DWP Digital Channels Contact Centre (DC3)
Department for Work and Pensions · awarded 7 May 2025
Who
| Buyer | Department for Work and Pensions LONDON |
|---|---|
| Supplier |
Route 101 Limited |
| Category | services |
| Classification | Software package and information systems CPV 48000000 |
| Notice published | 18 June 2025 |
What it is for
The existing DWP contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe. The current contact centre platform is delivered on behalf of DWP by a managed service provider. The Contact Centre Modernisation Programme (CCMP) is directly aligned to the DWP Strategy and Departmental plans to transform our services and deliver an effective welfare system for Citizens when they need it, while reducing costs and achieving value for money for taxpayers. The CCMP strategy involves the establishment of a new Digital Channels Contact Centre (DC3) platform with a replacement managed service provider. DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will integrate with existing platforms that deliver capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, and Automated Customer Experience as well as integrations into Business Group CRM and call routing strategies. Additional information: The value of the Contract stated in this notice is an estimated total value based on: a. an estimate of £168.8m (exclusive of VAT) for the contracted services to be provided during (i) the 5-year initial term of the Contract (which is reflective of the accelerated delivery plan submitted by the successful bidder in accordance with the final tender instructions) and (ii) the two optional 1-year extensions to the Contract, including in each case forecast indexation (as appropriate, in line with the associated contractual provisions); and b. an estimate of £52.3m (exclusive of VAT) for (i) the…
Read the original award notice on Contracts Finder →
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Other contracts won by this supplier
6 awards on file, worth £270.2m.
| Awarded | What for | Buyer | Supplier | Value |
|---|---|---|---|---|
| 7 May 2025 | DWP Digital Channels Contact Centre (DC3) | Department for Work and Pensions | Route 101 Limited | £265.3m |
| 8 Jun 2026 | Future Contact Solution | HM Land Registry | Route 101 Limited | £2.4m |
| 28 Nov 2025 | Awarded contract | Department for Education | Route 101 Limited | £1.5m |
| 9 Jun 2023 | Zendesk Licences and Consultancy | NHS England | Route 101 Limited | £834k |
| 15 Jul 2025 | CRM Software Subscriptions, User Support and Technical ServicesSouth West | The Planning Inspectorate | Route 101 Limited | £200k |