Find a Tender · Contract
DWP Digital Channels Contact Centre (DC3)
A public procurement published by DEPARTMENT FOR WORK AND PENSIONS via Find a Tender.
- —
- Award value
- £159.2m
- Tender value
- 1
- Suppliers
- 1
- Awards
- 5
- Notices
- Contract
- Stage
Overview
DWP's existing contact centre is the largest across all UK government departments and is one of the largest contact centres in Europe, with more than 33,000 advisors (c.17,000 concurrent) in circa 200 locations. 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 repla…
Key details
- Source
- Find a Tender
- Lifecycle stage
- Contract
- Status
- planned
- CPV classification
- 79512000 — Call centre
- Currency
- GBP
- Total award value
- —
- Tender value
- £159,200,000
- First published
- 11 Jul 2023
- Last updated
- 6 Jun 2025
Awards
1 award recorded on this procurement.
| Supplier | Companies House | Awarded | Status | Value |
|---|---|---|---|---|
| Route 101 Limited | 08325675 | — | active | — |
Notice timeline
Every published notice in this procurement's lifecycle.
All suppliers
Frameworks & programmes
More from DEPARTMENT FOR WORK AND PENSIONS
FAQs about this procurement
Who is the buyer for "DWP Digital Channels Contact Centre (DC3)"?
DWP Digital Channels Contact Centre (DC3) is a UK public-sector procurement published by DEPARTMENT FOR WORK AND PENSIONS via Find a Tender.
Has "DWP Digital Channels Contact Centre (DC3)" been awarded?
Yes — 1 award is recorded, with a reported total value of £159,200,000. The current lifecycle stage is "Contract".
Which suppliers are involved in "DWP Digital Channels Contact Centre (DC3)"?
1 supplier is linked: Route 101 Limited.
What is "DWP Digital Channels Contact Centre (DC3)" worth?
The reported tender value is £159,200,000.
When was "DWP Digital Channels Contact Centre (DC3)" published?
It was first published on 11 Jul 2023 and last updated on 6 Jun 2025, across 5 notices.
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