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

Tender description

DWP is seeking a supplier to work in partnership delivering contact centre telephony services answering calls from 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 (01.03.2017 to 29.02.2020) 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. 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 24th May 2016 (full details to be confirmed). To view or apply for this opportunity please see instructions on how to access the DWP e-Procurement system. The opportunity is listed under ITT 20540.