---
title: "DWP Digital Channels Contact Centre (DC3)"
ocid: "ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2025-06-18"
---

# DWP Digital Channels Contact Centre (DC3)

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1

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## Summary

The Department for Work and Pensions (DWP), located at Caxton House, London, England, has recently completed the procurement process for the Digital Channels Contact Centre (DC3). This contract represents a modernisation initiative within one of the largest government contact centres in Europe, under the DWP’s Contact Centre Modernisation Programme. This procurement falls under the industry categories of Software package and information systems, Telecommunications services, IT services, and Call centres, with a significant focus on delivering enhanced digital communications capabilities. The selective procurement method utilised a competitive procedure with negotiation, tailored for services, and oversighted the award process which was completed on 7th May 2025, with an estimated contract value of £265.32 million, extending up to 6th May 2030.

For businesses keen on tapping into growth via large-scale digital transformation and contact centre solutions, involvement in this tender process opens significant opportunities. SMEs, especially those involved in cloud-based contact centre technologies, telecommunication solutions, and CRM integrations, stand to benefit from engaging with similar procurement opportunities in the future. Route 101 Limited, an SME itself, exemplifies success by having secured the role of the supplier for this substantial contract. This lays a vital blueprint for SMEs aiming to scale through offering innovative and cost-effective tech solutions to significant government projects that demand modernisation and enhanced service delivery. The DWP's initiative highlights the ongoing demand for technological innovation to remodel public service sectors across diverse geographical locations, including the UK and even globally.

## Notice

The existing DWP 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. DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (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. Additional information: The value of the Contract stated in this notice is an estimated total value based on: a. an estimate of PS168.8m (exclusive of VAT) for the contracted services to be provided during (i) the 5-year initial term of the Contract (which is reflective of the accelerated delivery plan submitted by the successful bidder in accordance with the final tender instructions) and (ii) the two optional 1-year extensions to the Contract, including in each case forecast indexation (as appropriate, in line with the associated contractual provisions); and b. an estimate of PS52.3m (exclusive of VAT) for (i) the forecast use of the Optional Services specified within the Contract and (ii) ad-hoc Contract Change (based on historic levels of change), excluding in each case forecast indexation (which may need to be applied in future, in line with the associated contractual provisions).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b4dfbb5f-e908-478f-85ae-dfea3c86c9a9 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation (above threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Jun 2025 |
| Submission deadline | 25 Sep 2023 |
| Future notice date | Not specified |
| Award date | 6 May 2025 |
| Contract period | 6 May 2025 - 6 May 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £265,320,000 |
| Lots value | Not specified |
| Awards value | £265,320,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ROUTE 101 |

## CPV Codes

### 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

### Codes

- 48000000 - Software package and information systems
- 64200000 - Telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
- 79512000 - Call centre

## Release History

- 18 Jun 2025 at 16:16 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b4dfbb5f-e908-478f-85ae-dfea3c86c9a9
- 6 Jun 2025 at 10:08 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b4dfbb5f-e908-478f-85ae-dfea3c86c9a9
- 6 Jun 2025 at 09:31 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b4dfbb5f-e908-478f-85ae-dfea3c86c9a9

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b4dfbb5f-e908-478f-85ae-dfea3c86c9a9
  18th June 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0fb0a5c7-87b3-48b2-9437-7ca03526dea7
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5a2ee4ac-239e-466f-b32c-febb63c17785
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cb26a02a-49df-4a3d-a790-93f6514abfbc
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f195bb90-5650-4ce9-b1c2-3ca0f0ecde4f
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/85cd5b53-c8c8-47a1-b444-07e208f8abbd
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/39b3e7ef-305d-4a58-a163-c2bf585162bb
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ac0e3a37-44e5-460c-86c2-cbc5196fb89c
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9a91dc3c-4241-45b7-a664-c7420c9d2e2d
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2f9d611a-b18f-4e09-ba9d-045d54ba0227
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1255f0fc-1eab-4d00-8f38-5784be328e13
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2ae68965-4afd-4e50-81ba-b254ace78509
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4f052c62-9860-40a9-aef1-04976891b657
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7554211b-c928-44a4-baec-e4a8700a3c81
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/38a5d9b4-7bc6-457f-bd8d-031d337d9d15
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6852ffa7-c443-42e2-a094-2383ce2f6590
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/27113072-4007-45c4-94bb-f55b8ba2f522
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2edc5c12-fbfb-4676-898a-9092682e28b2
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a9f747c8-d657-4244-9090-3b25b0b9be0d
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/497d2a66-bf15-4317-ae25-4130fc0bc17f
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/647071a9-ee65-4ce1-9067-99e2791a7c90
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7dc843eb-6921-4815-8980-1afa241e7654
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/fbc1c479-5d25-4910-93ca-4b37dc7e941b
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/6f57358f-b2b9-41b9-88e6-eef0ebfaa71b
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/083d4453-7c12-4887-80fb-6fecaf8e327a
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0bc7affe-b75f-419c-99f5-7d7fa0b3175f
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b0cd93bc-52b3-4d46-a9b6-dad3716cb2c6
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/66038432-8435-4a08-afe8-bde4e59005e4
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/98ce6226-46b8-4c46-b384-633cace0b939
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c6b80544-4af2-4664-a9d6-8acef247afd0
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d33599a6-682f-4210-81b4-e0301d7f7008
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e451b7c3-3863-4c1f-833c-27daaed9e548
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- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1692c62d-f3c1-42d5-8cab-65f57a2d8f24
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## Notice URLs

- https://www.gov.uk/government/organisations/department-for-work-pensions

## 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-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1.json.