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In deliveryUnited KingdomServices£159,200,000Add to pipeline

DWP Digital Channels Contact Centre (DC3)

Awarded to Route 101 Limited

Department for Work and Pensions(buyer)

Published
Published 11 July 2023
Deadline
Closed 25 September 2023
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Overview

The Department for Work and Pensions awarded a contract to Route 101 Limited for £221.1 million to establish and operate a new Digital Channels Contact Centre (DC3) platform, replacing the existing managed service provider for the UK government's largest contact centre. The scope includes modernising the contact centre infrastructure to align with DWP's strategy for transforming services, improving citizen experience, and delivering cost savings across welfare system operations.

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Key details

Country
United Kingdom
Status
In delivery
Category
Services
Estimated value
£159,200,000
Procedure
Selective
SME suitable
No
Published
11 July 2023
Deadline
Closed
Classification (CPV)
Software package and information systemsTelecommunications servicesIT services: consulting, software development, Internet and supportCall centre

Award outcome

Awarded value
£221,100,000
Award date
6 May 2025
Contract period
1 January 2025 → 31 December 2030
Winner
  • Route 101 Limited

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Notice history

Every published notice in this contracting process, newest first.

  1. Contract

    6 June 2025

  2. Tender Update

    21 November 2023

  3. Contract Notice

    10 August 2023

  4. Prior Information Notice

    11 July 2023

  5. Prior Information Notice

    11 July 2023

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Route 101 Limited won DWP Digital Channels Contact Centre (DC3)