Personal Independence Payment (PIP) New Claim and Re-assessment Contact Centre

DWP is seeking a supplier to work in partnership delivering contact centre telephony services answering calls from a) customers wishing to make a new claim for Personal Independence Payment (PIP) and b) for customers wishing to make a new claim who are currently paid Disability Living Allowance . The contract term will be for 3 years (01.03.2017 to 29.02.2020) with an option to extend for a further 12 months.

Current expectations are that the PIP new claim service will run through to February 2020 with the PIP re-assessment service line being required to the end of October 2018.

PIP new claim service line 1,214,000 calls (AHT 14 minutes)

PIP re-assessment service line 968,400 calls (AHT 17 minutes)

Both of the service lines are currently outsourced and delivered by an external Provider.

DWP intend to hold a supplier event to discuss the requirement further in Leeds on Tuesday 24th May 2016 (full details to be confirmed).

To view or apply for this opportunity please see instructions on how to access the DWP e-Procurement system. The opportunity is listed under ITT 20540.

Additional information: The Contracting Authority intends to use an eTendering system. Suppliers Instructions How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): https://dwp.bravosolution.co.uk & click the link to register - Accept the terms & conditions & click 'continue' - Enter your correct business & user details - Note your chosen username & click 'Save'. You will receive an email with your password (keep this secure) 2. Express an Interest in the tender - Login to the portal with the username/password - Click the 'PQQs / ITTs Open To All Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) - Click on the relevant PQQ/ ITT to access the content. - Click the 'Express Interest' button at the top of the page. - This will move the PQQ /ITT into your 'My PQQs/ My ITTs' page. (A secure area reserved for your projects only) -You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ ITT Details' box 3. Responding to the tender - Click 'My Response' under 'PQQ/ ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining) - You can now use the 'Messages' function to communicate with the buyer and seek any clarification - Note the deadline for completion. Follow the onscreen instructions to complete the PQQ/ ITT - There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the 'Submit Response' button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights:(i)to use a reverse auction; (ii)to cancel this procurement at any stage; (iii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iv)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.