Official UK procurement notice
Phase 2 Contact Centre Services
Authority: Department for Work & Pensions (Central government)
What is being bought
Published requirement descriptionThe 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 £120m to £200m depending upon whether options to extend are exercised.<br/>The 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.<br/>These 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.<br/>This 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.<br/><br/>www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369… ↗ <br/><br/>For clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.
CPV: Call centre
How this framework works
From the published notice- Bids received
- 8 bids received · 1 suppliers appointed
- Framework period
- 3 yrs 3 mo from 19 Dec 2022
The lotProcurement structure
single lot · no lot value publishedLot #1Awarded
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0023 Concession Contracts Regulations 2016 (Directive 2014/23/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Framework agreement
- Who may use this agreement
- Not stated in the notice; call-off rights may be limited to the establishing authority
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 4 Mar 2026, 13:48 GMT
- Last source update
- 12 Mar 2026, 09:07 GMT
- Authority reference
Project 24623 / Itt_21709- FTS notice number
2026/S 000-022124- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-066218Find a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
For Clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.<br/><br/>www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369… ↗<br/><br/>The reason that 'award with no prior notice' 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.
- Review procedure
Voluntary 10 day standstill
Publisher note: For Clarity and avoidance of doubt:<br/>This Contract was published on Contracts finder and is being reproduced on FTS in order to publish a Reg 72 PCR2015 modification to it.<br/><br/>https://www.contractsfinder.service.gov.uk/Notice/d30dcdd3-0369-470c-896e-d54a3173fddc
How it was run
Official notice- Appointment period ends
- —
Timeline
19 Dec 2022 → 12 Mar 2026 · 2 dates- Contract starts19 Dec 2022
- Notice published222 days ago12 Mar 2026, 09:07 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast3 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.
Contracts
All 2 of these contracts carry the same published figure, £235,100,394, the framework's maximum for the whole notice, not each contract's own value. They are not eleven separate sums.
Phase 2 Contact Centre Services
- Signed
- 12 Mar 2026
- Value
- ceiling above
- Period
- 13 Mar 2026 – 12 Mar 2028
- Status
- active
- Change To utilise the full 2 year contract extension option in one instance rather than 1 + 1 years, Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Exercising right to invoke the contract extension
Phase 2 Contact Centre Services
- Signed
- 12 Mar 2026
- Value
- ceiling above
- Period
- 13 Mar 2026 – 12 Mar 2028
- Status
- active
- Change To utilise the full 2 year contract extension option in one instance rather than 1 + 1 years, Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: Exercising right to invoke the contract extension
Contract 019483-2026-1
- Signed
- 3 Mar 2026
- Value
- £200,000,000
- Period
- … – 12 Mar 2026
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 8bids | — | — | — |
Contracting authority & participating public bodies
Framework contractors & participating bidders
1 commercial party on the notice- G4S Facilities Management (UK) LtdFramework contractor
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.