Published date: 10 August 2023

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 25 September 2023, 1pm

Contract summary

Industry

  • Software package and information systems - 48000000

  • Telecommunications services - 64200000

  • IT services: consulting, software development, Internet and support - 72000000

    • Call centre - 79512000

Location of contract

United Kingdom

Value of contract

£0 to £159,200,000

Procurement reference

project_23210

Published date

10 August 2023

Closing date

25 September 2023

Closing time

1pm

Contract start date

4 April 2025

Contract end date

3 April 2030

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

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 renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies.

The contract will be based on the Model Services Contract (MSC) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3.

More information

Previous notice about this procurement

DWP Digital Channels Contact Centre (DC3)

  • Future opportunity
  • Published 11 July 2023, last edited 10 August 2023

Links

Additional text

The Authority reserves the right to change any or all of the dates in this timetable as necessary and will communicate such changes to the Tenderers as soon as practicable.

The Contract Dates reflect the anticipated Initial Term of 5 years. In addition, there will likely be two optional extension years, structured as +1+1.

The Value stated is based on an anticipated TCV for a full 7-year term, includes both the Initial Term and both optional extension years. The Spend Profile By Financial Year has not been provided but can be implied from the TCV.

About the buyer

Address

CAXTON HOUSE
LONDON
SW1H9DA
England

Email

ccmp.commercial@dwp.gov.uk

Website

https://www.gov.uk/government/organisations/department-for-work-pensions