Route 101 Wins DWP Contract to Transform UK Citizen Services with NICE CXone Mpower
LONDON, June 6, 2025 – In a major move to modernize UK government digital services, Route 101, a leading cloud systems integrator, has announced its strategic collaboration with NICE (NASDAQ: NICE) to deliver a next-generation Citizen Experience Platform (CXP) for the UK Department for Work and Pensions (DWP). This significant government contract aims to transform how millions of citizens interact with DWP services—digitally and by phone—while ensuring UK data remains sovereign and secure.
The initiative will see the deployment of NICE’s CXone Mpower platform, hosted entirely within a UK-sovereign cloud environment. The move is part of DWP’s ongoing efforts to overhaul its existing infrastructure, migrating from legacy, on-premise systems to a secure, scalable, and modern digital platform that can support over 40,000 contact centre agents. This modernization will enhance operational efficiency, improve citizen engagement, and ensure compliance with UK data protection and sovereignty standards.
Driving Public Sector Innovation
The new platform is purpose-built to align with the UK government’s sovereign cloud policy and digital transformation ambitions. By moving to a cloud-native environment, DWP will be better positioned to respond to the growing demand for faster, more reliable citizen services—especially through digital channels. The integration of NICE’s AI-powered capabilities will also allow DWP to introduce proactive and intelligent service delivery models.
Russell Attwood, CEO of Route 101, highlighted the importance of the collaboration:
“Securing this contract as DWP’s primary partner is a milestone for Route 101. We’re combining our deep knowledge of public sector operations with NICE’s cutting-edge technology to redefine citizen service delivery across the UK. Together, we’re setting a new benchmark for digital transformation, efficiency, and data sovereignty.”
Empowering Workforce and Enhancing Services
As part of the transformation, DWP will leverage the CXone Mpower platform to not only optimize customer experiences but also upskill its workforce, enabling agents to deliver more personalized and efficient support. This dual focus—on people and technology—is a core pillar of the service modernization agenda.
Darren Rushworth, President of NICE International, commented:
“We’re proud to support DWP alongside Route 101 with our industry-leading platform. This partnership underscores our commitment to helping government organisations achieve secure and compliant digital transformation. CXone Mpower will be instrumental in DWP’s mission to enhance service delivery while empowering its frontline staff.
The contract also marks a major expansion milestone for NICE in the UK, building on its established success across the EU. The company’s AI-first approach is increasingly being adopted by regulated industries and public sector organisations seeking trusted, scalable, and compliant solutions.
About Route 101
Route 101 is a multi-award-winning systems integrator specializing in hosted and cloud-based contact centre and telecommunications solutions. Known for its high standards in customer support and strong partnerships with global tech vendors, Route 101 has built a reputation as a disruptor in the contact centre technology space. Learn more at www.route101.com.
About NICE
NICE (NASDAQ: NICE) is a global leader in AI-powered platforms that automate and enhance customer and employee experiences. Serving clients in over 150 countries, NICE’s intelligent systems help organisations act smarter and faster, delivering measurable results across a variety of industries. For more, visit www.nice.com.
Media Contacts
Route 101 – Touchdown PR
+44 1252 717040
Route101@touchdownpr.com
NICE – Christopher Irwin-Dudek
+1 201 561 4442
media@nice.com
Original Source: View full release on BusinessWire
Conclusion
The partnership between Route 101, NICE, and the Department for Work and Pensions marks a transformative step forward for public service delivery in the UK. By deploying the advanced CXone Mpower platform within a UK-sovereign cloud environment, the DWP is not only embracing cutting-edge technology but also reinforcing its commitment to secure, efficient, and citizen-focused services. This initiative sets a powerful example for how modern cloud and AI solutions can drive meaningful digital transformation in government, improve outcomes for millions of citizens, and support a more agile and empowered public sector workforce.
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