DWP Digital Channels Contact Centre (DC3)
Department for Work and PensionsEstimated Value
Up to £221,100,000
Deadline
Not specified
Published
6 June 2025
Type
services
Overview
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. 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.
Contact & helpdesk
DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe.
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Award Details
Route 101 Limited
£221,100,000
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Buyer Profile
Department For Work and PensionsKey Dates
Published
6 June 2025
Submission deadline
Not specified
Notice type
award
Source
find a tender
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