---
title: "The provision of Universal Credit (UC) Contact Centre Services"
ocid: "ocds-h6vhtk-02a7bd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a7bd"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a7bd.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a7bd.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2021-08-04"
---

# The provision of Universal Credit (UC) Contact Centre Services

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Tender  
OCID: ocds-h6vhtk-02a7bd

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## Summary

The Department for Work and Pensions (DWP) is seeking tenders for the provision of Universal Credit (UC) Contact Centre Services. This procurement falls under the services category, specifically in the call centre industry, with a total estimated value between £100 million and £300 million over an initial three-year term. The tender is currently in the planning stage, with a pre-procurement market engagement event scheduled for 10th May 2021. Interested suppliers should register their interest by contacting the DWP's dedicated email for further details on participation.

This tender presents significant growth opportunities for businesses specialising in contact centre services, telecommunications, and customer support solutions. Companies capable of delivering high-quality customer service, possessing flexible staffing solutions, and demonstrating innovation in service delivery will find this opportunity particularly fitting. The DWP is looking for partners that can quickly adapt to changing demands and maintain high standards of performance, thereby creating potential for successful collaboration over the contract period.

## Notice

The contract will include the delivery of contact centre telephony services for Universal Credit customers to enable them to access information about UC services and will include the ability to on-board additional service lines of a similar nature during the lifetime of the contract.

### Lot Information

Lot 1

DWP is looking to work in partnership to provide: A reliable and consistent service that operates the hours required by DWP and meets all Key Performance Indicators (KPIs) to deliver maximum customer satisfaction. Recruitment, training and retention of high calibre individuals across all roles that thrive in a change environment. Ability to significantly ramp resource up as well as down at short notice in response to demand fluctuations and requirements Commitment to provide innovation to continuously improve the service during the life of the contract. Provide a robust change management capability and Learning and Development functions that facilitates change implementation safely and at pace. Ability to adapt delivery model at pace to implement new or significant changes to current deliverables, including supporting "test and learns" and trialling new processes. The contract will involve access to secure DWP telephony systems. The contract will involve connectivity to DWP's Genesys Contact Centre Solution, known as the Next Generation Contact Centre. The supplier will provide desktops and IT equipment for the delivery of the service lines. DWP will be holding a pre-procurement market engagement process in the week commencing 10th May 2021: A pre-market engagement event to be held on 10th May 2021. This will consist of: Morning Session: DWP officials to provide suppliers an overview of the requirement. Following the presentation there will be an opportunity for suppliers to ask questions. Afternoon Session: We will have three interactive focussed sessions on specific areas for suppliers to gain a greater understanding of the requirements, seek clarity and ask questions. Following the event, the intention is to hold Virtual Bidder 1-2-1 sessions for suppliers who have a genuine interest in bidding for the UC CCS and an appetite to have a 1-2-1 discussion with the Department. To register your interest and to receive further information on the pre-market engagement, please notify DWP by sending an email to cd.uccontactcentrecommercialteam@dwp.gov.uk. Please include a header title in the email: Supplier Name_ UC CC Event EOI Additional information: The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK's biggest public service department it administers the State Pension, Universal Credit and a range of working age, disability and ill health benefits to over 22 million claimants and customers.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/018834-2021 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Aug 2021 |
| Submission deadline | Not specified |
| Future notice date | 21 Jul 2021 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £200,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| 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 |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48000000 - Software package and information systems
- 72210000 - Programming services of packaged software products
- 72212211 - Platform interconnectivity software development services
- 72250000 - System and support services
- 72500000 - Computer-related services
- 72590000 - Computer-related professional services
- 75100000 - Administration services
- 75112000 - Administrative services for business operations
- 75120000 - Administrative services of agencies
- 79311000 - Survey services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79342320 - Customer-care services
- 79500000 - Office-support services
- 79511000 - Telephone operator services
- 79512000 - Call centre
- 79900000 - Miscellaneous business and business-related services

## Release History

- 4 Aug 2021 at 21:45 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/018834-2021
- 19 Apr 2021 at 21:54 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/008268-2021

## Notice URLs

- http://www.gov.uk/dwp
- https://dwp.bravosolution.co.uk
- 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-h6vhtk-02a7bd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02a7bd.json.