Department for Work & Pensions

Caxton House, 6-12 Tothill Street, London, SW1H 9NA

London

SW1H 9NA

UK

Contact person: Bushra Hussain

Telephone: +44 7741608197

E-mail: bushra.hussain1@dwp.gov.uk

NUTS: UK

Internet address(es)

Main address: https://www.gov.uk/government/organisations/department-for-work-pensions

Address of the buyer profile: https://www.gov.uk/government/organisations/department-for-work-pensions

II.1.1) Title

Reference number: C4007

II.1.2) Main CPV code

79512000

II.1.3) Type of contract

Services

II.1.4) Short description

The successful Supplier will provide high quality contact centre services that support the delivery of a range of telephony-based services on behalf of DWP Service Delivery. The Contract will be for an initial term of 3 years delivery (following a 3 month implementation period) with the option to extend up to a further one year plus up to a further one year. (3+1+1). The expected value range is £120m to £200m depending upon whether options to extend are exercised.<br/>The Successful Supplier must deliver a consistent, high quality telephony service which will identify continuous improvement opportunities and the potential for innovation to the services. They must be able to flexibly deploy resourcing up and down to meet citizen demand and respond to planned and unplanned changes in forecasts with change driven from a range of sources.<br/>These services are to be delivered through a hybrid solution comprising office and homeworking delivery managed by the Supplier, utilising the DWP contact centre telephony platform. The Supplier will adopt and implement new related optional and ancillary customer contact services for DWP as required and implement any required changes (e.g. working hour patterns) to the current services at pace.<br/>This contract has now been awarded following a Competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement - RM 6181.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc <br/><br/>For clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Value excluding VAT: 200 000 000.00  GBP

IV.1.1) Type of procedure

Award of a contract without prior publication of a call for competition

Justification for selected award procedure:

The procurement falls outside the scope of application of the Directive

Explanation

For Clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc<br/><br/>The reason that 'award with no prior notice' was used here is because using Restricted Procedure Type required the PIN code of an F02 notice. As this was procured on a framework there was no F02 notice this option was chosen as a workaround to Atamis.

IV.1.3) Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: No

G4S Facilities Management (UK) Ltd

3333860

6th Floor, 50 Broadway,, London, ALTRO

London

SW1H 0DB

UK

NUTS: UKE

Internet address(es)

URL: http://www.g4s.com/

The contractor is an SME: No

VI.4.1) Review body