Competition with a shortlist
Competitive procedure with a selection stage: suppliers were shortlisted before being invited to bid.
Key facts
- Buyer
- Department for Work and Pensions · Ministry or any other national or federal authority, including their regional or local subdivisions
- Supplier
- Route 101 Limited SME
- Value
- £221,100,000
- Procedure
- Competitive procedure with negotiation
- Sector
- Software & information systems · Software package and information systems (CPV 48000000)
- Region
- London
- Official notice
- 030479-2025 on Find a Tender
- Timeline
-
- Contract date7 May 2025
- Published6 Jun 2025Published 30 days after the contract date
Description
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (IVR), advisor skills based call routing, call recording and call transcription. It will be cloud hosted and will integrate with existing platforms that deliver capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance and Automated Customer Experience as well as integrations into Business Group CRM and call routing strategies.
About the supplier
Route 101 Limited: every public contract they have won, plus their Companies House record (company 08325675).