Awarded without open competition
Awarded without open competition. The buyer went directly to one or a few suppliers instead of advertising the contract. Procurement rules allow this only in specific cases, such as extreme urgency, when only one supplier can do the work, or for call-offs from an existing framework.
Key facts
- Buyer
- Department for Work and Pensions · Ministry or any other national or federal authority, including their regional or local subdivisions
- Value
- £200,000,000
- Procedure
- Award procedure without prior publication of a call for competition
- Sector
- Business services · Call centre (CPV 79512000)
- Region
- Yorkshire and the Humber
- Official notice
- 019483-2026 on Find a Tender
- Timeline
-
- Contract date3 Mar 2026
- Published4 Mar 2026Published 1 day after the contract date
Description
The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is £120m to £200m depending upon whether options to extend are exercised.<br/>The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources.<br/>These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP c…
About the supplier
G4S Facilities Management (UK) Limited: every public contract they have won, plus their Companies House record (company 03333860).