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DWP contact centre framework

G4S appointed to new DWP Framework for delivery of contact centre services

G4S Government and Outsourcing Services (‘G4S’) has been selected by the Department for Work & Pensions (DWP) to join only a handful of companies eligible to compete to deliver contact centre services in Great Britain and Northern Ireland.

DWP has created a Contact Centre Framework from which it will offer contracts to deliver a range of contact centres and related administrative and processing functions. The contracts for operating contact centres will support DWP and other contracting authorities such as the Department for Social Development in Northern Ireland to deliver flexible and efficient services to members of the public. This includes delivering a contact centre service to support the Government’s Child Maintenance Service.

G4S is one of only six organisations to be appointed to the framework. The framework will apply for the next four years.

Sean Williams, Managing Director of G4S Employment Support Services, said:

“As the Department for Work and Pensions supports some of the most disadvantaged individuals in our society, it is vital that its contact centres are able to provide a flexible and effective service at all times. We have considerable experience in delivering frontline services to disadvantaged individuals through the Government’s ‘Work Programme’ as well as a European Social Fund scheme to support families with multiple problems.

"We also bring over 15 years’ experience in operating contact centres in industry sectors such as Utilities and Justice services. We are delighted to have been selected to join this framework and look forward to drawing on our expertise in supporting disadvantaged individuals and delivering high-quality contact centres over the lifetime of this Framework.”

  • For more information about the scope of the DWP contract and the full list of suppliers, click this link