Published date: 16 September 2022

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 28 February 2022, 10am

Contract summary

Industry

  • Call centre - 79512000

Location of contract

Any region

Value of contract

£200,000,000 to £322,000,000

Procurement reference

tender_281506/1103585

Published date

16 September 2022

Closing date

28 February 2022

Closing time

10am

Contract start date

16 August 2022

Contract end date

15 August 2025

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

The successful Supplier will deliver high quality contact centre services that support the delivery of Universal Credit (UC). This will be delivered through a hybrid solution comprising on-site and homeworking delivery. The Contract will be for an initial term of 3 years with the option to extend up to a further one year plus up to a further one year. (3+1+1).
The Successful Supplier must deliver a consistent quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the service. They must be able to have the flexibility to ramp resources up and down to meet demand and be able to react to planned and unplanned changes in demand, driven from a range of sources. It will be able to adopt and implement new related customer contact services or significant changes (e.g. working hour patterns) to the current services at pace.
In accordance with the Specification, the Contract will deliver contact centre support service associated with Universal Credit (UC) including UC General Enquiries.
The technical solution as regards to voice connectivity may also need to be varied during the term to move from tactical to a strategic solution using NGCC.

This contract has now been awarded following a Competitive procedure through the CCS Telephony Services Contract RM 6181.

Award information

Awarded date

16 August 2022

Contract start date

16 August 2022

Contract end date

15 August 2025

Total value of contract

£322,000,000

This contract was awarded to 1 supplier.

Teleperformance UK Limited

Address

Spectrum House, Bond Street, Bristol, Bristol, BS1 3LG, UNITED KINGDOM

Reference

No reference - other

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

Quarry House, Quarry Hill
Leeds
LS2 7UA
England

Email

karen.davies6@dwp.gov.uk