DWP Digital Channels Contact Centre (DC3)

Descriptions

DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 33,000 advisors (c.17,000 concurrent) in circa 200 locations. 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. All dates and values stated remain approximate and are subject to achieving the necessary governance approvals. The Estimated Total Value stated is based on an anticipated TCV for a full 7-year term, which includes both the Initial Term (anticipated to be 5 years) and optional extension years (anticipated to be two further years, structured as +1+1).