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DWP's existing 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.
| Supplier | Identifier | Award Value | Lots Won | Cross-References |
|---|---|---|---|---|
| Route 101 Limited | 08325675 | ~£159,200,000 estimated from lot values | 1 lot Lot 1 | - |
This procurement was divided into 1 lots, each awarded separately. 17 bids were received in total.
| Lot | Value | Bids Received | Awarded To | Status |
|---|---|---|---|---|
| Lot 1 1,800 days (≈4.9 yrs) | £159,200,000 £221,100,000 initial term | 17 | active |
Weightings from the notice.
Government spending data: This supplier has received £13,789,350 in 25 payments (over £25k) from Department for Work and Pensions, NHS England, Department for Education (2023-07-31 to 2026-06-12). View full payment history →
Changes the buyer published to this notice after it first appeared.