DWP Digital Channels Contact Centre (DC3)

Concepts

• call centre
• dwp
• dwp digital channels contact centre
• contact centre
• contact centre modernisation programme
• current contact centre platform
• largest contact centres
• dwp msc toolkit
• dwp commercial policy team
• behalf of dwp

Location

United Kingdom:

Description

DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 36,000 advisors (c.13,500 concurrent) in circa 200 locations. 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. All dates and values stated remain approximate. The Estimated Total Value stated is based on an anticipated TCV for a full 7-year term, which includes both the Initial Term (5 years) and optional extension years (anticipated to be two further years, structured as +1+1).

Total Quantity or Scope

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (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”) v2.1 (Combined Schedules version 2.1) 2023 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 Procurement Policy Notes (“PPN”). The MSC will be further amended in line with 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 this requirement. Additional information: The Authority reserves the right to change any or all of the dates in the procurement timetable as necessary and will communicate such changes to the Tenderers as soon as practicable.

Renewal Options

The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).

Award Criteria

CPV Codes

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

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Suppliers Instructions: How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk & click the link to register - Accept the terms & conditions & click 'continue' - Enter your correct business & user details - Note your chosen username & click 'Save'. You will receive an email with your password (keep this secure) 2. Express an Interest in the tender - Login to the portal with the username/password - Click the 'PQQs / ITTs Open To All Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) - Click on the relevant exercise to access the content. - Click the 'Express Interest' button at the top of the page. - This will move the PQQ /ITT into your 'My PQQs/ My ITTs' page. (A secure area reserved for your projects only) -You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ ITT Details' box 3. Responding to the tender - Click 'My Response' under 'PQQ/ ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining) - You can now use the 'Messages' function to communicate with the buyer and seek any clarification - Note the deadline for completion. Follow the onscreen instructions to complete the PQQ/ ITT - There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the 'Submit Response' button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights(i)to cancel this procurement at any stage; (ii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iii)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.