Conversational AI Platform

The procurement contact named on the official notice.

The Enquiry Deadline and Participation Deadline specifically relate to the Participation Stage. The Award Decision Date specifically relates to the Tender Stage. The elapsed time for enquiries and submission in the Tender Stage are expected to closely mirror those of the Participation Stage. All procurement documentation will be shared via the DWP e-Sourcing tool (the Portal). The Portal is based on the Atamis software. The Portal is free of charge for Suppliers to use. Interested suppliers should register at: https://dwp2.my.site.com/s/Welcome For further assistance in relation to the Portal, please consult the online help.

The submission route named on the official notice.

The Department for Work and Pensions (DWP) is responsible for welfare, pensions, and child maintenance policy within the UK.

As the UK’s biggest public service department, it administers the State Pension and a range of working age and disability benefits to around 20 million UK citizens.

DWP is committed to doing everything it can to enhance the overall citizen experience.

Citizens contact DWP wishing to start, validate, change or query their benefit claims.

Calls using free phone Non-Geographic Numbers (NGNs) are answered by advisors within the DWP contact centre, which is the largest platform of its kind across all UK Government Departments and is one of the largest in Europe.

The contact centre managed service ensures that all twenty-seven of DWP’s Business Groups can connect with and support citizens, while also offering specialist services such as debt recovery and support for citizens with complex needs.

Conversational AI Platform is a Natural Language Call Steering (NLCS) solution which allows citizens to speak naturally to determine why our citizens are calling, which then enables the guiding of the call to the right agent which in turn offers the ability to provide personalised call deflection and/or self-service offerings.

The net result creates several operational efficiencies.

This solution will be integrated into the DWP contact centre platform to better serve millions of citizens by improving how DWP handle inbound calls, route queries intelligently, and offer self-service options.