Tender Summary

DWP Digital Channels Contact Centre (DC3)

Buying Organisation

DEPARTMENT FOR WORK AND PENSIONS

Contract Value

Unknown

Tender Description

DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (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 PPNs. The MSC will be further amended in line 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 the DWP Digital CCMP for DC3.

Tender categories (products & services required)

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

Region

North East (UKC)

Buyer Information