A system which invites callers to describe enquiries in their own words was deployed in 2022 and the department now wishes to engage with the market to explore future capabilities
The Department for Work and Pensions is exploring options for the future of the automated “conversational platform… [which] allows citizens to speak naturally” when they call government helplines.
The DWP first began rolling out the platform – which uses “natural language call steering” artificial intelligence – in 2022, via a potential four-year £5m-plus contract with Cypriot tech vendor Omilia.
By allowing callers to describe their enquiry in their own words, rather than selecting from a list of prescribed options, the hope is that the system “provides a better insight into why our citizens are calling, which then enables the guiding of the call to right agent – which, in turn, offers the ability to provide a personalised call deflection and or self- service offering”, according to a newly published commercial notice.
“The net results create several operational efficiencies,” the document adds. “This solution is integrated into the DWP contact centre platform and will help DWP better serve millions of citizens by improving how we handle inbound calls, route queries intelligently, and offer self-service options.”
As the agreement with Omilia approaches its conclusion in 28 February 2026, the notice explains that “DWP is currently investigating options for how to continue delivering conversational platform services beyond the expiry of the current contract”.
The department aims to put in place a replacement engagement beginning at the start of March 2026 and lasting for an initial four-year term, plus a possible extension of two further years. This deal is expected to worth £10.8m, inclusive of VAT.
Ahead of issuing a formal tender for this contract, the “DWP is undertaking a market engagement exercise to gather insights from suppliers to inform our future strategy and approach to conversational platform”.
The notice adds: “Our aim is to gather information on current capabilities and future innovations to inform a future procurement.”
This intelligence-gathering exercise will run until 21 July, including a two-hour webinar to be run at 10am on 4 July, during which the department will “provide background and context to our requirement and answer any initial questions”.
Related content
- DWP targets waiting-time issues with online tools and new call routing
- DWP investing in telephony-routing as minister acknowledges ‘call waiting times are sometimes longer than we would like’
- DWP explores expansion of videocall options for citizen services
Prospective suppliers should register their interest before this event. In week following the webinar, firms will be able to ask further questions. After this point, there will be a further ten days in which DWP will invite participants in the engagement exercise to complete a request for information document.
“Please note that the market engagement activity will not be used to formally evaluate suppliers,” the procurement notice says. “Any information shared will be for information purposes only to provide insights and inform DWP of market capabilities. Any information received or discussions held will not contribute or influence the evaluation of potential tender submissions of any related future procurement.”
However, vendors submitting an RFI may be asked by the department to “engage in further detailed supplier discussions to gather deeper insights – specifically, DWP may invite some or all the responding suppliers to demonstrate their capabilities”.
The intention is to open bidding for the contract around early November.
The notice says that “citizens contact DWP wishing to start, validate, change or query their benefit claims” – and that the conversational platform supports a major facility for fielding these enquiries.
“Calls using free phone non-geographic numbers 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 document adds. “The contact centre managed service ensures that all 27 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.”
The department recently picked UK-based SME Route 101 as its core supplier partner for a potential £265m deal to modernise the mega-contact centre. Having beaten 16 other bidders to win the contract, the potential spending of up to £38m a year is close to double the £21.3m annual revenues posted by the Bristol-based firm in its 2024 fiscal year.
