DWP awards £237 million contract extension to BT

BT has won a three-year contract extension with The Department for Work and Pensions (DWP) to continue building and maintaining the department’s contact centre infrastructure.

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BT has won a three-year contract extension with The Department for Work and Pensions (DWP) to continue building and maintaining the department’s contact centre infrastructure.

The contract is worth a minimum of £237 million.

The extension builds on the existing contract between the DWP and BT Global Services, which involved the installation of an IP network and telephony solution to handle the department’s high volume of calls (more than two million) it receives each day.

As part of the contract extension, BT will continue to provide converged IP local and wide-area networks, IP telephony and a range of conferencing services. This includes video conferencing services to divisions such as Jobcentre Plus, the Pensions, Disability and carers Service and Northern Ireland Social Security Agency.

BT said it has so far delivered 118,000 IP telephony ports, 203,000 local area network connections and 1,140 wide area network circuits across 1,140 DWP locations.

It has also rolled out nearly 22,000 seats for the DWP’s virtual contact centre, which handles more than 400,000 calls a day at its peak. BT plans to expand the number of seats to 30,000 during this year.

According to BT, the contract work complies with the government’s Public Sector Network (PSN) programme, which aims to reduce costs by creating a single network infrastructure across the company.

Last month, HP lost a desktop management contract with the DWP to Fujitsu.

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