DVSA Contact Centre Additional Capacity - Call Surges 2023

Tender description

Surges in call volumes during the Covid-19 pandemic resulted in the Driver and Vehicle Standards Agency (DVSA) requiring additional call centre resource at short notice. These surges were managed on DVSA’s behalf by Capita and details of the volumes handled are included within this tender pack. ‘Normal’ call volumes are also illustrated. DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly – and only in the event that call volume pressures are experienced as such that DVSA-employed call centre staff cannot cope. No surges of the magnitude experienced in 2020 are forecast unless further national lockdown restrictions are imposed Lot 1: DVSA wishes to establish a formal call off arrangement to allow for rapid response to future surges be they Covid-19-related or not. The resource would be used sparingly – and only in the event that call volume pressures are experienced as such that DVSA-employed call centre staff cannot cope. No surges of the magnitude experienced in 2020 are forecast unless further national lockdown restrictions are imposed