix" has been attached to this PIN in the form required within the Bid Pack which could be used for potential Suppliers to apply to join this framework and participate in this opportunity. Additional information: DWP are responsible for welfare, pensions, and child maintenance policy within the UK. As the UK's biggest public service Department, it administers the State Pension and a range of working age and disability benefits to around 20 million citizens, primarily in the UK. A limited transcription and analytics capability exists today. The current solution uses recent call recordings to generate transcription files which are then assessed for keywords to identify possible customer needs. As such the current solution is not 'real time' but provides daily analysis for the calls which are screened to support continuous improvement. There is a business desire to enhance our ability to identify needs at the earliest opportunity. We would like our agents to have real-time, on-screen advice when dealing with customers with complex needs, this would be supplemented with real time agent/customer sentiment analysis. In addition, this capability will provide quantitative and qualitative management information, insights and reporting.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e5a21ef8-80f0-4325-a9c2-db3bae5c2d9b |
| Notice type | Planned Procurement Notice |
| Procurement type | Dynamic |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 24 Apr 2023 |
| Submission deadline | Not specified |
| Future notice date | 5 Jun 2023 |
| Award date | Not specified |
| Contract period | 30 Sep 2023 - 30 Sep 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £18,900,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT FOR WORK AND PENSIONS |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9DA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 24 Apr 2023 at 07:51 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/e5a21ef8-80f0-4325-a9c2-db3bae5c2d9b
- 13 Jan 2023 at 16:22 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/e5a21ef8-80f0-4325-a9c2-db3bae5c2d9b
- 25 Nov 2022 at 14:36 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/e5a21ef8-80f0-4325-a9c2-db3bae5c2d9b
- 4 Aug 2022 at 14:35 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
- 26 Jul 2022 at 09:47 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
- 22 Jul 2022 at 09:56 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
- 22 Jul 2022 at 09:48 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
- 22 Jul 2022 at 09:31 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
- 12 Jul 2022 at 08:42 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e5a21ef8-80f0-4325-a9c2-db3bae5c2d9b
  24th April 2023 - Future opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/584cf283-3a3e-4eaa-a2db-3097a60bb978
  4th August 2022 - Early engagement notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/add23a23-e660-4300-a490-6653b01bbd5c
  This RFI sets out our objectives of the market engagement process, our approach, general guidance, problem statements, future approach, requirements, volumes, questionnaire and timetable. It also contains the embedded Mutual NDA you are requested to return.
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/79dbafef-74cb-4c62-8d45-835975876ce8
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/478a817d-cf5f-4676-9098-8e0f6a89551d
  This document contains the set of DPS Automation Marketplace filters that we anticipate applying to determine a suitable set of Suppliers to issue the ITT to, presented in the form required to apply to join this framework.
- https://supplierregistration.cabinetoffice.gov.uk/dps#technology
  To find out how to become a supplier on this commercial agreement, download the relevant 'Bid pack' from this link, and read the 'Read First RM6173 Automation Marketplace - DPS Needs'. To apply, or to update your responses, click the relevant 'Access as a supplier' link to login/register. Registration is free and there is no limit on the number of suppliers who can join this DPS Marketplace.

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5100d0e3-caf3-4150-a116-ba7854327cb7.json.