Prior information notice
This notice is for prior information only
Section I: Contracting
authority
I.1) Name and addresses
DEPARTMENT FOR WORK AND PENSIONS
CAXTON HOUSE
LONDON
SW1H9DA
UK
Contact person: Paul Corre
Telephone: +44 7958314188
E-mail: paul.corre1@dwp.gov.uk
NUTS: UK
Internet address(es)
Main address: https://www.gov.uk/government/organisations/department-for-work-pensions
I.3) Communication
Additional information can be obtained from the abovementioned address
I.4) Type of the contracting authority
National or federal agency/office
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
The Department for Work and Pensions: Secure Card Payment Services Procurement
Reference number: Project_25393
II.1.2) Main CPV code
72000000
II.1.3) Type of contract
Services
II.1.4) Short description
The Department for Work and Pensions (DWP) is responsible for administering welfare, pensions, and child maintenance policy in the UK, serving around 20 million claimants. The DWP operates the largest contact centre in the UK government, providing support to customers from around 135 locations and offering specialist services such as debt recovery, card payments, and assistance for customers with complex needs.
The current DWP Secure Card Payment Services (SCPS) allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS service and contract also includes the routing of outbound calls via the PCI DSS compliant service provider.
There is additional potential for approximately 2,000 more agents in the future that is not currently accounted for in the current SCPS contract. The DWP is planning to procure a new SCPS that can meet the current and future needs of the service while providing value for money and service continuity.
The new SCPS contract is required to ensure continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and route all related outbound telephony calls via a PCI DSS compliant service provider.
DWP is currently looking to conduct early market engagement with a view to concluding the competitive procurement activity by June 2023.
The DWP is holding an online event via techUK on 2nd March 2023 at 2pm with a view to preparing the procurement and informing suppliers of DWP's procurement plans and requirements for SCPS and answer questions regarding the planned procurement. Following the event, the DWP will issue a Request for Information (RFI) to gain further insight from the supply market that may help to shape the approach to market.
Register for the event via the techUK website.
https://www.techuk.org/what-we-deliver/events/dwp-market-engagement-event-secure-card-payment-services-procurement.html
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
64200000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
The current DWP Secure Card Payment Services (SCPS) allows business groups to receive customer payments in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner, including an Interactive Voice Recognition (IVR) capability to facilitate payments. The DWP service and SCPS contract currently supports approximately 9,000 agents. The current SCPS service also includes the routing of outbound calls via the PCI DSS compliant service provider due to technical decision for all agent activity to use the DWP managed contact centre platform.
There is additional potential for approximately 2,000 more agents in the future that is not currently accounted for in the current SCPS contract. The DWP is planning to procure a new SCPS that can meet the current and future needs of the service while providing value for money and service continuity.
The new SCPS contract is required to continuing capability for DWP to receive customer payments in a PCI DSS compliant manner and route all outbound telephony calls via a PCI DSS compliant service provider.
DWP is currently looking to conduct early market engagement with a view to concluding the competitive procurement activity by June 2023.
II.3) Estimated date of publication of contract notice:
09/10/2023
Section IV: Procedure
IV.1) Description
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section VI: Complementary information
VI.5) Date of dispatch of this notice
17/02/2023