Universal Credit Booking Service Contact Centre Telephony Contract Awarded to Serco
DEPARTMENT FOR WORK AND PENSIONS · Awarded contract
AwardedUniversal Credit Booking Service Contact Centre Telephony Contract Awarded to Serco
Awarded 21 Jan 2017
Awarded21 Jan 2017
Value£8,887,102.00
SupplierSerco Limited
RegionNorth West
CategoryPublic Services & Welfare
Ended 8y 3mo ago1y 6mo term
Awarded 21 Jan 2017Expired 28 July 2018
About
The Department for Work and Pensions awarded a contract to Serco Limited for delivering telephony service lines for Universal Credit booking services.
The contract covered inbound call handling for claimants booking Initial Evidence Interviews under Universal Credit Full Service from 30 January 2017 to 29 July 2018, and outbound calls for claimants booking Initial Work Search Interviews under Universal Credit Live Service from 01 March 2017 to 31 May 2018.
The contract value was £8,887,102.
Similar open tenders12
TenderCloses
Children’s Direct Payment Support Service – Cumberland CouncilPublic Services & Welfare
25 Nov 2026
Coventry City Council Advice Services Grant 2027 — Specialist Legal, Welfare Benefit and Debt AdvicePublic Services & Welfare
19 Nov 2026
DWP Dynamic Purchasing System for Employment and Health Test & Learn Projects – England, Scotland and Wales (nominal end 23 Feb 2029)Public Services & Welfare
10 Feb 2029
Children's Direct Payment Support Service – Cumberland Council (from 1 April 2027)Public Services & Welfare
25 Nov 2026
Wiltshire Council Water and Wastewater Services Contract – Commencing June 2027Water & Sanitation
06 Nov 2026
Local Authority Out-of-Hours Emergency Telephone Homelessness Support Service for Households at RiskPublic Services & Welfare
16 Nov 2026
Out-of-Hours Emergency Housing Options Telephone Service for Local AuthorityPublic Services & Welfare
16 Nov 2026
Conversion Practices Victim Support Service – Development, Setup and Helpline/Website IntegrationPublic Services & Welfare
09 Nov 2026
United Utilities Household Debt Collection Services – Specialist DCAs & BPO ProvidersFinance & Insurance
29 Dec 2026
Telecommunications Services Dynamic Purchasing System (60‑month) – Procurement Assist Limited / iFM BoltonTelecommunications
31 May 2029
Maintenance of 14 Warden Call Systems and 517 Speech Modules in Sheltered and Homeless HousingPublic Safety & Security
06 Nov 2026
Telephony and Communication Services Dynamic Purchasing SystemTelecommunications
27 Mar 2028
Other similar contracts12
Contract and supplierAwarded value
Provision of Universal Credit Contact Centre Services for the Department for Work and PensionsPublic Services & WelfareTeleperformance UK Limited
$322,000,000
Award of Contact Centre Services Package B to Serco Ltd by DWPPublic Services & WelfareSerco Ltd
$15,975,721
Provision of Resource Augmentation Services for Universal Credit AdministrationPublic Services & WelfareCapita Business Services Ltd
$34,548,126
Serco Awarded Contract for PIP New Claims Telephony ServicePublic Services & WelfareSerco Ltd
$8,209,519
Provision of Personal Independence Payment New Claim and Re-Assessment Telephony ServicesPublic Services & WelfareSerco Limited
$11,806,753
Award of Contact Centre Services for DWP Pension and Benefit EnquiriesPublic Services & WelfareCapita Group Plc
$52,361,000
Provision of Universal Credit Targeted Case Review Resource Augmentation by Teleperformance LimitedPublic Services & WelfareTeleperformance Limited
$694,000,000
Supply of Cloud-Based Appointment Booking System for Universal Credit Full ServiceIT & SoftwareQ-nomy (UK) Limited
$3,128,760
Support for Mortgage Interest Information Provider Contract Awarded to Serco LtdPublic Services & WelfareSerco Ltd
$5,200,000
Emergency Capacity Contact Centre Services for Vulnerable People Support ServicePublic Services & WelfareSerco Ltd
$45,750,000
Hosting Capability for Universal Credit Full ServiceIT & SoftwareSCC
$1,445,840
Provision of Contact Centre Services to Companies HouseIT & SoftwareSERCO LIMITED
$6,900,000
Suppliers similar to Serco Limited8
SupplierContracts
Unlock the full platform.
