Universal Credit Contact Centre Services

The successful Supplier will deliver high quality contact centre services that support the delivery of Universal Credit (UC). This will be delivered through a hybrid solution comprising on-site and homeworking delivery. The Contract will be for an initial term of 3 years with the option to extend up to a further one year plus up to a further one year. (3+1+1).

The Successful Supplier must deliver a consistent quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the service. They must be able to have the flexibility to ramp resources up and down to meet demand and be able to react to planned and unplanned changes in demand, driven from a range of sources. It will be able to adopt and implement new related customer contact services or significant changes (e.g. working hour patterns) to the current services at pace.

In accordance with the Specification, the Contract will deliver contact centre support service associated with Universal Credit (UC) including UC General Enquiries.

The technical solution as regards to voice connectivity may also need to be varied during the term to move from tactical to a strategic solution using NGCC.

This contract has now been awarded following a Competitive procedure through the CCS Telephony Services Contract RM 6181.