Provide Contact Centre Services for DWP

Provide Contact Centre Services for DWP

Personal Independence Payment (PIP) New Claim and Re-assessment Contact Centre Services.

United Kingdom-Leeds: Call centre

2016/S 097-174432

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Department for Work and Pensions
Quarry House
Contact point(s): The team will manage this procurement through our eProcurement solution. All interested parties should register at, see further details below within requests to participate
For the attention of: Chu Quentin
LS2 7UA Leeds
Telephone: +44 1132324861
Fax: +44 1132324253

Internet address(es):

General address of the contracting authority:

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions

I.3)Main activity

Social protection

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract


II.1.1)Title attributed to the contract by the contracting authority:

Personal Independence Payment (PIP) New Claim and Re-assessment Contact Centre Services.

II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 27: Other services
Main site or location of works, place of delivery or of performance: UK mainland.

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

DWP is seeking a supplier to work in partnership delivering contact centre telephony services taking calls for a) customers wishing to make a new claim for Personal Independence Payment (PIP) and b) for customers wishing to make a new claim who are currently paid Disability Living Allowance.
The contract term will be for 3 years (1.3.2017 to 29.2.2020) with an option to extend for a further 12 months.
Current expectations are that the PIP new claim service will run through to February 2020 with the PIP re-assessment service line being required to the end of October 2018.
DWP anticipate that call volumes and average call handling times during the contract period will be:
PIP new claim service line 1 214 000 calls (AHT 14 minutes)
PIP re-assessment service line 968 400 calls (AHT 17 minutes)
Both of the service lines are currently outsourced and delivered by an external Provider.
DWP intend to hold a supplier event to discuss the requirement further in Leeds on Tuesday 24.5.2016 (full details to be confirmed).

II.1.6)Common procurement vocabulary (CPV)


II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes


This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

PIP new claim service line 1 214 000 calls during life of contract.
PIP Re-assessment service line 968 400 calls during life of contract.
Estimated value excluding VAT:
Range: between 12 000 000 and 16 000 000 GBP

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

Parent company guarantees, performance bonds or deposits may be required in appropriate circumstance.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See tender documents.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

The contracting authority will only contract with a single legal entity and any consortium will be required to set up such an entity, for example a Special Purpose Vehicle (SPV), as a condition of and prior to contract award.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Suppliers will be assessed against the selection and exclusion criteria as detailed within the ITT.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Please refer to the Invitation to Tender documents that will be available to download from from 16.5.2016.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:

Please refer to the Invitation to Tender documents that will be available to download from from 16.5.2016.

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

IV.2.2)Information about electronic auction

An electronic auction will be used: yes
Additional information about electronic auction: See tender documentation. Please note that if less than 3 suppliers meet the required quality criteria then DWP reserves the right not to run an e-auction and will in its place undertake a relative assessment on the Most Economically Advantageos Tender (MEAT) basis.
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:


IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2016/S 089-158267 of 7.5.2016

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 10.6.2016 – 17:00

IV.3.4)Time limit for receipt of tenders or requests to participate

20.6.2016 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up


IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 180 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 20.6.2016

Place: e-procurement

Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

The Contracting Authority intends to use an eTendering system. Suppliers Instructions How to Express Interest in this Tender: 1. Register on the eSourcing portal (this is only required once): and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note your chosen username and click ‘Save’. You will receive an email with your password (keep this secure) 2. Express an Interest in the tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (A secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion. Follow the on-screen instructions to complete the PQQ/ ITT — There may be a mixture of online & offline actions to complete (detailed online help available). To submit your reply use the ‘Submit Response’ button (top of the page). For further assistance please consult the online help, or the eTendering help desk. DWP expressly reserves the rights:(i) to use a reverse auction; (ii)to cancel this procurement at any stage; (iii)to not award any contract as a result of the procurement process commenced by publication of this notice; (iv)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Quarry House, Quarry Hill
LS2 7UA Leeds

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: This authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers. The Public Contracts Regulations 2015 (SI 2015 No 87) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High court (England, Wales and Northern Ireland). any such action must be brought promptly (generally within 3 months). where a contract has not been entered into the court may order the setting aside of the award decision or order the authority to amend any document and may award damage. If the contract has been entered into the court may award damages and in the case of specified breaches of the rules may also order the termination or shortening of the contract and the levying of fines. Economic operators seeking the termination of a contract (where this is permitted) may be required to bring action within 30 days, although this period is extended to 6 months in specified circumstances. The purpose of the standstill period referred to above is to allow parties to apply to the Courts to set aside the award decision before the contract in entered into.

You may also care to note the information provided via the DWP commercial complaints process http//

VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:



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