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019483-2026- Published tags
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Public procurement
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ocds-h6vhtk-066218Published facts
022124-2026The 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). The expected value range is £120m to £200m depending upon whether options to extend are exercised.<br/>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.<br/>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.<br/>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.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc <br/><br/>For clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.
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Award notice observed
Latest variant observed by Bidwake on .
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019483-2026Award record updated
Latest variant observed by Bidwake on .
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022121-2026Award record updated
Latest variant observed by Bidwake on .
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022124-2026Awards and suppliers
Buyer: Department for Work & PensionsSupplier: G4S Facilities Management (UK) Ltd
019483-2026-1Buyer: Department for Work & PensionsSupplier: G4S Facilities Management (UK) Ltd
End dates, recurrence wording and links are shown as they appear in public notices. They do not create a new opportunity. If no later linked record appears here, that means Bidwake did not find one in the records it has loaded; it does not prove that none exists.
022121-2026-Project 24623 / Itt_21709-1Buyer: Department for Work & PensionsSupplier: G4S Facilities Management (UK) Ltd
022124-2026-Project 24623 / Itt_21709-1