Call centre

Tender description

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).