Published date: 12 January 2023

Last edited date: 25 January 2023

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


Closing: 6 July 2022, 10am

Contract summary

Industry

  • Call centre - 79512000

Location of contract

Any region

Value of contract

£120,000,000 to £200,000,000

Procurement reference

tender_291885/1166174

Published date

12 January 2023

Closing date

6 July 2022

Closing time

10am

Contract start date

19 December 2022

Contract end date

12 March 2028

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 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.

More information

Attachments

Award information

Awarded date

19 December 2022

Contract start date

19 December 2022

Contract end date

12 March 2028

Total value of contract

£200,000,000

This contract was awarded to 1 supplier.

G4S Facilities Management (UK) Ltd

Address

46 Gillingham Street, London, SW1V 1HU

Reference

No reference - other

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Daniel Wroe

Address

Quarry House, Quarry Hill
Leeds
LD2 7UA
England

Email

daniel.wroe@dwp.gov.uk