Phase 2 Contact Centre Services

{
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    "name": "Department for Work \u0026 Pensions"
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    {
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      "dateSigned": "2026-03-03T00:00:00Z",
      "id": "019483-2026-1",
      "status": "active",
      "value": {
        "amount": 200000000.0,
        "currency": "GBP"
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  ],
  "date": "2026-03-04T13:48:05Z",
  "description": "For Clarity and avoidance of doubt:\u003cbr/\u003eThis Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.\u003cbr/\u003e\u003cbr/\u003ehttps://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc",
  "id": "019483-2026",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-066218",
  "parties": [
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "SW1H 9NA",
        "region": "UK",
        "streetAddress": "Caxton House, 6-12 Tothill Street, London, SW1H 9NA"
      },
      "contactPoint": {
        "email": "bushra.hussain1@dwp.gov.uk",
        "name": "Bushra Hussain",
        "telephone": "+44 7741608197"
      },
      "details": {
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      "id": "GB-FTS-160262",
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      "name": "Department for Work \u0026 Pensions",
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    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "SW1H 0DB",
        "region": "UKE",
        "streetAddress": "6th Floor, 50 Broadway,, London, ALTRO"
      },
      "details": {
        "scale": "large",
        "url": "http://www.g4s.com/"
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      "id": "GB-FTS-176081",
      "identifier": {
        "id": "3333860",
        "legalName": "G4S Facilities Management (UK) Ltd"
      },
      "name": "G4S Facilities Management (UK) Ltd",
      "roles": [
        "supplier"
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  "tender": {
    "classification": {
      "description": "Call centre",
      "id": "79512000",
      "scheme": "CPV"
    },
    "description": "The 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 \u00a3120m to \u00a3200m depending upon whether options to extend are exercised.\u003cbr/\u003eThe 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.\u003cbr/\u003eThese 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.\u003cbr/\u003eThis 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.\u003cbr/\u003e\u003cbr/\u003ehttps://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc \u003cbr/\u003e\u003cbr/\u003eFor clarity and avoidance of doubt:\u003cbr/\u003eThis Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.",
    "id": "C4007",
    "items": [
      {
        "deliveryAddresses": [
          {
            "region": "UKE"
          }
        ],
        "deliveryLocation": {
          "description": "Quarry House\u003cbr/\u003eQuarry Hill\u003cbr/\u003eLeeds\u003cbr/\u003eLS2 7UA"
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              "description": "35%",
              "type": "price"
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          ]
        },
        "description": "The 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 \u00a3120m to \u00a3200m depending upon whether options to extend are exercised.\u003cbr/\u003eThe 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.\u003cbr/\u003eThese 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.\u003cbr/\u003eThis 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. Additional information: For clarity and avoidance of doubt:\u003cbr/\u003eThis Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it. \u003cbr/\u003e\u003cbr/\u003ehttps://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc",
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    "mainProcurementCategory": "services",
    "procurementMethod": "limited",
    "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
    "procurementMethodRationale": "For Clarity and avoidance of doubt:\u003cbr/\u003eThis Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.\u003cbr/\u003e\u003cbr/\u003ehttps://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc\u003cbr/\u003e\u003cbr/\u003eThe reason that \u0027award with no prior notice\u0027 was used here is because using Restricted Procedure Type required the PIN code of an F02 notice. As this was procured on a framework there was no F02 notice this option was chosen as a workaround to Atamis.",
    "procurementMethodRationaleClassifications": [
      {
        "description": "The procurement falls outside the scope of application of the directive",
        "id": "D_OUTSIDE_SCOPE",
        "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL"
      }
    ],
    "status": "complete",
    "techniques": {
      "hasFrameworkAgreement": true
    },
    "title": "Phase 2 Contact Centre Services"
  }
}