Department for Work and Pensions
DWP Digital Channels Contact Centre (DC3)
This is a contract result notice, not an open opportunity. Details from the official award data.
This is a large award for Software & IT Systems — above three-quarters of comparable contracts. Based on 30,286 valued Software & IT Systems tenders in our corpus.
The existing DWP 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.
What the notice asks for
The Contact Centre Modernisation Programme (CCMP) is
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.
DC3 will provide enhanced capabilities including softphone
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
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.
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- OCID
- b4dfbb5f-e908-478f-85ae-dfea3c86c9a9
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- tender_243152/1473206
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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