Department for Work and Pensions · Awarded contract
Awarded

Provision of Universal Credit Contact Centre Services for the Department for Work and Pensions

Awarded 15 Aug 2022

View live tenders
Awarded15 Aug 2022
Value£322,000,000.00
SupplierTeleperformance UK Limited
AgencyDepartment for Work and Pensions
RegionUnited Kingdom
CategoryPublic Services & Welfare
Ended 1y 3mo ago3y term
Awarded 15 Aug 2022Expired 14 Aug 2025

About

The Department for Work and Pensions awarded a contract to Teleperformance UK Limited for the delivery of high-quality contact centre services supporting Universal Credit.

The contract, valued at £322,000,000, was awarded through a competitive procedure under the CCS Telephony Services Contract RM 6181.

The service is delivered via a hybrid solution comprising on-site and homeworking delivery, and includes UC General Enquiries.

The supplier is required to provide consistent quality telephony service, identify continuous improvement and innovation opportunities, and maintain flexibility to ramp resources up and down in response to planned and unplanned demand changes.

The contract has an initial term of 3 years with options to extend up to a further one year plus up to a further one year (3+1+1).

The technical solution for voice connectivity may be varied during the term to move from tactical to a strategic solution using NGCC.

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$8,887,102
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Award of Contact Centre Services Package B to Serco Ltd by DWPPublic Services & WelfareSerco Ltd
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Award of Contact Centre Services Package A to G4S for DWPPublic Services & WelfareG4S Governent and Outsourcing Services UK Ltd, TA G4S Outsourcin
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