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The DEPARTMENT FOR WORK AND PENSIONS has issued a Tender notice for the procurement of a Dwp Digital Channels Contact Centre (Dc3) in the United Kingdom. This Tender notice was published on 11 Aug 2023 and is scheduled to close on 25 Sep 2023, with an estimated Tender value of GBP 159200000. Interested bidders can access detailed Tender information, eligibility criteria, and complete bidding documents by referencing TOT Ref No. 87077145, while the tender notice number is project_23210 and Registering on the platform.
Procurement Summary
Country: United Kingdom
Summary: Dwp Digital Channels Contact Centre (Dc3)
Deadline: 25 Sep 2023
Posting Date: 11 Aug 2023
Other Information
Notice Type: Tender
TOT Ref.No.: 87077145
Document Ref. No.: project_23210
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) v2.1 (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 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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