DVSA Contact Centre Additional Capacity - Call Surges 2023
Surges in call volumes during the Covid-19 pandemic resulted in the Driver and Vehicle Standards Agency (DVSA) requiring additional call centre resource at short notice. These surges were managed on DVSA’s behalf by Capita and details of the volumes handled are included within this tender pack. ‘Normal’ call volumes are also illustrated. DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly – and only...
Buyer
Department for Transport
Value
£3,417,608
Published
15 Aug 2023
Closes
15 Aug 2023
Procurement details
Source
Find a Tender
Region
Westminster
Procurement method
Limited
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79512000
Call centre
Lots
Lot 1 DVSA Contact Centre Additional Capacity - Call Surges 2023
£3,417,608
DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly – and only in the event that call volume pressures are experienced as such that DVSA-employed call centre staff cannot cope. No surges of the magnitude experienced in 2020 are forecast unles...
Delivery: United Kingdom
Documents
No document metadata is available for this public record.
Contains public sector information licensed under the Open Government Licence v3.0.