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PROCUREMENT OPPORTUNITY

DWP Digital Channels Contact Centre (DC3)

Department for Work and Pensions · compiled

Tender information last checkedLast checked 29 Sept 2026, 18:54.

Opportunity overview

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.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Route 101 Limited

Matched by number
Contract value
£221.1m
Awarded
Not supplied
Contract signed
6 May 2025
Award ID
030479-2025-1
Status
active
Identifier
GB-COH 08325675
Location
Hambrook, UK, BS161QG, United Kingdom

Classification

  • CPV79512000 — Call centre
  • CPV48000000 — Software package and information systems
  • CPV64200000 — Telecommunications services
  • CPV72000000 — IT services: consulting, software development, Internet and support

Lots

  • DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (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.£159.2m

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
project_23210
Status
complete
Has Recurrence
No
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Competitive procedure with negotiation

Covered By

GPA

Amendments

Entry 1
Id
1

Unstructured Changes

Entry 1

Where

Label
Estimated date of dispatch of invitations to tender
Section
IV.2.3.

New Value

Date
1 Dec 2023

Old Value

Date
31 Oct 2023

Legal basis

Id
32014L0024
Scheme
CELEX

Techniques

Has Framework Agreement
No
Has Dynamic Purchasing System
No

Second Stage

Invitation Date
31 Oct 2023, 00:00
Successive Reduction
Yes
No Negotiation Necessary
Yes

Suitability

Sme
No
Vcse
No

Tender Period

Ends
25 Sept 2023, 13:00
Starts
4 Aug 2023, 00:00

Communication

Future Notice Date
4 Aug 2023, 00:00

Contract terms

Performance Terms
The procurement documentation can be found at the following link under Ref pqq_28913: https://dwp.bravosolution.co.uk/web/login.shtml

Classification

Id
79512000
Scheme
CPV
Description
Call centre

Contract period

Ends
31 Dec 2030, 23:59
Starts
1 Jan 2025, 00:00

Submission terms

Languages

en

Bid Validity Period

Duration In Days
180

Submission Method

electronicSubmission
written

Selection criteria

Criteria

Criterion 1
Type
suitability
Description
In accordance with Regulations 57, 58 and 60 of the Public Contracts Regulations 2015, tenderers will be assessed in accordance with the Public Contract Regulations 2015, on the basis of information provided in response to the Selection Questionnaire. The procurement documentation can be found at the following link under Ref pqq_28913: https://dwp.bravosolution.co.uk/web/login.shtml

Applies To

supplier

Additional Classifications

Entry 1
Id
48000000
Scheme
CPV
Description
Software package and information systems
Entry 2
Id
64200000
Scheme
CPV
Description
Telecommunications services
Entry 3
Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Lots and requirements

Entry 1
Id
1
Status
cancelled
Has Options
Yes
Has Renewal
Yes
Description
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Interactive Voice Response (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.

Value

Amount
159,200,000
Currency
GBP

Options

Description
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1). The Authority may choose to utilise the Optional Services included within the procurement.

Renewal

Description
The Authority may extend the agreement by up to two further years from the expiry of the initial term (structured as a +1+1).

Second Stage

Maximum Candidates
7

Award criteria

Criteria

Criterion 1
Name
Solution
Type
quality
Description
20
Criterion 2
Name
Implementation
Type
quality
Description
15
Criterion 3
Name
Service
Type
quality
Description
15
Criterion 4
Name
Security
Type
quality
Description
5
Criterion 5
Name
Social Value
Type
quality
Description
10
Criterion 6
Type
price
Description
35

Contract period

Duration In Days
1,800

Submission terms

Variant Policy
notAllowed

Selection criteria

Description
The precise selection criteria for shortlisting Tenderers are specified within the procurement documentation.

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK
Entry 3
Region
UK
Entry 4
Region
UK
Entry 5
Region
UK
Entry 6
Region
UK

Additional Classifications

Entry 1
Id
48000000
Scheme
CPV
Description
Software package and information systems
Entry 2
Id
64200000
Scheme
CPV
Description
Telecommunications services
Entry 3
Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Published documents

Entry 1
Id
economic
Document Type
economicSelectionCriteria
Entry 2
Id
technical
Document Type
technicalSelectionCriteria

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-9102
Name
DEPARTMENT FOR WORK AND PENSIONS

Roles

buyer

Address

Region
UKI32
Locality
LONDON
Postal Code
SW1H9DA
Country Code
GB
Country Name
United Kingdom
Street Address
CAXTON HOUSE

Details

Business Area
Digital

Classifications

Entry 1
Id
MINISTRY
Scheme
TED_CA_TYPE
Description
Ministry or any other national or federal authority, including their regional or local subdivisions
Entry 2
Id
01
Scheme
COFOG
Description
General public services

Identifier

Legal Name
DEPARTMENT FOR WORK AND PENSIONS
No Identifier Rationale
notOnAnyRegister

Contact

Organisation 2
Id
GB-FTS-89819
Name
Department for Work and Pensions

Roles

buyer

Address

Region
UK
Locality
London
Postal Code
SW1H 9DA
Country Name
United Kingdom
Street Address
Caxton House

Details

Classifications

Entry 1
Id
MINISTRY
Scheme
TED_CA_TYPE
Description
Ministry or any other national or federal authority, including their regional or local subdivisions
Entry 2
Id
01
Scheme
COFOG
Description
General public services

Identifier

Legal Name
Department for Work and Pensions

Contact

Organisation 3
Id
GB-FTS-525
Name
High Court

Roles

reviewBody

Address

Locality
London
Country Name
United Kingdom

Identifier

Legal Name
High Court
Organisation 4
Id
GB-COH-08325675
Name
Route 101 Limited

Roles

supplier

Address

Region
UK
Locality
Hambrook
Postal Code
BS161QG
Country Name
United Kingdom
Street Address
The Conifers, Filton Road

Details

Scale
sme

Identifier

Id
08325675
Scheme
GB-COH
Legal Name
Route 101 Limited

Award information

Award 1
Id
030479-2025-1
Title
Digital Channels Contact Centre
Status
active
Has Subcontracting
Yes

Suppliers

Supplier 1
Id
GB-COH-08325675
Name
Route 101 Limited

Related lots

1

Subcontracting

Description
Contact Centre as a Service (CCaaS) platform, including voice and digital channels, call recording and storage services, quality management, WFM, surveys, interaction analytics, along with design and implementation support services. Additionally, SBCs and SIP connectivity providing resilient call delivery to the contact centre platform.

Contracts and changes

Entry 1
Id
030479-2025-1
Title
Digital Channels Contact Centre
Status
active
Award ID
030479-2025-1
Date Signed
7 May 2025, 00:00

Value

Amount
221,100,000
Currency
GBP

Related procurements

Entry 1
Id
prior
Title
PSN Services Framework (RM1498) DWP Contact Centre Services Call-Off
Scheme
ocid
Identifier
ocds-h6vhtk-06f892

Relationship

prior
reprocurementSameScope
Entry 2
Id
1
Scheme
uk-fts
Identifier
2023/S 000-019791

Recorded locations

  • Buyer location · London · UK · SW1H 9DA · United Kingdom
  • Delivery location · UK

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-03e0a8-2025-06-06T10:39:00+01:00compiled ·