DWP Digital Channels Contact Centre (DC3)
Estimated value
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Awarded value
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Suppliers
1
Lots
1
Published
06 Jun 2025
Description
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 strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider.
Scope
- Reference
- project_23210
- Commercial tool
- Standalone contract
- Contract dates
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).
- Main category
- services
- CPV classifications
- 480000006420000072000000
- Contract locations
- UK
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Solution | 20 | quality | — |
| Implementation | 15 | quality | — |
| Service | 15 | quality | — |
| Security | 5 | quality | — |
| Social Value | 10 | quality | — |
| — | 35 | price | — |
Submission & procedure
- Procedure
- Competitive procedure with negotiation
Award details
Awarded supplier(s), contract period and value as published in the award notice.
Awarded value
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Award date
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Contract start
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Contract end
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