---
title: "DWP Digital Channels Contact Centre (DC3)"
ocid: "ocds-h6vhtk-03e0a8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03e0a8"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03e0a8.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03e0a8.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2025-06-06"
---

# DWP Digital Channels Contact Centre (DC3)

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-h6vhtk-03e0a8

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## Summary

The procurement process initiated by the Department for Work and Pensions (DWP), based in London, UK, concerns the establishment of a new Digital Channels Contact Centre (DC3) under the Contact Centre Modernisation Programme. The title of the contract is "DWP Digital Channels Contact Centre (DC3)," classified under the call centre industry with a primary service procurement category. The procurement method employed is a selective, competitive procedure with negotiation. Key dates to note include a contract signed on 7th May 2025, with an anticipated duration of 5 years, extendable by two more years as required. The procurement stage is at the award phase, indicating the contract's active status, valued at £221.1 million GBP.

This tender provides a substantial opportunity for businesses equipped to offer advanced contact centre capabilities, such as cloud-hosted solutions, softphone communications, Interactive Voice Response (IVR), and integration with non-geographic number services. SMEs like Route 101 Limited have been successful in competing for this contract due to their ability to provide comprehensive Contact Centre as a Service (CCaaS) platforms. Companies specializing in telecommunications, IT services, software package systems, and business consultancy are ideal candidates for such a contract due to the technological and operational expertise required. This procurement opportunity not only promotes innovation in digital service delivery but also aligns with public service transformation and cost efficiency initiatives.

## Notice

DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe. The current contact centre platform is delivered on behalf of DWP by a managed service provider. The Contact Centre Modernisation Programme (CCMP) is directly aligned to the DWP Strategy and Departmental plans to transform our services and deliver an effective welfare system for Citizens when they need it, while reducing costs and achieving value for money for taxpayers. The CCMP strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider.

### Lot Information

Lot 1

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (IVR), advisor skills based call routing, call recording and call transcription. It will be cloud hosted and will integrate with existing platforms that deliver capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance and Automated Customer Experience as well as integrations into Business Group CRM and call routing strategies.

Options: The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1). The Authority may choose to utilise the Optional Services included within the procurement.

Renewal: The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/030479-2025 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Jun 2025 |
| Submission deadline | 25 Sep 2023 |
| Future notice date | 3 Aug 2023 |
| Award date | 6 May 2025 |
| Contract period | 1 Jan 2025 - 31 Dec 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £159,200,000 |
| Lots value | £159,200,000 |
| Awards value | Not specified |
| Contracts value | £221,100,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT FOR WORK AND PENSIONS |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9DA |
| 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ROUTE 101 |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 64 - Postal and telecommunications services
- 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
- 64200000 - Telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
- 79512000 - Call centre

## Release History

- 6 Jun 2025 at 09:39 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/030479-2025
- 21 Nov 2023 at 09:55 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034357-2023
- 10 Aug 2023 at 08:10 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/023313-2023
- 11 Jul 2023 at 13:54 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/019801-2023
- 11 Jul 2023 at 13:30 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/019791-2023

## Notice URLs

- https://dwp.bravosolution.co.uk/
- https://dwp.bravosolution.co.uk/web/login.shtml
- https://www.find-tender.service.gov.uk/api/1.0/ocdsReleasePackages/019791-2023
- https://www.find-tender.service.gov.uk/api/1.0/ocdsReleasePackages/ocds-h6vhtk-03e0a9
- 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-03e0a8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03e0a8.json.