Phase 2 Contact Centre Services
Department for Work & PensionsEstimated Value
Up to £235,100,394
Deadline
Not specified
Published
12 March 2026
Type
services
Overview
The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1).
The expected value range is £120m to £200m depending upon whether options to extend are exercised. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources.
These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace. This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181.
Key dates
- Duration
- 3 years
Eligibility & compliance
The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services.
Contact & helpdesk
The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery.
AI AnalysisMembers
Requirements, key tasks and tips for reading this tender — included with Tendarix membership.
£4.99/month after a 7-day free trial. Cancel anytime before it ends and you pay nothing.
Award Details
G4S Facilities Management (UK) Ltd
£200,000,000
Before you bid, buyers check
two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
Actions
Start free trialto open noticeCreate an account and start a 7-day free trial to open the buyer’s own notice and tender documents, plus fit scoring and the Bid Writer. Then £4.99/month — cancel anytime.
Open Bid WriterIndependent software, web & cloud studio. We design, build and grow digital products that quietly outlast their category.
How to Apply
Step-by-step submission guide
Submission Portal
Find a Tender
Open the original notice
Click the button below to view the full notice on Find a Tender Service (FTS)
Check the procedure type
The "Procedure" section tells you if it's Open (one stage) or Restricted (SQ then ITT). This changes how you apply
Access the eSourcing portal
FTS notices link to the buyer's eSourcing platform — register there to access documents
Complete the Selection Questionnaire
Higher-value contracts often require an SQ first — this pre-qualifies you before the full bid stage
Submit electronically
Upload your completed response through the eSourcing platform before the closing date and time
FTS contracts are above UK procurement thresholds. Late submissions are strictly rejected — submit at least 24 hours before the deadline to avoid portal issues.
Buyer Profile
Department for Work & PensionsKey Dates
Published
12 March 2026
Submission deadline
Not specified
Notice type
awardUpdate
Source
find a tender
Related Tenders
CA18543 - northampton college - media planning & buying services
Northampton College is seeking to appoint an experienced media planning and buying agency to support the planning, booking, optimisation and evaluation of paid media campaigns. The
Design and installation of the east midlands pavilion at ukreiif 2027
This Team East Midlands opportunity is advertised to set out the mandatory and required services, Deliverables, standards, outputs and outcomes for the design and installation of t
Land maintenance: martlesham parish 2027 - 2030
Martlesham Parish Council is seeking a supplier for a three‑year land‑maintenance service (including bus‑shelter cleaning) starting 1 April 2027, with a possible two‑year extension.
CA18538 - provision of mechanical and electrical services
Bedford College is seeking an efficient, high quality mechanical and electrical service to provide full M&E support on all College projects at values up to £5m. Selected p