Route 101 and NiCE Win Major DWP Contract

Route 101 and NiCE have announced a new contract with the UK’s Department for Work and Pensions (DWP).

The project aims to modernize DWP’s current infrastructure, supporting over 40,000 agents across phone and digital channels.

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.”

The initiative involves deploying a UK-sovereign Citizen Experience Platform (CXP), based on NiCE’s CXone Mpower and hosted in a secure, UK-based cloud environment.

This move aligns with UK government requirements for sovereign cloud solutions and supports broader national digital transformation goals.

Route 101, in collaboration with NiCE, will oversee DWP’s migration from legacy on-premise systems to the new platform, ensuring compliance with data sovereignty standards.

The partnership also reflects NiCE’s continued expansion in the UK, following its presence in the EU market, and highlights a broader trend of public sector and regulated organizations moving toward secure, cloud-based customer service platforms.

Darren Rushworth, President, NiCE International, expressed excitement for the new collaboration: “We are thrilled to have been selected to partner with DWP alongside Route 101.

With CXone Mpower’s industry-leading platform, DWP has the power to fulfil their service modernization agenda. Utilizing the platform, DWP will be able to enhance digital service delivery and support its ambition to upskill its workforce.”

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Author: Hannah Swankie
Reviewed by: Jo Robinson