Provision of Contact Centre and Telephony Services

The Driver and Vehicle Licensing Agency (DVLA) intends to undertake preliminary market engagement to inform its potential future telephony programme. This includes, in particular, replacement of the existing back-office telephony estate whilst retaining the current STORM contact centre platform. Objectives of Market Engagement The objectives of this engagement are to: • Obtain information regarding current market capabilities and costs. • Understand available cloud telephony and communications solutions. • Gather supplier views on migration strategies and transition risks. • Inform the procurement strategy and commercial approach. • Understand likely implementation timescales. • Obtain feedback on innovation opportunities and future technology developments. • Inform the development of the future specification and evaluation criteria. Preliminary Market Engagement Event DVLA intends to hold a supplier market engagement event during August/September 2026. The virtual event will provide suppliers with information regarding: • DVLA's strategic objectives. • The Telephony Programme. • Existing telephony and contact-centre arrangements. • High-level business and technical requirements. • Procurement considerations and anticipated route to market. • Opportunities to provide market feedback to the RFI. Registration Process Registration Deadline Registration requests must be received no later than: 12:00 noon BST on Friday 14 August 2026 Attendance details and joining instructions will be issued following registration. Indicative Timetable Activity Target Date Registration Deadline 12:00 noon 14 August 2026 Market Engagement Event 10:00 – 11:30 am on 25 August 2026 Supplier Follow-up Sessions 1 & 2 September 2026 RFI Response Deadline 13 September 2026 Planned Competition Launch April 2027 Current Contract Expiry 7 March 2028 The current telephony contract shall expire on 7 March 2028 following exercise of the final extension option. Registration for Market Engagement Event The existing DVLA Contact Centre & Telephony Service agreement was procurement via Government Commercial Agency Framework RM3808 Network Services 2 and will end in March 2028. Engagement with the Government Commercial Agency has currently directed DVLA towards the planned new replacement framework RM6377 Network Services 4 Lot 3 as a new sourcing route. RM6377 is in the development phase and is scheduled for delivery in February 2027. In the interim RM6116 Network Services 3 includes a list of relevant suppliers that are likely to be able to fulfil the Agency’s pre-market engagement requirements. To that end DVLA is looking to undertake pre-market engagement with suppliers listed in Framework RM6116 Lot 4b (Digital Communication Services) ONLY. Suppliers from RM6116 Lot 4b wishing to attend the DVLA Telephony Market Engagement Event must register their interest by email. Expressions of interest should include: • Organisation name. • Primary contact name. • Job title. • Email address. • Telephone number. • Names and roles of all proposed attendees (maximum three attendees per organisation). • A very brief summary of the organisation's relevant telephony and communications capabilities. Registrations should be submitted to: Email: Paul.Matthews@dvla.gov.uk and KarenF.Evans@dvla.gov.uk Event Format The market engagement event shall be delivered virtually via Microsoft Teams. A number of short 1-2-1 follow-up sessions will be offered following the main presentation. Equal Treatment Statement Participation in the market engagement exercise is voluntary. Information obtained during the engagement may be used to develop the procurement strategy, technical specification, evaluation criteria and commercial model for any future competition. Participation, or non-participation, will not confer any advantage or disadvantage in any subsequent procurement process.