Contact Centre Market Engagement
The Department for Work and Pensions’ (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 33,000 advisors (c.17,000 concurrent) in circa 200 locations and handling approximately 90 million calls per annum. The contact centre platform is delivered on behalf of DWP by a managed service provider. DWP is currently evaluating options for how to continue delivering services beyond the expiry of the current contract. DWP is...
Buyer
Department for Work & Pensions
Value
Not provided
Published
5 Dec 2022
Closes
5 Dec 2022
Procurement details
Source
Find a Tender
Region
Westminster
Procurement method
Not provided
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79512000
Call centre
48000000
Software package and information systems
48100000
Industry specific software package
72210000
Programming services of packaged software products
72212211
Platform interconnectivity software development services
72250000
System and support services
72317000
Data storage services
72500000
Computer-related services
Lots
Lot 1 Contact Centre Market Engagement
Value not provided
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 33,000 advisors (c.17,000 concurrent) in circa 200 locations and handling approximately 90 million calls per annum. The contact centre platform is delivered on behalf of DWP by a managed service provider. DWP i...
Delivery: United Kingdom
Documents
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Contains public sector information licensed under the Open Government Licence v3.0.