Phase 2 Contact Centre Services

Location

Quarry House<br/>Quarry Hill<br/>Leeds<br/>LS2 7UA

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).

Total Quantity or Scope

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.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.

Award Detail

Award Criteria

CPV Codes

• 79512000 - Call centre

Indicators

• Award on basis of price.

Legal Justification

For Clarity and avoidance of doubt:This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddcThe 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.

Other Information

The expected value range is £120m to £200m depending upon whether options to extend are exercised.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.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.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.https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc For clarity and avoidance of doubt:This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it. For clarity and avoidance of doubt:This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it. https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a31... For Clarity and avoidance of doubt:This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc