DWP Digital Channels Contact Centre (DC3)
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 st...
Buyer
Department for Work & Pensions
Value
£159,200,000
Published
6 Jun 2025
Closes
25 Sept 2023
Procurement details
Source
Find a Tender
Region
Westminster
Procurement method
Selective
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79512000
Call centre
48000000
Software package and information systems
64200000
Telecommunications services
72000000
IT services: consulting, software development, Internet and support
Lots
Lot 1 DWP Digital Channels Contact Centre (DC3)
£159,200,000
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...
Delivery: United Kingdom
Documents
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Contains public sector information licensed under the Open Government Licence v3.0.