--- title: "DWP Digital Channels Contact Centre (DC3)" ocid: "ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75.json" source: "Contracts Finder" current_stage: "Tender" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2023-08-10" --- # DWP Digital Channels Contact Centre (DC3) Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Tender OCID: ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75.json) ## Summary The Department for Work and Pensions (DWP) is planning a tender for the DWP Digital Channels Contact Centre (DC3) project in the software and information systems industry category. The procurement method is a selective competitive procedure with negotiation above the threshold. The tender period ends on September 25, 2023, with a planned contract period from April 4, 2025, to April 3, 2030. The estimated contract value covers a 7-year term, including an initial 5-year period and two optional extension years. The buying organisation is located in London, England. The DWP Digital Channels Contact Centre (DC3) tender presents opportunities for businesses in telecommunication services, IT consulting, software development, and call centre industries. Companies well-suited to compete in this tender are those offering cloud hosting, softphone capabilities, webchat services, call routing technologies, and compliance solutions. The procurement stage is planned, and key future dates include the tender closing on August 10, 2023, and the contract period starting on January 1, 2025. Businesses interested in providing managed service solutions for DC3 should monitor updates from the DWP regarding governance approvals and official communication. ## Notice 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 renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies. The contract will be based on the Model Services Contract (MSC) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3. Additional information: The Authority reserves the right to change any or all of the dates in this timetable as necessary and will communicate such changes to the Tenderers as soon as practicable. The Contract Dates reflect the anticipated Initial Term of 5 years. In addition, there will likely be two optional extension years, structured as +1+1. The Value stated is based on an anticipated TCV for a full 7-year term, includes both the Initial Term and both optional extension years. The Spend Profile By Financial Year has not been provided but can be implied from the TCV. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/462331a8-d4c7-4bea-af8b-64d59d0039d6 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive procedure with negotiation (above threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning, Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Aug 2023 | | Submission deadline | 25 Sep 2023 | | Future notice date | 10 Aug 2023 | | Award date | Not specified | | Contract period | 4 Apr 2025 - 3 Apr 2030 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | DEPARTMENT FOR WORK AND PENSIONS | | Locality | LONDON | | Postcode area | 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 - 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 - 10 Aug 2023 at 11:28 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/462331a8-d4c7-4bea-af8b-64d59d0039d6 - 10 Aug 2023 at 09:27 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/d0019e9a-a7a3-4ee5-aeb9-1a3a91fcd75f - 11 Jul 2023 at 14:42 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/d0019e9a-a7a3-4ee5-aeb9-1a3a91fcd75f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/462331a8-d4c7-4bea-af8b-64d59d0039d6 10th August 2023 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/d0019e9a-a7a3-4ee5-aeb9-1a3a91fcd75f 10th August 2023 - Future opportunity notice on Contracts Finder - https://www.find-tender.service.gov.uk/Notice/034379-2022 A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery services beyond the expiry of the current contract as part of a market engagement exercise, outlining a set of discrete RFI documents. As part of this PIN, DWP wish to clarify our intent to procure a single DC3 managed service provider to deliver the entire CCMP scope outlined in the RFIs. - https://dwp.bravosolution.co.uk/ The procurement documentation can be found at this link using reference "pqq_28913". ## 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-a628f8be-dcd9-4ab3-b777-968bd8c2ec75. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a628f8be-dcd9-4ab3-b777-968bd8c2ec75.json.