DWP Digital Channels Contact Centre (DC3)

Award

Buyers

Value

£265,320,000

Suppliers

Classifications

  • Software package and information systems

Tags

  • award

Submission Deadline

1 year ago

Published

3 months ago

Description

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).

Documents

Premium

Bypass the hassle of outdated portals. Get all the information you need right here, right now.

  • Contract Agreement

    The official contract terms, conditions, and scopes of work.

    Download

  • Award Notice

    Details on the tender award and selected suppliers.

    Download

Similar Contracts

Open

Community Engagement Platform

The Council is seeking two platforms to be built for its internal use. Both are to be virtual software solutions which can be used by our own officers to create and manage engagement projects. Suppliers can bid for: Lot 1 - Digital website. Lot 2 - Voice specific engagement options Lot 3 - Lots 1 and 2 combined.

Katy Reed

Katy Reed

Published 4 hours ago
Open

Provision of a Human Resource System & Duties Management System

You are invited to tender for the provision of a Human Resources (HR) System and Duties Management System to Warwickshire Police. The requirement will be tendered in the following lots: Lot 1 – HR System including: o Human Resources Management and Training Administration (core requirements). o Case Management, Performance Management, and Recruitment (optional). Lot 2 – Duties Management System - A system which holds working hours and shift patterns for our officers and staff encompassing shift planning, rostering, managing minimum staffing levels, and leave requests. Important Note: For Lot 2 bidders must be able to deliver the solution directly and not through a partner. It is a condition of participation for Lot 2 that suppliers have a developed Duties Management System which is operating in a policing environment. We are following a competitive flexible procedure comprising of the following stages: Stage 1 – Participation & Tender Stage 2 – Demonstrations & BAFO Stage 3 – Contract Award This tender falls above the relevant threshold, therefore, is inside The Procurement Act 2023. The contract shall be for an initial period which includes the implementation period plus 5-year(s) licence, support & maintenance (from system go live) with an option to extend for up to a further 3 x 12-month periods. The contract dates and extension dates provided in this notice are for guidance only based upon estimated timescales of an implementation period February 2026 to July 2027 with an anticipated Go live of systems 01 August 2027. Estimated contract value ranges are as follows: Lot 1 - £900K to £1.5 million (excluding VAT) including one off implementation costs plus options Lot 2 - £800K to £1.25 million (excluding VAT) including one off implementation costs Costs are estimated and may be subject to change depending on the type of solution and licensing terms selected. All expressions of interest should be made via the Warwickshire Police In-tend tendering portal accessible via the In-tend Bluelight Hub: https://sell2.in-tend.co.uk/blpd/home. You can view the tender details via the `Tenders` tab. However to view the procurement documents you must register/ log in. To register please go to the `Portals` section and select Warwickshire Police to get to our tender portal. If you are already registered, simply log in and go the `Tenders` section to access the tender and the documents. Link to Supplier Guide for the In-tend Bluelight hub https://bluelightcommercial.police.uk/media/2284/sell2bluelight-in-tend-full-supplier-guide.pdf Please note that if you previously expressed interest in the Preliminary Market Engagement exercise, you must register separately for this tender exercise on In-tend. Any questions relating to this procurement procedure must be made via the Correspondence function on the In-tend portal.

Katy Reed

Katy Reed

Published 12 hours ago
Open

ITSM Tool Replacement and Configuration Management Database (CMDB)

This procurement is for Enterprise ITSM tooling and licences and CMDB tooling and licences, including service design, delivery/project management, implementation, and data migration support. Genomics England is exploring the Enterprise ITSM and does not currently have a configuration management data base (CMDB), which is a fundamental piece of functionality. We are seeking proposals for CMDB solutions which will be used to maintain, monitor, and obtain a better view of our environment. The solution will provide details of the machines on the network, software they're running, and expiry dates, and then link back to our contracts to provide asset numbers of kit etc. Software, licensing, and support will need to be procured to meet this project's needs.

Katy Reed

Katy Reed

Published 1 day ago

AI Bid Assistant

Our AI-powered tool to help you create winning bids is coming soon!

View Contract Source Save Contract

Organisation

Department for Work and Pensions

Ministry or any other national or federal authority, including their regional or local subdivisions

Timeline complete

Publish
Bid
Evaluate
Award
Complete