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| Source: | Contracts Finder |
| Notice Type: | Award notice |
| Buyer: | Department for Work and Pensions |
| Main Category: | Services |
| Procurement Method: | Competitive procedure with negotiation (above threshold) |
| Tender Status: | Closed |
| Estimated Value (ex. VAT): | £265,320,000 |
| Release Date: | 6 June 2025 |
| Application Deadline: | 25 September 2023 |
| Contract Start Date: | 6 May 2025 |
| Contract End Date: | 6 May 2030 |
| Contract Duration: | 5.1 years |
| Procurement ID (OCID): | ocds-b5fd17-82559c55-165e-4a9d-bca7-1e54891970a1 |
| Notice Reference: | b4dfbb5f-e908-478f-85ae-dfea3c86c9a9-848497 |
All 3 notices for this procurement, oldest first.
DWP Digital Channels Contact Centre (DC3)
DWP Digital Channels Contact Centre (DC3)
DWP Digital Channels Contact Centre (DC3)
View Original Notice
Access the full notice on the official portal
Awarded to
| Award value: | £265,320,000 |
| Award decision date: | 23 April 2025 |
| Award status: | Active |
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. DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (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. Additional information: The value of the Contract stated in this notice is an estimated total value based on: a. an estimate of £168.8m (exclusive of VAT) for the contracted services to be provided during (i) the 5-year initial term of the Contract (which is reflective of the accelerated delivery plan submitted by the successful bidder in accordance with the final tender instructions) and (ii) the two optional 1-year extensions to the Contract, including in each case forecast indexation (as appropriate, in line with the associated contractual provisions); and b. an estimate of £52.3m (exclusive of VAT) for (i) the forecast use of the Optional Services specified within the Contract and (ii) ad-hoc Contract Change (based on historic levels of change), excluding in each case forecast indexation (which may need to be applied in future, in line with the associated contractual provisions).
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Pipeline status
Not addedImports the contract into your BidWriter pipeline · Qualify before you commit to bid
Application Deadline
25 September 2023
Closed
Estimated Value
£265,320,000
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