---
title: "DWP NGCC User Centred Service design and delivery"
ocid: "ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2022-04-06"
---

# DWP NGCC User Centred Service design and delivery

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23.json)

## Summary

The Department for Work and Pensions is seeking services related to User Research, User Experience, and Product Management for its Next Generation Contact Centre. The tender, titled "DWP NGCC User Centred Service design and delivery," falls under the Information Technology Services sector and is based in Blackpool, England. The tendering process was conducted through a selective procurement method, with a contract value of £4,323,000, and the contract period is set from 1 April 2022 to 31 March 2023. Notably, the tender period closed on 16 February 2022.

This contract presents a significant opportunity for SMEs in the technology and service design industries, particularly those specialising in user experience and research. Companies with expertise in conversational platforms and automated telephony should consider competing for future contracts in similar services. Engaging with the Department for Work and Pensions could lead to ongoing partnerships, especially as the estimated charges for potential extensions may reach £1.5 million per annum.

## Notice

Provision of User Research / User Experience and Product Management services for Next Generation Contact Centre (NGCC), Conversational Platform (CP) and Automated Telephony Excellence (ATE). Additional information: Should this contract be extended for any period then the estimated charges would be cPS1.5m p.a. based on a pro-rata of the same services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7e6b34fc-ea64-433c-9fdd-c19b54d6dd9a |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Apr 2022 |
| Submission deadline | 16 Feb 2022 |
| Future notice date | Not specified |
| Award date | 16 Feb 2022 |
| Contract period | 31 Mar 2022 - 31 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £4,323,000 |
| Lots value | Not specified |
| Awards value | £1,441,000 |
| 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 | BLACKPOOL |
| Post town | Blackpool |
| Postcode | FY4 5ES |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD4 Lancashire |
| ITL 3 | TLD42 Blackpool |
| Local authority | Blackpool |
| Electoral ward | Stanley |
| Westminster constituency | Blackpool South |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HIPPO DIGITAL |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72222300 - Information technology services

## Release History

- 6 Apr 2022 at 09:49 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7e6b34fc-ea64-433c-9fdd-c19b54d6dd9a

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7e6b34fc-ea64-433c-9fdd-c19b54d6dd9a
  6th April 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ceeaacbf-3301-4998-b750-7e829e482f4c
  n/a

## 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-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9fb49892-9cfd-49c2-aafe-ca71dc5e2d23.json.