Department for Work and Pensions
Phase 2 Contact Centre Services
This is a contract result notice, not an open opportunity. Details from the official award data.
This is a large award for Business Services — above three-quarters of comparable contracts. Based on 57,319 valued Business Services tenders in our corpus.
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 £120m to £200m 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.
What the notice asks for
The successful Supplier will provide high quality
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 Successful Supplier must deliver a consistent
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
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.
The Supplier will adopt and implement new
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.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
What this notice demands of you
2 named, none in explicit obligation language. Each one is quoted from the notice.
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.
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.
Matched against the notice text, so this is a floor — the tender pack will demand things the notice never mentions. “Says must” means the quoted sentence itself used obligation language; anything ambiguous is left as a mention.
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- OCID
- d30dcdd3-0369-470c-896e-d54a3173fddc
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- tender_291885/1166174
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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