DWP carried out the procurement in accordance with the competitive procedure with negotiation pursuant to the Public Contracts Regulations 2015.
The contract will enable DWP to upgrade and future-proof its citizen contact services. The programme will support over 40,000 agents, transforming both phone and digital services across the UK, modernising DWP’s contact centre operations.
DWF provided support to DWP throughout the complex procurement process, from establishing the procurement strategy, drafting the core procurement and contract documents, and supporting DWP through to contract award.
Colin Murray, Commercial and Public Sector Partner at DWF, said: “We are proud to have supported DWP on this high-profile and strategically important procurement. It was a pleasure to work with DWP and the wider Government Legal Department on such a complex and transformative project. We’re delighted to have played a part in such a strategically important contract to DWP.”
