Source: https://tendernation.io/opportunities/01a13cc4-e43a-73a3-b5bf-eacf85f9a6f8/dwp-digital-channels-contact-centre-dc3 [Skip to main content](#main-content) closedGBrestricted procedure # DWP Digital Channels Contact Centre (DC3) [Department for Work and Pensions](https://tendernation.io/buyers/department-for-work-and-pensions) Estimated value Not stated Published 10 Aug 2023 Deadline Closed 25 Sept 2023 ## About this tender 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 renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies. The contract will be based on the Model Services Contract (MSC) v2.1 (Combined Schedules version 2.1) 2023 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3. Additional information: The Authority reserves the right to change any or all of the dates in this timetable as necessary and will communicate such changes to the Tenderers as soon as practicable. The Contract Dates reflect the anticipated Initial Term of 5 years. In addition, there will likely be two optional extension years, structured as +1+1. The Value stated is based on an anticipated TCV for a full 7-year term, includes both the Initial Term and both optional extension years. The Spend Profile By Financial Year has not been provided but can be implied from the TCV. Read full description ## CPV classification Software package and information systems Source Contracts Finder (UK) [View official notice ](https://www.contractsfinder.service.gov.uk/notice/a628f8be-dcd9-4ab3-b777-968bd8c2ec75) 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 ](/register) [Buyer profileDepartment for Work and Pensions: past awards and live tenders](https://tendernation.io/buyers/department-for-work-and-pensions)[SectorMore Software packages & information systems tenders](https://tendernation.io/sectors/software-information-systems) ## More tenders like this [Registration Services Booking and Management System Herefordshire Council 27 days left 13 Nov 2026](https://tendernation.io/opportunities/01a14571-36b1-7388-87a9-27c78a201aee/registration-services-booking-and-management-system)[Fleet Management System North East Derbyshire District Council 27 days left 13 Nov 2026](https://tendernation.io/opportunities/01a14495-83e7-7347-bd5f-302d644ecdf8/fleet-management-system)[The People's Network E-bikes - Customer Subscription, Service, Technology and Fleet Management Platform Provider South Yorkshire Mayoral Combined Authority 30 days left 16 Nov 2026](https://tendernation.io/opportunities/01a14427-96da-72c9-813b-873ea7454e67/the-peoples-network-e-bikes-customer-subscription-service-technology-and-fl)[Medical software package – Zakup oprogramowania do zarządzania Zakładem Patomorfologii Katowickiego Centrum Onkologii Katowickie Centrum Onkologii 6 days left 23 Oct 2026](https://tendernation.io/opportunities/01a1420f-ff10-711e-b196-4735827541f2/poland-medical-software-package-zakup-oprogramowania-do-zarzadzania-zakladem)[Software package and information systems – mixto de suministro suscripción Plataforma tecnológica de gestión de contenidos para gestión centralizada portales y páginas web para la Red Provincial de Comunicaciones de la Diputación de Almería, en modalidad de SAAS, con hosting y mantenimiento Junta de Gobierno de la Diputación Provincial de Almería 27 days left 13 Nov 2026](https://tendernation.io/opportunities/01a1420f-fe17-71a2-baf7-3a729fddc417/spain-software-package-and-information-systems-mixto-de-suministro-suscripci)[Software package and information systems – UEM OSS/MPC Dataport AöR 9 days left 26 Oct 2026](https://tendernation.io/opportunities/01a1420f-ff26-70c5-b28c-5fc6d67ab499/germany-software-package-and-information-systems-uem-ossmpc)