--- title: "The Department for Work and Pensions: Secure Card Payment Services Procurement" ocid: "ocds-h6vhtk-0426cd" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0426cd" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0426cd.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0426cd.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2024-01-29" --- # The Department for Work and Pensions: Secure Card Payment Services Procurement Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Tender OCID: ocds-h6vhtk-0426cd [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0426cd) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0426cd.json) ## Summary The Department for Work and Pensions (DWP) is currently seeking to procure the provision of Secure Card Payment Services (SCPS) with an estimated total contract value of approximately £12.5 million. The contract will last for an initial 3-year period, with a potential 36-month extension, and is anticipated to commence around 1st September 2024 after a 6-month implementation period. The procurement process is being carried out using the Restricted Procedure through FaTS. This tender opportunity offers businesses in the IT services industry, specifically those providing consulting, software development, and internet support, a chance to compete for a contract with the DWP. Companies with experience in secure card payment services, outbound call solutions, and interactive voice recognition technology would be well-suited to bid for this opportunity. The DWP aims to ensure continuity of services for receiving customer payments in a PCI DSS compliant manner and outbound call services, catering to around 11,000 agents. ## Notice The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The new SCPS Contract is required to ensure continuing capability for the DWP to receive customer payments in a PCI DSS compliant manner and provide all Outbound Telephone calls for the DWP. The current DWP provision allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS contract also includes the routing of outbound calls via the PCI DSS compliant service provider. The DWP takes approximately 750,000 card payments per annum, totalling approximately PS130M per annum. This is collected by two areas of the DWP and Northern Ireland's Department for Communities: Child Maintenance Group (CMG); and Debt Recovery. The DWP is undertaking this procurement process to secure a new SCPS Contract that can meet the current and future needs of the service to ensure value for money and service continuity. This contract will replace the current SCPS contract that enables Debt and Child Maintenance business groups to take customer payments using a Dual Tone Masking Frequency (DTMF) facility. Under the new SCPS Contract, the DWP has identified the following requirements: 1. Secure Card Payment Services (SCPS): The ability to take payments via inbound and outbound calls in secure fashion for 11,000 agents (SIP Licences); 2. Outbound Call Services - Due to the current architecture, all Outbound calls will traverse the SCPS. Regardless of whether a payment is taken or not all Outbound calls will use the Solution provided; 3. Self-Serve IVR Service - This will be used for Child Maintenance Group (CMG) and is to be outside of DWP. This is used to recover payments from non-payees via payroll. It sits outside of DWP Infrastructure within the supplier's environment; 4. Nailed up PSTN (Optional) - The DWP may require additional outbound call capacity to enable the DWP to deploy a Nailed Up PSTN Solution to deliver voice connectivity to 3rd party outsourcer for up to 6 months after contract start; 5. Additional SIP Licences (Optional) - The DWP may require an additional 2000 agents (with associated SIP Licences) to enable DWP to deploy a Nailed Up PSTN Solution following commencement of the provision of the services. 6. Additional OB channels are required as a tactical Solution to support significant increase in volume of long duration outbound calls being generated by the Genesys platform. ### Lot Information Lot 1 Through this procurement, the DWP is seeking to appoint a supplier who meets the following requirements: 1. Secure Card Payment Services (SCPS): The ability to take payments via inbound and outbound calls in secure fashion for 11,000 agents (with associated SIP Licences). 2. Outbound Call Services - Due to the current architecture, all Outbound calls will traverse the SCPS. Regardless of whether a payment is taken or not all Outbound calls will use the Solution provided. 3. Self-Serve IVR Service - This will be used for Child Maintenance Group (CMG) and is to be outside of DWP. This is used to recover payments from non-payees via payroll. It sits outside of DWP Infrastructure within the supplier's environment. 4. Nailed up PSTN (Optional) - The DWP may require additional outbound call capacity to enable the DWP to deploy a Nailed Up PSTN Solution to deliver voice connectivity to 3rd party outsourcer for up to 6 months following commencement of the provision of the services . 5. Additional SIP Licences (Optional) - The DWP may require an additional 2000 agents (with associated SIP Licences) to enable DWP to deploy a Nailed Up PSTN Solution. Additional OB channels are required as a tactical Solution to support significant increase in volume of long duration outbound calls being generated by the Genesys platform. Additional information: The DWP reserves the right to discontinue the procurement at any time and thereafter recommence a new procurement process on the same or any alternative basis at any stage or chose not to award a contract as a result of the procurement process. The DWP will not be liable for any costs or expenses incurred by Potential Suppliers/Tenderers in relation to this procurement. Options: The DWP intends to enter into a contract for an initial 3-year period with the option, exercised wholly at the discretion of DWP, to extend for a period or periods not exceeding a total of 36 months in aggregate. The DWP may require the supplier increase the number of SIP licences by 2,000 during the Contract Period as further detailed in the procurement documents. DWP may require the supplier to retain the Nailed Up PSTN capability for up to 6 months following the commencement of the provision of the services. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/002862-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning, Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 29 Jan 2024 | | Submission deadline | 13 Mar 2024 | | Future notice date | 29 Jan 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £12,513,595 | | Lots value | £12,513,595 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## 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 | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### Codes - 64200000 - Telecommunications services - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 29 Jan 2024 at 10:04 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002862-2024 - 19 Dec 2023 at 11:51 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/037265-2023 ## Notice URLs - https://dwp.bravosolution.co.uk - https://dwp.bravosolution.co.uk/ - https://dwp.bravosolution.co.uk/web/login.shtml - 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-0426cd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0426cd.json.