Digital Service Desk - Department for Work and Pensions

Tender description

The Department for Work and Pensions (DWP) is considering options for the future delivery of its Digital Service Desk and is inviting Digital Service Desk providers to complete a Request for Information (RFI). DWP's vision for the Digital Service Desk is: - Innovative Digital Service Desk which encompasses blended support of advanced telephony, portal and chat channels, exploiting the use of these channels where possible - Providing a user-centric service that provides the optimum end-user experience, with user satisfaction measured by automated surveys and metrics - Supports DWP's strategic objective of maximising operational performance and eliminating service downtime - Maximises the level of first point of contact resolution - Provides high levels of engagement and collaboration with other suppliers and resolver groups to optimise the user experience - Builds end user capability and proactively markets, monitors and encourages take-up of end user self-help capability - Secure service that protects our people, customers, information and physical assets - Integrates seamlessly with the existing DWP in-house functions and tooling to provide the optimum service to end users - A flexible service that can respond and adapt to a constantly changing technological landscape This RFI relates solely to the Digital Service Desk, the contract for which is currently due to expire August 2019. DWP has previously brought the Service Integration function in-house and sourced an integrated IT Service Management (ITSM) toolset, ServiceNow, which is in place. The Digital Service Desk forms part of DWP's User Support Services, providing IT support to 90,000 users in 800 locations. The Digital Service currently handles circa 355,000 telephony contacts and 195,000 portal contacts per annum. First contact resolution and shift left are at the core of the Department's user support strategy. Responses to the Request for Information will help us to gauge the level of interest from potential suppliers and understand the capabilities and innovations within the marketplace to deliver our vision for the Digital Service Desk. Responses received will also help inform the Department's future sourcing strategy and thinking. Please note: This exercise is not part of any pre-qualification, selection process or bid evaluation. Publication or response does not commit the Department for Work and Pensions or respondents to any award of contracts or to any future procurement, nor provide any process exemptions or preferential treatment to any parties expressing an interest. The Department for Work and Pensions will not be liable for costs incurred by any interested party in participating in this exercise. Please apply to the buyer for the Request for Information document. Please submit your responses to the Request for Information by Thursday 12th April 2018.