Phase 2 Contact Centre Services

A Contract Award Notice
by DEPARTMENT FOR WORK AND PENSIONS

Source
Contracts Finder
Type
Contract (Services)
Duration
5 year
Value
£120M-£200M
Sector
BUSINESS
Published
12 Jan 2023
Delivery
19 Dec 2022 to 12 Mar 2028
Deadline
06 Jul 2022 09:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

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.

Award Detail

1 G4S Facilities Management (London)
  • Value: £200,000,000

CPV Codes

  • 79512000 - Call centre

Other Information

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. n/a Phase 2 Contact Centre Services (Redacted zip).zip

Reference

Domains