Source: https://tendernation.io/opportunities/01a13bb1-aeeb-73e6-8878-4fcccba5286e/dwp-digital-channels-contact-centre-dc3 awarded GB restricted procedure Suitable for SMEs # DWP Digital Channels Contact Centre (DC3) [Department for Work and Pensions](https://tendernation.io/buyers/department-for-work-and-pensions) Open field Estimated value £265,320,000 Published 18 Jun 2025 Deadline Closed 25 Sept 2023 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender The existing DWP 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. DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (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. Additional information: The value of the Contract stated in this notice is an estimated total value based on: - an estimate of £168.8m (exclusive of VAT) for the contracted services to be provided during (i) the 5-year initial term of the Contract (which is reflective of the accelerated delivery plan submitted by the successful bidder in accordance with the final tender instructions) and (ii) the two optional 1-year extensions to the Contract, including in each case forecast indexation (as appropriate, in line with the associated contractual provisions); and - an estimate of £52.3m (exclusive of VAT) for (i) the forecast use of the Optional Services specified within the Contract and (ii) ad-hoc Contract Change (based on historic levels of change), excluding in each case forecast indexation (which may need to be applied in future, in line with the associated contractual provisions). Read full description ## CPV classification Software package and information systems Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/82559c55-165e-4a9d-bca7-1e54891970a1) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Department for Work and Pensions: past awards and live tenders](https://tendernation.io/buyers/department-for-work-and-pensions) [Sector More Software packages & information systems tenders](https://tendernation.io/sectors/software-information-systems) ## More tenders like this [Software package and information systems – Datenerfassungssystem · Dataport AöR · 16 days left · 3 Nov 2026](https://tendernation.io/opportunities/01a15183-43c5-7007-89f5-0ea2d1525f27/germany-software-package-and-information-systems-datenerfassungssystem) [Servers – Dostawa serwerów do klastra wirtualizacyjnego · Politechnika Rzeszowska · 2 days left · 21 Oct 2026](https://tendernation.io/opportunities/01a15183-2e23-7066-ba48-4fc2a9243b50/poland-servers-dostawa-serwerow-do-klastra-wirtualizacyjnego) [License management software package – Dostawa licencji bezpieczeństwa do Systemu DNS · Poczta Polska S.A. · 16 days left · 3 Nov 2026](https://tendernation.io/opportunities/01a15183-20fa-7396-87e7-40ce84cb0f4d/poland-license-management-software-package-dostawa-licencji-bezpieczenstwa-d) [Security software package – Pořízení a implementace integrovaného řešení EDR/XDR a SIEM · Fakultní nemocnice Plzeň · 30 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-1e5d-73ea-989e-b9c221c4c490/czechia-security-software-package-porizeni-a-implementace-integrovaneho-rese) [Computer servers – „Dostawa serwerów komputerowych wraz z dedykowanymi kartami graficznymi dla Copernicus PL Sp. z o.o.” · Copernicus Podmiot Leczniczy Spółka Z Ograniczoną Odpowiedzialnością · 3 days left · 22 Oct 2026](https://tendernation.io/opportunities/01a15183-08e5-7339-9a05-be1adf5996b5/poland-computer-servers-dostawa-serwerow-komputerowych-wraz-z-dedykowanymi) [Information systems and servers – Доставка, изграждане, конфигуриране и поддържане на система за Управление на Информация за сигурност и на събития (SIEM) за Оперативен център за сигурност, интегрирана със съществуваща Hadoop система за въвеждане на допълнителни възможности за AI функции за информационна сигурност, разположена в инфраструктурата на проекта в УНСС, по проект ДИГД BG16RFPR002-1.014-0013-C01 с водеща организация УНСС · УНИВЕРСИТЕТ ЗА НАЦИОНАЛНО И СВЕТОВНО СТОПАНСТВО · 33 days left · 20 Nov 2026](https://tendernation.io/opportunities/01a15183-4cfe-726a-b623-835bff227456/bulgaria-information-systems-and-servers-dostavka-izgrazdane-konfigurirane)