DWP Digital Channels Contact Centre (DC3)

Contract summary

Industry

• Software package and information systems - 48000000

• Telecommunications services - 64200000

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

Show additional CPV codes for this notice

• Call centre - 79512000

Location of contract

Any region

Value of contract

£265,320,000

Procurement reference

tender_243152/1473206

Published date

6 June 2025

Closing date

25 September 2023

Closing time

1pm

Contract start date

7 May 2025

Contract end date

6 May 2030

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

The existing DWP 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.

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More information

Attachments

• CCMP - Annex A - Data Room Information.pdf
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• CCMP - Core Terms.pdf
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• CCMP - Schedule 01 - Definitions.pdf
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• CCMP - Schedule 02 - Services Description.pdf
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• CCMP - Schedule 03 - Performance Levels.pdf
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• CCMP - Schedule 04 - Standards.pdf
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• CCMP - Schedule 05 - Security Management.pdf
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• CCMP - Schedule 06 - Insurance Requirements.pdf
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• CCMP - Schedule 07 - Authority Responsibilities.pdf
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• CCMP - Schedule 08 - Supplier Solution.pdf
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• CCMP - Schedule 09 - CSI.pdf
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• CCMP - Schedule 10 -12 (Subs Contracts Software).pdf
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• CCMP - Schedule 13 - Implementation Plan.pdf
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• CCMP - Schedule 14 - Testing Procedures.pdf
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• CCMP - Schedule 15 - Charges and Invoicing.pdf
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• CCMP - Schedule 16 - Payments on Termination.pdf
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• CCMP - Schedule 18 - Financial Distress.pdf
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• CCMP - Schedule 19 - Financial Reports and Audit Rights.pdf
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• CCMP - Schedule 20 - Anticipated Savings.pdf
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• CCMP - Schedule 21 - Governance.pdf
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• CCMP - Schedule 22 - Change Control Procedure.pdf
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• CCMP - Schedule 23 - Dispute Resolution Procedure.pdf
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• CCMP - Schedule 24 - Reports and Records Provision.pdf
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• CCMP - Schedule 25 - Exit Management.pdf
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• CCMP - Schedule 26 - SCP and CRP.pdf
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• CCMP - Schedule 27 - Conduct of Claims.pdf
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• CCMP - Schedule 28 - Staff Transfer.pdf
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• CCMP - Schedule 29 - Key Personnel.pdf
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• CCMP - Schedule 30 - Deed of Guarantee.pdf
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• CCMP - Schedule 31 - Processing Personal Data.pdf
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• CCMP - Schedule 32 - Intellectual Property Rights.pdf
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• CCMP - Schedule 33 - DWP Additional Requirements.pdf
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Additional text

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).

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Award information

Awarded date

7 May 2025

Contract start date

7 May 2025

Contract end date

6 May 2030

Total value of contract

£265,320,000

This contract was awarded to 1 supplier.

Route 101 Limited

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About the buyer

Address

CAXTON HOUSE
LONDON
SW1H 9DA
England

Email

CCMP.COMMERCIAL@DWP.GOV.UK

Website

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