--- title: "Phase 2 Contact Centre Services" ocid: "ocds-h6vhtk-066218" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-066218" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-066218.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-066218.json" source: "Find A Tender Service" current_stage: "Award" buyer: "DEPARTMENT FOR WORK & PENSIONS" published: "2026-03-12" --- # Phase 2 Contact Centre Services Buyer: DEPARTMENT FOR WORK & PENSIONS Current stage: Award OCID: ocds-h6vhtk-066218 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-066218) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-066218.json) ## Summary The Department for Work & Pensions (DWP) has awarded a contract for the provision of Phase 2 Contact Centre Services to G4S Facilities Management (UK) Ltd. The contract, which has an active status as of 12th March 2026, was established under a competitive procedure related to Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement (RM 6181). With an anticipated value ranging from £120m to £200m, the contract will run from 13th March 2026 to 12th March 2028, with the option to extend by an additional two years. The services will be delivered in a hybrid model, incorporating both office and homeworking solutions across the UKE region. This contract represents a significant opportunity for large-scale service providers specialising in call centre services to enhance their operations and expand their market presence. The requirement for flexibility in resource deployment and responsiveness to both planned and unplanned changes in citizen demand highlights the need for adaptable and innovative service providers. Businesses with experience in managing hybrid telephony solutions and those capable of implementing ancillary contact services at pace will be well-suited to compete in this sector. This contract not only offers substantial financial engagement but also allows for continuous improvement and innovation in public service delivery, potentially leading to further opportunities within the sector. ## Notice The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised. The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources. These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace. This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181. https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc For clarity and avoidance of doubt: This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it. ### Lot Information Lot 1 The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is PS120m to PS200m depending upon whether options to extend are exercised. The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources. These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace. This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181. ### Procurement Information For Clarity and avoidance of doubt: This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it. https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc The reason that 'award with no prior notice' was used here is because using Restricted Procedure Type required the PIN code of an F02 notice. As this was procured on a framework there was no F02 notice this option was chosen as a workaround to Atamis. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/022124-2026 | | Notice type | Award Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Limited | | Procurement method details | Award procedure without prior publication of a call for competition | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 12 Mar 2026 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 3 Mar 2026 | | Contract period | 13 Mar 2026 - 12 Mar 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £435,100,394 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | DEPARTMENT FOR WORK & PENSIONS | | Locality | LONDON | | Post town | South West London | | Postcode | SW1H 9NA | | 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 | TLE Yorkshire and The Humber | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | G4S FACILITIES MANAGEMENT (UK | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 12 Mar 2026 at 09:07 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/022124-2026 - 12 Mar 2026 at 09:06 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/022121-2026 - 4 Mar 2026 at 13:48 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/019483-2026 ## Notice URLs - http://www.g4s.com/ - https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc - 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-066218. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-066218.json.