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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 25 Sep 2023. The tender notice number is AUG446698, while the TOT Ref Number is 87137696. 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 : 25 Sep 2023
Other Information
Notice Type : Tender
TOT Ref.No.: 87137696
Document Ref. No. : AUG446698
Competition : ICB
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : Refer Document
Purchaser's Detail
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Login to see detailsTender Details
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 36, 000 advisors (c.13, 500 concurrent) in circa 200 locations. The current contact centre platform is delivered on behalf of DWP by a managed service provider.
Title: DWP Digital Channels Contact Centre (DC3)
OCID: ocds-h6vhtk-03e0a8
Published by: Department for Work and Pensions
Authority ID: AA0925
Publication Date: 11/08/2023
Deadline Date: 25/09/2023
Deadline Time: 13:00
Notice Type: Contract Notice
Has Documents: No
Has SPD: No
Abstract: 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 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”) v2.1 (Combined Schedules version 2.1) 2023 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 Procurement Policy Notes (“PPN”). The MS...
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