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DEPARTMENT FOR WORK AND PENSIONS has floated a tender for Dwp Digital Channels Contact Centre (Dc3). The project location is United Kingdom and the tender is closing on 04 Aug 2023. The tender notice number is project_23210, while the TOT Ref Number is 85620960. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.
Procurement Summary
Country : United Kingdom
Summary : Dwp Digital Channels Contact Centre (Dc3)
Deadline : 04 Aug 2023
Other Information
Notice Type : Tender
TOT Ref.No.: 85620960
Document Ref. No. : project_23210
Competition : ICB
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : GBP 159200000
Purchaser's Detail
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Login to see detailsTender Details
Title : DWP Digital Channels Contact Centre (DC3)
Location Of Contract : United Kingdom
Industry : Software package and information systems - 48000000 Telecommunications services - 64200000 IT services: consulting, software development, Internet and support - 72000000 Call centre - 79512000
Value Of Contract : £0 to £159, 200, 000
Description : 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 renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies.The contract will be based on the Model Services Contract (MSC) v2.0 (Combined Schedules version 2.0) 2022 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for bes...
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