Route 101 a leading cloud systems integrator, has announced in collaboration with NiCE, a major contract win with the Department for Work and Pensions (DWP) of the UK government.
This contract will see Route 101 and NiCE collaborate to enable the transformation of citizen experiences with the delivery of a UK-sovereign Citizen Experience Platform (CXP), powered by NiCE’s CXone Mpower and hosted in a secure, UK-based cloud environment. This initiative will drive service innovation and ensure data sovereignty for one of Europe’s largest contact centres.
The project will support DWP with the modernisation of its current contact centre operations, supporting over 40,000 agents and transforming both phone and digital services.
The platform has been designed to meet the UK Government’s demand for sovereign cloud infrastructure, supporting national Digital Transformation ambitions. By partnering with NiCE, Route 101 will lead DWP through a strategic migration from its legacy on-premise infrastructure to a secure, UK-sovereign cloud platform. This transition will enable DWP to modernise its contact centre operations, and ensure data sovereignty within a compliant, UK-based environment.
Russell Attwood, Chief Executive Officer, Route 101, said: “Securing this contract as the primary partner to DWP marks a pivotal moment for Route 101. By combining our deep understanding of government needs with NiCE’s advanced technology, we are committed to setting a new standard, operational efficiency and data sovereignty across the UK.”
