--- title: "Digital Service Desk - Department for Work and Pensions" ocid: "ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff.json" source: "Contracts Finder" current_stage: "Planning" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2018-03-26" --- # Digital Service Desk - Department for Work and Pensions Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Planning OCID: ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff.json) ## Summary The Department for Work and Pensions (DWP) is in the planning stage of a procurement process for a Digital Service Desk, aimed at enhancing its user support services across the UK. The buying organisation, headquartered in London, is seeking to engage potential providers through a Request for Information (RFI), with responses due by 12th April 2018. This initiative is part of DWP's strategy to provide IT support to approximately 90,000 users across 800 locations, with the current contract set to expire in August 2019. The procurement falls under the category of IT services, specifically targeting consulting, software development, and support services, as classified by the CPV codes 72000000 and related subcategories. This procurement presents a significant opportunity for businesses specialising in IT services, particularly those offering innovative digital support solutions, helpdesk, and user-centric services. Companies with experience in managing large-scale service operations or those with advanced technological capabilities in telephony, chat, and portal integration will be well-positioned to compete. DWP aims to maximise operational efficiency and enhance user satisfaction through this engagement, making it vital for interested suppliers to demonstrate their ability to meet these strategic objectives. ## Notice The Department for Work and Pensions (DWP) is considering options for the future delivery of its Digital Service Desk and is inviting Digital Service Desk providers to complete a Request for Information (RFI). DWP's vision for the Digital Service Desk is: - Innovative Digital Service Desk which encompasses blended support of advanced telephony, portal and chat channels, exploiting the use of these channels where possible - Providing a user-centric service that provides the optimum end-user experience, with user satisfaction measured by automated surveys and metrics - Supports DWP's strategic objective of maximising operational performance and eliminating service downtime - Maximises the level of first point of contact resolution - Provides high levels of engagement and collaboration with other suppliers and resolver groups to optimise the user experience - Builds end user capability and proactively markets, monitors and encourages take-up of end user self-help capability - Secure service that protects our people, customers, information and physical assets - Integrates seamlessly with the existing DWP in-house functions and tooling to provide the optimum service to end users - A flexible service that can respond and adapt to a constantly changing technological landscape This RFI relates solely to the Digital Service Desk, the contract for which is currently due to expire August 2019. DWP has previously brought the Service Integration function in-house and sourced an integrated IT Service Management (ITSM) toolset, ServiceNow, which is in place. The Digital Service Desk forms part of DWP's User Support Services, providing IT support to 90,000 users in 800 locations. The Digital Service currently handles circa 355,000 telephony contacts and 195,000 portal contacts per annum. First contact resolution and shift left are at the core of the Department's user support strategy. Responses to the Request for Information will help us to gauge the level of interest from potential suppliers and understand the capabilities and innovations within the marketplace to deliver our vision for the Digital Service Desk. Responses received will also help inform the Department's future sourcing strategy and thinking. Please note: This exercise is not part of any pre-qualification, selection process or bid evaluation. Publication or response does not commit the Department for Work and Pensions or respondents to any award of contracts or to any future procurement, nor provide any process exemptions or preferential treatment to any parties expressing an interest. The Department for Work and Pensions will not be liable for costs incurred by any interested party in participating in this exercise. Please apply to the buyer for the Request for Information document. Please submit your responses to the Request for Information by Thursday 12th April 2018. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4788a366-bbff-4f07-a543-76a06fcbb67f | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 26 Mar 2018 | | Submission deadline | Not specified | | Future notice date | 26 Jun 2018 | | Award date | Not specified | | Contract period | Not specified | | 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 | Planning | | 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 9NA | | 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 - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support - 72250000 - System and support services - 72253000 - Helpdesk and support services - 72610000 - Computer support services ## Release History - 26 Mar 2018 at 14:11 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/4788a366-bbff-4f07-a543-76a06fcbb67f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/4788a366-bbff-4f07-a543-76a06fcbb67f 26th March 2018 - Early engagement notice on Contracts Finder ## 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-aa457e01-e11b-471a-8206-cd7893952aff. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-aa457e01-e11b-471a-8206-cd7893952aff.json.