7 days free, then £36/GBP per month. Cancel anytime.
What you get
Find
Find public services and welfare tenders in North West in one place.
We monitor central, devolved and local government portals in near real time and update the feed as tenders are published, so you check one place instead of many.
Search by keyword, or describe your workType a keyword, or switch to AI search and say what your business does.
Narrow it downFilter by category, region and area, or view open tenders on a map.
Universal Credit Booking Service Contact Centre Telephony Contract Awarded to Serco
Won by Serco Limited · DEPARTMENT FOR WORK AND PENSIONS
£8.9Mawarded
Alerts
Open tenders like this contract, sent to you.
Tell us what you are looking for and we email you when a matching tender is published.
Set it up your wayUse keywords, a description of your work, a location or a distance from a postcode. Up to 10 alerts.
Instant or dailyGet an email when a match is published, or one summary a day.
GmailGovMarketto you
7:00 am2 new public services and welfare tenders
Children’s Direct Payment Support Service – Cumberland CouncilPublic Services & Welfare · Closes 25 Nov 2026
Coventry City Council Advice Services Grant 2027 — Specialist Legal, Welfare Benefit and Debt AdvicePublic Services & Welfare · Closes 19 Nov 2026
From your alert: Public Services & Welfare
Assess
Size up a tender in minutes.
Before you open a single document, get the requirements, a likely value and who you would be up against.
Requirements from the documentsWho can bid, mandatory criteria, how it is scored, insurance and key dates, each with its source.
Value and competitionAn estimated value from similar awarded contracts, and the suppliers most likely to bid.
Key requirementsFrom 12 documents
Who can bidRegistered commercial cleaners
Mandatory criteriaPolice checks for staff on site
How it is scoredPrice 40%, experience 35%, method 25%
Insurance£20M public liability
Key datesSite visit 14 Oct, closes 28 Oct
Est. value£1.2M – £1.8M
Most likely bidderFacilities firm
Market
Follow Serco Limited and get alerts when they win again.
Awarded contracts with the supplier and the value, so you can check prices, spot competitors and find work that is coming back to tender.
Supplier and buyer profilesWhat each one has won or awarded, who they work with, and how that is changing.
Contracts ending soonTerms that finish in the next 12 months, which often go back out to tender.
E
Top suppliersEastmere Health ServiceBuyer · 38 contracts
£30.5Mawarded, 12 months
Halvern Facilities8 contracts£12.4M
Orrin Clinical5 contracts£9.1M
Tessel Cleaning Co11 contracts£6.8M
Wexby Linen14 contracts£2.2M
Pipeline
Track your bids from interested to won.
Save a tender in one click and move it through each stage as you work on it.
Work as a teamInvite colleagues so you work from the same list.
Take it with youExport tenders and matches to CSV.
Interested2
Preparing1
Submitted1
Won1
Grounds maintenance panelSaved to your pipeline
InterestedGovBot
Ask a question in plain English.
Find tenders, look up a supplier, or check who won a contract. Just type what you need.
Which suppliers do similar work to Serco Limited?
Similar suppliers, by contracts won
1Serco Citizin Services Pty Ltd0 contracts
2Serco Australia Pty Ltd0 contracts
3G4S Custodial Services Pty Ltd0 contracts
Ask about tenders, suppliers or public bodies
Get started
Get public services and welfare tenders in North West by email.
Find the tender, size it up and track the bid, in one place.
7 days free, then £36/GBP per month
