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Govt awards BT £170m Work and Pensions contract

Daniel Thomas
The UK government has awarded Syntegra, BT’s consulting arm, a five-year, £170m outsourcing contract to provide a managed telephony service for contact centres to the Department for Work and Pensions (DWP).

The contract, announced last Thursday (May 30), is designed to help sustain the department's existing modernisation programme, which includes improved citizen access to DWP services through use of a variety of channels.

Under the terms of the contract, Syntegra will centralise the collection and distribution of management information and billing and design, and build software to accommodate the DWP's future requirements.

The DWP hoped to benefit from procurement efficiency and flexibility through "per seat" charging to ensure procurement costs are kept to a minimum.

This contract adds to the range of products and services provided by BT to the DWP under the department's Accord (Access to Corporate Data) programme, one of Europe's biggest civilian IT procurement projects.

Syntegra has worked with the DWP since 2000, helping the department to establish 70 call centres supporting some 20,000 DWP staff taking calls from the public for the Child Support and Pensions Client Groups.


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