--- title: "Phase 2 Contact Centre Services" ocid: "ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de.json" source: "Contracts Finder" current_stage: "Award" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2023-01-25" --- # Phase 2 Contact Centre Services Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Award OCID: ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de.json) ## Summary The Department for Work and Pensions has awarded a contract for Phase 2 Contact Centre Services to G4S Facilities Management (UK) Ltd. The contract, valued between £120m and £200m, involves the provision of high-quality contact centre services supporting a range of telephony-based services. The procurement method was selective, with procurement from a framework agreement. The contract period ranges from December 19, 2022, to March 12, 2028, and the tender closed on July 6, 2022. This contract award presents an opportunity for businesses offering call centre services to expand their portfolio. Companies with experience in delivering telephony services and managing contact centre operations are well-suited to compete for this contract. The Department for Work and Pensions seeks a supplier capable of delivering consistent and innovative services, able to adapt to changing demands and environments efficiently. The contract offers a significant revenue potential over its term, making it an attractive prospect for service providers in the call centre industry. ## Notice The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised. The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources. These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace. This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc | | Notice type | Award Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Call-off from a framework agreement | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Jan 2023 | | Submission deadline | 6 Jul 2022 | | Future notice date | Not specified | | Award date | 19 Dec 2022 | | Contract period | 19 Dec 2022 - 12 Mar 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £200,000,000 | | Lots value | Not specified | | Awards value | £200,000,000 | | 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 | LEEDS | | Post town | Not specified | | Postcode | LD2 7UA | | Country | Not specified | | ITL 1 | Not specified | | ITL 2 | Not specified | | ITL 3 | Not specified | | Local authority | Not specified | | Electoral ward | Not specified | | Westminster constituency | Not specified | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | G4S FACILITIES MANAGEMENT (UK | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 25 Jan 2023 at 14:45 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc - 12 Jan 2023 at 10:50 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc ## Documents - https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc 25th January 2023 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/0dd2a996-92fc-4f05-8571-c983d8c9a0e1 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-b810ae57-b4c0-4927-80db-8628614d35de. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b810ae57-b4c0-4927-80db-8628614d35de.json.