Published date: 11 July 2023

Last edited date: 10 August 2023

This notice was replaced on 10 August 2023

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Opportunity (published 10 August 2023)

Closed future opportunity - This means that a potential contract has passed its approach to market date. A buyer can choose to consider any supplier interest or convert this notice into an opportunity ready for live procurement.


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

11 July 2023

Approach to market date

10 August 2023

Contract start date

1 January 2025

Contract end date

31 December 2030

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) v2.0 (Combined Schedules version 2.0) 2022 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

Spend profile

This table displays the spend profile of the notice
Financial year Budget
2025/2025 £0

Links

  • https://www.find-tender.service.gov.uk/Notice/034379-2022
  • Market studies
  • A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery services beyond the expiry of the current contract as part of a market engagement exercise, outlining a set of discrete RFI documents.

    As part of this PIN, DWP wish to clarify our intent to procure a single DC3 managed service provider to deliver the entire CCMP scope outlined in the RFIs.

Additional text

All dates stated above remain approximate and are subject to achieving the necessary governance approvals.

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