Hysbysiad dyfarnu contract
Canlyniadau'r weithdrefn gaffael
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
Department for Work and Pensions
Caxton House
London
SW1H 9DA
UK
E-bost: ccmp.commercial@dwp.gov.uk
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: https://www.gov.uk/government/organisations/department-for-work-pensions
I.4) Y math o awdurdod contractio
Gweinyddiaeth neu unrhyw awdurdod cenedlaethol neu ffederal arall, gan gynnwys eu his-adrannau rhanbarthol neu leol
I.5) Prif weithgaredd
Gwasanaethau cyhoeddus cyffredinol
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
DWP Digital Channels Contact Centre (DC3)
Cyfeirnod: project_23210
II.1.2) Prif god CPV
79512000
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
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.
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.1.7) Cyfanswm gwerth y caffaeliad
Gwerth heb gynnwys TAW: 221 100 000.00 GBP
II.2) Disgrifiad
II.2.2) Cod(au) CPV ychwanegol
48000000
64200000
72000000
II.2.3) Man cyflawni
Cod NUTS:
UK
II.2.4) Disgrifiad o’r caffaeliad
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.
II.2.5) Meini prawf dyfarnu
Maes prawf ansawdd: Solution
/ Pwysoliad: 20
Maes prawf ansawdd: Implementation
/ Pwysoliad: 15
Maes prawf ansawdd: Service
/ Pwysoliad: 15
Maes prawf ansawdd: Security
/ Pwysoliad: 5
Maes prawf ansawdd: Social Value
/ Pwysoliad: 10
Price
/ Pwysoliad:
35
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Ydy
Disgrifiad o’r opsiynau:
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.
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn gystadleuol gyda negodi
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Ydy
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2023/S 000-023313
IV.2.9) Gwybodaeth am ddod â chais am gystadleuaeth i ben ar ffurf hysbysiad gwybodaeth ymlaen llaw
Ni fydd yr awdurdod contractio yn dyfarnu contractau pellach yn seiliedig ar yr hysbysiad gwybodaeth ymlaen llaw uchod
Section V: Dyfarnu contract
Teitl: Digital Channels Contact Centre
Dyfernir contract/lot:
Ydy
V.2 Dyfarnu contract
V.2.1) Y dyddiad y daeth y contract i ben
07/05/2025
V.2.2) Gwybodaeth am dendrau
Nifer y tendrau a ddaeth i law: 17
Nifer y tendrau a ddaeth i law gan BBaChau: 3
Nifer y tendrau a ddaeth i law drwy ddulliau electronig: 17
Dyfarnwyd y contract i gr?p o weithredwyr economaidd:
Na
V.2.3) Enw a chyfeiriad y contractwr
Route 101 Limited
08325675
The Conifers, Filton Road
Hambrook
BS161QG
UK
NUTS: UK
BBaCh yw’r contractwr:
Ydy
V.2.4) Gwybodaeth am werth y contract/lot (heb gynnwys VAT)
Cyfanswm gwerth y contract/lot: 221 100 000.00 GBP
V.2.5) Gwybodaeth am is-gontractio
Mae’n debygol y caiff y contract ei is-gontractio
Disgrifiad byr o’r rhan o’r contract i’w his-gontractio:
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.
Section VI: Gwybodaeth ategol
VI.3) Gwybodaeth ychwanegol
The value of the Contract stated in this notice is an estimated total value based on:
a. 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
b. 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).
VI.4) Gweithdrefnau adolygu
VI.5) Dyddiad anfon yr hysbysiad hwn
06/06/2025