--- title: "Contact Centre Market Engagement" ocid: "ocds-h6vhtk-038abb" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-038abb" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-038abb.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-038abb.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2022-12-05" --- # Contact Centre Market Engagement Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Planning OCID: ocds-h6vhtk-038abb [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-038abb) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-038abb.json) ## Summary The Department for Work and Pensions (DWP) has initiated a tender titled "Contact Centre Market Engagement" in the services industry category. The market engagement process aims to gather insights from suppliers for DWP's future contact centre strategy. Deadlines for submitting Request for Information (RFI) responses is 17:00 on 6th January 2023. The location for this procurement opportunity is in Leeds, United Kingdom. This tender presents an opportunity for businesses specialising in call centre technology, software development, data analytics, and workforce optimisation. Suppliers can engage with DWP through the eSourcing portal to access documentation and contribute to the market engagement activity. The exercise offers a chance to provide insights that could inform DWP's future decisions regarding its contact centre operations beyond the current contract. Businesses interested in partnering with DWP for contact centre services should consider participating in this market engagement process. ## Notice The Department for Work and Pensions' (DWP's) existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 33,000 advisors (c.17,000 concurrent) in circa 200 locations and handling approximately 90 million calls per annum. The contact centre platform is delivered on behalf of DWP by a managed service provider. DWP is currently evaluating options for how to continue delivering services beyond the expiry of the current contract. DWP is therefore undertaking a market engagement exercise to gather insights from suppliers to help inform its future contact centre strategy. The market engagement activity will consist of an initial webinar session hosted by DWP alongside issuing various Request for Information (RFI) documents to gather specific insights on key solution areas and options. ### Lot Information Lot 1 DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 33,000 advisors (c.17,000 concurrent) in circa 200 locations and handling approximately 90 million calls per annum. The contact centre platform is delivered on behalf of DWP by a managed service provider. DWP is currently evaluating options for how to continue delivering services beyond the expiry of the current contract. Any future omnichannel contact centre solution must incorporate the standard inbound and outbound voice elements of a modern contact centre, further including email & webchat, call recording and speech analytics whilst taking into consideration that there will be the development of other future omnichannel services. DWP is undertaking a market engagement exercise to gather insights from suppliers to inform its future contact centre strategy. The market engagement activity consists of an initial webinar session taking place at 13:00 on 12th December 2022 to provide some background and context to the requirement. All documentation, including the webinar invitation, can be accessed via the DWP e-Sourcing portal https://dwp.bravosolution.co.uk. The slides from the webinar will be published on the portal alongside a list of supplier questions and DWP answers from the session. In addition, several Request for Information (RFI) documents are available via the DWP e-Sourcing portal as set out below to gather specific insights on key solution areas and options. Suppliers can select any number of RFIs to respond to: RFI 1 - Contact Centre Platform - DWP require a contact centre technology platform providing all core capabilities. RFI 2 - Outbound Dialler Integration - An Outbound Dialler solution is required to integrate into the proposed contact centre solution. RFI 3 - Presentation Layer for Historic Management Information (MI) - DWP require a data analysis and report authoring tool that can digest data from the contact centre platform and other sources. RFI 4 -Workforce Optimisation - A workforce optimisation solution that will provide DWP with agent forecasting and scheduling capability along with real-time contact centre performance and agent adherence monitoring. The following two RFIs will be added to the portal by 9th December 2022. RFI 5 - Managed Service/Run Partner - An operating and support model that manages the proposed contact centre on behalf of DWP or an alternative method of support/co-operation. RFI 6 - Survey Solution - Integrated into the contact centre platform a survey solution that citizens can interact with via their keypad or through voice recognition. All information relating to this market engagement activity, including the RFI documents and webinar invitation, are available via the DWP eSourcing portal https://dwp.bravosolution.co.uk. Please register as a supplier on this solution and express an interest in the "Contact Centre Market Engagement" opportunity to access the documentation. Further details are provided in the Additional Information section below. The deadline for submitting RFI responses is 17:00 on 6th January 2023. Submissions are required to be made via the DWP eSourcing portal. DWP reserves the right to clarify RFI responses or to enter into more detailed discussions with individual suppliers to gather more qualitative insights. Please note that the market engagement activity will not be used to formally evaluate suppliers and any information shared will be used for information purposes only to provide insights and to inform DWP of market capabilities. Any information received or discussions held will not contribute or influence the evaluation of any potential future tender submissions. Participation in this exercise is optional with all associated costs to be borne by the supplier. Any decision not to participate will not preclude any suppliers from participation in any subsequent procurement activity. 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 and a range of other working age, disability, and ill health benefits to around 20 million claimants and customers. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/034379-2022 | | 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 | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Dec 2022 | | Submission deadline | Not specified | | Future notice date | 30 Mar 2023 | | 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 | 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 - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 48000000 - Software package and information systems - 48100000 - Industry specific software package - 72210000 - Programming services of packaged software products - 72212211 - Platform interconnectivity software development services - 72250000 - System and support services - 72317000 - Data storage services - 72500000 - Computer-related services - 72590000 - Computer-related professional services - 79512000 - Call centre ## Release History - 5 Dec 2022 at 15:40 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/034379-2022 ## Notice URLs - 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-038abb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-038abb.json.