DWP Digital Channels Contact Centre (DC3)

A Pipeline Notice
by DEPARTMENT FOR WORK AND PENSIONS

Source
Contracts Finder
Type
Potential Contract ()
Duration
6 year
Value
£0-£159M
Sector
TECHNOLOGY
Published
11 Jul 2023
Delivery
01 Jan 2025 to 31 Dec 2030
Deadline
n/a

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

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.

CPV Codes

  • 48000000 - Software package and information systems
  • 64200000 - Telecommunications services
  • 72000000 - IT services: consulting, software development, Internet and support
  • 79512000 - Call centre

Other Information

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. 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. https://www.find-tender.service.gov.uk/Notice/034379-2022

Reference

Domains