Department for Work and Pensions · Awarded contract
Awarded

Award of Phase 2 Contact Centre Services to G4S Facilities Management (UK) Ltd by Department for Work and Pensions

Awarded 19 Dec 2022

View live tenders
Awarded19 Dec 2022
Value£200,000,000.00
SupplierG4S Facilities Management (UK) Ltd
AgencyDepartment for Work and Pensions
RegionUnited Kingdom
CategoryPublic Services & Welfare
Expires in 1y 4mo5y 3mo term, 74% elapsed
Awarded 19 Dec 2022Expires 12 Mar 2028

About

Department for Work and Pensions awarded a contract to G4S Facilities Management (UK) Ltd for the provision of high-quality contact centre services supporting telephony-based services on behalf of DWP Service Delivery.

The contract, valued at up to £200 million, was awarded following a competitive procedure on Lot 1 of the CCS Outsourced Contact Centre and Business Services Framework Agreement (RM 6181).

The initial term is 3 years following a 3-month implementation period, with options to extend by up to one year plus a further one year (3+1+1).

The supplier is required to deliver a consistent, high-quality telephony service, identify continuous improvement and innovation opportunities, and flexibly deploy resourcing to meet citizen demand and respond to planned and unplanned changes in forecasts.

Services are delivered through a hybrid solution comprising office and homeworking delivery managed by the supplier, utilising the DWP contact centre telephony platform.

The supplier will also adopt and implement new related optional and ancillary customer contact services as required and implement changes to current services at pace.

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