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The Department for Work and Pensions has awarded a five-year £265m contract for its Digital Channels Contact Centre (DC3) modernisation programme, representing one of the UK's largest government CX transformations. The deal signed with Bristol-headquartered minnow Route101 includes two optional one-year extensions and covers migration from the current platform to a cloud-hosted solution with enhanced capabilities, including softphone technology, workforce optimisation, webchat, and intelligent voice routing.
The contract value comprises £168.8m for core services over the initial term plus extensions, and £52.3m for optional services and anticipated changes. This modernisation addresses DWP's strategic goal of transforming citizen services while achieving cost efficiencies across Europe's largest government contact centre operation. If successful, the cloud-first approach with integrated CRM capabilities should help position DWP for improved service delivery and operational scalability in the digital government services landscape.
In many ways the most interesting component of the deal is the winner, Route101, a firm that I must confess to knowing nothing about prior to the announcement and not one that TechMarketView has covered to date. A quite flick through their most recent accounts on Companies House shows the firm made Net Profit of £2.6m on turnover of just £21.3m for the year ending 31st August 2024. As such this looks like a big step up for the firm that among other things is a Microsoft and Zendesk CRM managed services partner, and a lot of faith being put in a UK headquartered SME by DWP.
Posted by: Marc Hardwick at 08:59
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contract
CX