---
title: "Universal Credit Contact Centre Services"
ocid: "ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2022-09-16"
---

# Universal Credit Contact Centre Services

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860

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## Summary

The Department for Work and Pensions has awarded the contract for "Universal Credit Contact Centre Services." This contract falls under the services category with a value of £322,000,000. The procurement method used was selective, calling off from a framework agreement. The contract period is from August 16, 2022, to August 15, 2025. The tender period ended on February 28, 2022, and the successful supplier is Teleperformance UK Limited based in Bristol, UK.

This opportunity aims to support the delivery of Universal Credit through high-quality contact centre services. Businesses well-suited to compete in this tender are those experienced in delivering telephony services with a focus on continuous improvement and innovation. The flexibility to scale resources and adapt to changing demands swiftly is essential for success in this contract. Companies offering customer contact services and solutions with a strategic approach to voice connectivity, particularly NGCC, are likely to thrive in this competitive environment.

## Notice

The successful Supplier will deliver high quality contact centre services that support the delivery of Universal Credit (UC). This will be delivered through a hybrid solution comprising on-site and homeworking delivery. The Contract will be for an initial term of 3 years with the option to extend up to a further one year plus up to a further one year. (3+1+1). The Successful Supplier must deliver a consistent quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the service. They must be able to have the flexibility to ramp resources up and down to meet demand and be able to react to planned and unplanned changes in demand, driven from a range of sources. It will be able to adopt and implement new related customer contact services or significant changes (e.g. working hour patterns) to the current services at pace. In accordance with the Specification, the Contract will deliver contact centre support service associated with Universal Credit (UC) including UC General Enquiries. The technical solution as regards to voice connectivity may also need to be varied during the term to move from tactical to a strategic solution using NGCC. This contract has now been awarded following a Competitive procedure through the CCS Telephony Services Contract RM 6181.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/62eb7856-8a7a-416e-b924-1003c5d8a7ef |
| 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 | 16 Sep 2022 |
| Submission deadline | 28 Feb 2022 |
| Future notice date | Not specified |
| Award date | 15 Aug 2022 |
| Contract period | 15 Aug 2022 - 15 Aug 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £322,000,000 |
| Lots value | Not specified |
| Awards value | £322,000,000 |
| 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 | Leeds |
| Postcode | LS2 7UA |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Little London & Woodhouse |
| Westminster constituency | Leeds Central and Headingley |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TELEPERFORMANCE |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79512000 - Call centre

## Release History

- 16 Sep 2022 at 15:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/62eb7856-8a7a-416e-b924-1003c5d8a7ef

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/62eb7856-8a7a-416e-b924-1003c5d8a7ef
  16th September 2022 - Awarded contract 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-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f03a1d2b-55cf-422d-86cb-6eb9fb4a3860.json.