01 Procurement
Tender overview
- Buyer
- Department for Work and Pensions
- Status
- Complete
- Procurement method
- Competitive procedure with negotiation
- Category
- services
- CPV classification
- 79512000 — Call centre
- Tender period
- 3 August 2023 — 25 September 2023
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.
This page represents one OCDS contracting process. Notices can be revised over time. Values may be estimates, award values or contract values and should be read with their displayed stage and date.
02 Awards and contracts
Published award records
Digital Channels Contact Centre
- Awarded
- Not supplied
- Award value
- Not supplied
- Suppliers
- 1
- Signed contract
- 6 May 2025
03 Organisations
Buyers, suppliers and other parties
DEPARTMENT FOR WORK AND PENSIONS
CAXTON HOUSE, LONDON, UKI32, SW1H9DA, United Kingdom
Department for Work and Pensions
Caxton House, London, UK, SW1H 9DA, United Kingdom
High Court
London, United Kingdom
Route 101 Limited
The Conifers, Filton Road, Hambrook, UK, BS161QG, United Kingdom
Companies House 08325675 →Companies House links appear only for explicit GB-COH identifiers. BritDB does not create company links from a similar name or address.
04 Provenance
Source for this process
Contains public sector information licensed under the Open Government Licence v3.0. Official external links are available only on the source transition page.