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 |
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source
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