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DVSA Contact Centre Additional Capacity - Call Surges 2023

Closed

Submission Deadline Has Passed

This tender's submission deadline has passed and is no longer accepting applications. The information below is kept for reference purposes.

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Deadline
Expired
July 19, 2023
Contract Details
Category
Restricted Procedure
Reference
023933-2023
Value
£3,417,608
Location
United Kingdom
Published
April 12, 2026
CPV Code
Project Timeline

Tender Published

August 15, 2023

Deadline for Questions

July 12, 2023

Submission Deadline

July 19, 2023

View Original
Budget
£3,417,608
Duration
Not specified
Location
United Kingdom
Type
Restricted Procedure

Original 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

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Basic Requirements

  • Company registration in EU required
  • Proven track record in similar projects
  • Financial stability documentation

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