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Contract awardedFramework call-offContact centre outsourcing

Phase 2 Contact Centre Services

Delivery of telephony-based contact centre services using a hybrid model of office and homeworking. The service requires integration with the existing DWP telephony platform, the ability to scale resources dynamically to meet fluctuating citizen demand, and the capacity to implement ancillary customer contact services and operational changes at pace.

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Awarded value
Not published
Published
4 March 2026
Awarded
3 March 2026
G4S
Contract length
39 months
Ends 12 March 2026

What the contract covers

Services contract

Provision of high-volume, hybrid contact centre services including telephony support, flexible resource deployment, and continuous service improvement for public sector operations.

Terms and requirements

Contract type
Services contract
Initial term
36 months
Extensions
12 months + 12 months
Longest it can run
60 months
Contract dates
19 December 2022 to 12 March 2026
Certifications asked for
None stated
Lots
1
Suitable for SMEs
Not stated
Category
Services
CPV codes
79512000

Services in this contract

Lifecycle

  1. Published
  2. Contract awardedto G4S
  3. Contract starts
  4. Contract ends
The buyer

Department for Work and Pensions

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Recorded value
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Contact details
Name
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Email
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Phone
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Address
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The supplier

G4S

Contracts won, 24 months
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Value won, 24 months
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Buyers, 24 months
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Companies House number
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Website
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Cite this contract

Link
https://bidskim.com/tender/1078169/phase-2-contact-centre-services
Buyer reference
Project 24623 / Itt_21709
Last checked
5 November 2026

Department for Work and Pensions. Phase 2 Contact Centre Services. Contract award, 4 March 2026. BidSkim, https://bidskim.com/tender/1078169/phase-2-contact-centre-services (accessed 5 November 2026).