Award

Appointment Booking System Universal Credit full service

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Award

20 Aug 2018 at 13:05

Award Notice
Summary of the contracting process

The Department for Work and Pensions is seeking to contract an Appointment Booking System for the management of claimant appointments within the Universal Credit full service framework. The tender, titled "Appointment Booking System Universal Credit full service," falls under the industry category of Information Technology Services and is located throughout the United Kingdom and Northern Ireland. The procurement is currently in the Award phase, with the contract dated from 10 July 2018 to 9 July 2021, with a total potential value of £3,128,760. This open procurement process followed an open procedure above threshold, and the tender period concluded on 9 October 2017.

This contract presents a significant opportunity for software companies, particularly those specialising in cloud-based solutions and appointment management systems. Given the requirement for minimal additional development and the need for high availability, businesses offering commercial 'off-the-shelf' products would be well-suited to compete. The scale of the project, involving millions of appointments across approximately 750 JobCentres, creates a robust market potential for vendors equipped to handle large-scale data migrations and APIs. Small and medium-sized enterprises (SMEs) should especially consider this opportunity, as the procurement process indicates suitability for their participation.

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Notice Information

Notice Title

Appointment Booking System Universal Credit full service

Notice Description

To support the provision of Universal Credit full service (UC full service), the Department for Work and Pensions requires an Appointment Booking System for the creation and management of claimants' appointments with DWP staff. The Appointment Booking System will host staff locations, availability and skill sets which define the types of appointments the DWP staff are trained to handle. This information will be used to find a DWP member of staff, within a JobCentre, that is available and trained to handle the appointment. The contract will have an initial term of three years, including the implementation period, unless terminated by the Authority in accordance with the terms of the contract. The contract will contain two extension periods of 12 months each subject to satisfactory performance and with the agreement of both parties. The maximum length of the contract, including all possible extensions, is five years. The Department requires a cloud-based, commercial 'off-the-shelf' Appointment Booking System. Due to the timescales and need for UC full service to utilise the Appointment Booking System's APIs, the system must meet the stated requirements with minimal additional development work and customisation. The Department does not require a booking system to be built and custom-designed. The Department requires a 24 hours a day, 7 days a week, 365 days a year system with a service level agreement (SLA) that provides 99.90 percent availability, as the Appointment Booking System will be supporting the UC full service which allows claimants to access their online claim at any time. There will also be a requirement for data to be migrated from DWP's current Appointment Booking System to the new Appointment Booking System. As a minimum, this will include all current and future appointments, plus related data (e.g. DWP staff availability, JobCentre information, appointment types etc. There are currently around 750 JobCentres across the UK and Northern Ireland, with around 23,000 DWP staff in total supporting claimants. Each member of DWP staff who supports claimants will have a calendar in the Appointment Booking System. A JobCentre can have up to 120 Work Coaches. Work Coaches all require diaries. From October 2017, UC full service will be rolled out to 50 job centres a month. When UC full service is fully rolled out in June 2018, it is anticipated that 30 million appointments (2.5 million appointments per month) will be created and managed on an annual basis via the Appointment Booking System.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/00d06ff2-3b00-4968-bb81-9c5f933c5d18
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£3,128,760 £1M-£10M
Lots Value
Not specified
Awards Value
£3,128,760 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
20 Aug 20187 years ago
Submission Deadline
9 Oct 2017Expired
Future Notice Date
Not specified
Award Date
9 Jul 20187 years ago
Contract Period
9 Jul 2018 - 9 Jul 2021 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
DEPARTMENT FOR WORK AND PENSIONS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1H 9NA
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

Q-NOMY (UK

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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