DWP Digital Channels Contact Centre (DC3)
key details
| Value | £159,200,000 |
|---|---|
| Status | complete |
| Category (CPV) | 79512000 +3 more |
| Deadline | 25 Sept 2023 |
| Contract start | 1 Jan 2025 |
| Contract end | 31 Dec 2030 |
| Procedure | selective |
| SME suitable | No |
| OCID | ocds-h6vhtk-03e0a8 |
Awards (2)
This procurement was awarded to 1 suppliers. Values shown are per-award; the notice total is £159,200,000.
| Supplier | Value | Date | Status |
|---|---|---|---|
| Route 101 Limited | £265,320,000 | 6 May 2025 | active |
| Route 101 Limited | · | · | active |
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.
documents
- https://dwp.bravosolution.co.uk/ , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/462331a8-d4c7-4bea-af8b-64d59d0039d6 , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
9 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 5 Dec 2022 | Prior information notice (F01) | Earlier regulations | 034379-2022 |
| 11 Jul 2023 | Prior information notice (F01) | Earlier regulations | 019801-2023 |
| 11 Jul 2023 | Pipeline notice (UK1) | Procurement Act 2023 | 019791-2023 |
| 11 Jul 2023 | Planning (planning) | · | d0019e9a-a7a3-4ee5-aeb9-1a3a91fcd75f-659860 |
| 10 Aug 2023 | Contract notice (F02) | Earlier regulations | 023313-2023 |
| 10 Aug 2023 | Tender (tender) | · | 462331a8-d4c7-4bea-af8b-64d59d0039d6-670804 |
| 21 Nov 2023 | Corrigendum (F14) | Earlier regulations | 034357-2023 |
| 6 Jun 2025 | Contract award notice (F03) | Earlier regulations | 030479-2025 |
| 18 Jun 2025 | Award update (awardUpdate) | · | b4dfbb5f-e908-478f-85ae-dfea3c86c9a9-850357 |
more from Department for Work and Pensions
- SSL Certificates 2026 · £670,000 · 27 Jul 2026
- Digital Payment Services - Payments as a Service - Bacs Payment Fulfilment · £7,843,000 · 23 Jul 2026
- WorkWell (Expansion) NST (National Support Team) · £6,600,000 · 23 Jul 2026
- WorkWell (Expansion) NST · 21 Jul 2026
- Functional Assessment Services (FAS) 2023 – Lot 5 · £2,796,800,000 · 17 Jul 2026
- OpenText Exstream Extended Support 2026 · £115,889 · 1 Jul 2026
- Crown Hosting Service · £11,900,886 · 30 Jun 2026
- Public Cloud Services (G-Cloud 14) · 30 Jun 2026
all contracts from this buyer →
similar contracts awarded
Other awarded contracts in the same category. Useful for seeing who normally wins this kind of work, and at what value.
- YAS 277 2023_24 Additional Remote Clinical Assessment Service - PSR Urgent Award · Yorkshire Ambulance Service NHS Trust · £700,000
- ITT – Open Procedure for provision of Home Energy Scotland Advice Centre Services Lots 1-5 · Energy Saving Trust Ltd
- The Provision of Call Centre Support Services (UoB) 2026 · University of Bedfordshire · £125,000
- National Contact Centre · NHS Blood and Transplant · £40,000,000
- Single Service Centre · Secretary of State for Health and Social Care acting as part of the Crown through UK Health Security Agency · £294,926,441
- Out of Hours Phone Service · Housing Solutions
- FW Services- Partnership Customer Support- Multi Site 0328 · SCOTTISH HYDRO ELECTRIC POWER DISTRIBUTION PLC
- Housing 21 - Call Monitoring · Housing 21 · £210,000
source
Published on Find a Tender. Contact details for named individuals are not reproduced on this site.