DWP Digital Channels Contact Centre (DC3)

Concepts

• call centre
• dwp digital channels contact centre
• digital channels contact centre
• the contact centre modernisation programme
• dwps existing contact centre
• the current contact centre platform
• a new digital channels contact centre (dc3) platform
• dwp
• digital
• dc3

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. 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.

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 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.

Award Detail

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). The Authority may choose to utilise the Optional Services included within the procurement.

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

• Options are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** 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).