Phase 2 Contact Centre Services

Department for Work & Pensions

Published: Mar 12, 2026

Updated: Jun 21, 2026

Source: uk_fts

This tender has been awarded

Awarded to G4S Facilities Management (UK) Ltd — £235,100,394

Browse open General Supplies & Services tenders in United Kingdom

About This Opportunity

general supplies supply contract awarded in United Kingdom: Phase 2 Contact Centre Services. By Department for Work & Pensions. Awarded to G4S Facilities.

This is a supplies contract in the general supplies sector, with a focus on Conferences. Located in United Kingdom, Europe, this opportunity is open to firms and consortiums.

Published through UK FTS - Find a Tender Service, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for the supply of goods in the general supplies sector. Supply contracts typically require bidders to demonstrate product compliance with technical specifications, delivery capacity, and relevant certifications. This contract has already been awarded. The information is published for transparency and market intelligence purposes.

Description

The 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.
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.
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.

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.

Data provenance

This notice is sourced from UK FTS - Find a Tender Service and was originally published on March 12, 2026. Last refreshed 48 days ago. Reference: 022124-2026. BidsFactory mirrors official procurement notices and links back to the source for full legal text.

About Department for Work & Pensions

Department for Work & Pensions has issued 138 procurement notices on BidsFactory, including 6 currently open and 108 awarded contracts. Activity concentrates in Governance & Public Administration, Information & Communication Technology, and General Supplies & Services. All notices are published for United Kingdom. Notices are distributed via UK FTS - Find a Tender Service and UK Contracts Finder. Most recent publication: August 7, 2026.

Frequently asked questions about this tender

How can I submit a bid?

Visit UK FTS - Find a Tender Service to access the full notice, required documents, and submission instructions. Quote reference 022124-2026 when communicating with the contracting authority.

Is this tender still open?

No — the contract has already been awarded to G4S Facilities Management (UK) Ltd. The award notice is archived on BidsFactory for transparency and market intelligence.

Who is the contracting authority?

This notice was issued by Department for Work & Pensions in United Kingdom. The authority is responsible for evaluating bids, awarding the contract, and managing performance.

What type of contract is this?

This is a Supplies contract in the General Supplies & Services sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.

How much was the contract awarded for?

G4S Facilities Management (UK) Ltd was awarded the contract for £235,100,394. The figure reflects the value disclosed by the contracting authority in the award notice.

Where will the contract be performed?

The contract is for delivery in United Kingdom. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.