Whitehall agency retains one of its primary providers to offer support to a team with responsibility for areas including robotics, document management, and one of the world’s biggest contact centres
The Department for Work and Pensions has awarded a multimillion-pound contract covering the provision of external experts to support the work of its Digital Channels operations.
On 27 October, the DWP entered into a two-year agreement with Capgemini. The deal is forecast to be worth as much as £31.25m to the consulting firm, according to a newly published commercial notice.
The document adds that the engagement relates to “augmented resources to support multiple business areas across DWP’s Digital Channels sub-category”.
The centrepiece of the Digital Channels unit is the department’s contact-centre operation, which employs 40,000 people and provides citizens with a range of options for engaging with DWP services.
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The department earlier this year signed a potential £265m deal to modernise what it described as “one of the largest contact centres in Europe”.
The new facility “will provide enhanced capabilities including softphone inbound and outbound calls, workforce optimisation, webchat, interactive voice response, advisor skills-based call routing, call recording and call transcription,” according to information published at the time.
Other areas in scope of the DWP Digital Channels team – and to be supported by Capgemini experts on loan to the department – include document-management and the use of robotics.
Capgemini is one of the DWP’s foremost tech suppliers and, since the start of 2025 alone, has won nine deals with the department, worth a cumulative £170m.
