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
- £265,320,000
- Procedure
- Competitive procedure with negotiation (above threshold)
- Sector
- Software & information systems · Software package and information systems (CPV 48000000)
- Region
- London
- Official notice
- View on Contracts Finder
- Timeline
-
- Contract date7 May 2025
- Published18 Jun 2025Published 42 days after the contract date
Description
The existing DWP 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. DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (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-Geograp…
About the supplier
Route 101 Limited: every public contract they have won, plus their Companies House record (company 08325675).