Planning

Universal Credit: Future Telephony and Digital Support Offer 2022

DEPARTMENT FOR WORK AND PENSIONS

This public procurement record has 1 release in its history.

Planning

10 May 2021 at 07:15

Market Engagement Notice
Summary of the contracting process

The Department for Work and Pensions (DWP) is currently in the planning stage of the procurement process for the "Universal Credit: Future Telephony and Digital Support Offer 2022." This initiative falls under the general public services industry category and is aimed at providing support for citizens in England, Scotland, and Wales with their Universal Credit claims. The engagement period concludes on 21st May 2021, with anticipated formal competition commencing in early Summer 2021. Contracts are expected to be effective from 1st April 2022 for an initial duration of one year.

This tender presents a significant opportunity for growth, particularly for small and medium enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organisations equipped to provide telephony and digital support. Businesses that specialise in digital communication solutions, social services, or government support services are well-suited to compete, as they can meet the requirements outlined by the DWP. Participating in this process could lead to substantial contracts aimed at delivering essential services to a projected 250,000 individuals seeking assistance with Universal Credit claims in the forthcoming year.

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Notice Information

Notice Title

Universal Credit: Future Telephony and Digital Support Offer 2022

Notice Description

The Department for Work and Pensions (DWP) wishes to give notice of a potential funding opportunity for organisations to deliver and provide support for citizens of England, Scotland and Wales with making, completing and maintaining a new UC claim. We anticipate that any formal competition process may commence in early Summer 2021 in order to agree any new arrangement from 1st April 2022 (for an initial period of 1 year to 31st March 2022). Through this Request for Information (RFI) process we want to understand whether there are organisations who could currently, or would wish to, compete to provide support as set out in this document. We have asked some set questions below which we think will help us understand the appetite and readiness of existing or new organisations to act in this space. We invite feedback from all private and public organisations, including the Voluntary, Community & Social Enterprise sector, to inform our strategy. This will help us to build our requirements and identify areas of innovation for supporting people to make a claim for UC. Feedback received will be used to develop any final Request for Proposal pack. This market engagement exercise is also designed to ensure that any final Request for Proposal pack provides all potential organisations with a clear understanding of DWP requirements to help reduce the number of questions that may be raised during any competition process. Information supplied in response to this RFI, and any discussions throughout the duration of the market engagement process, will not be subject to formal evaluation or scoring as this is not a formal application. To maximise the benefits from the market engagement and best inform requirements, respondents are encouraged to participate and be as open and detailed in their responses as possible. Depending on the response to this RFI, there may be further engagement exercises. Based on volumes previously seeking support, our planning assumption is that c250k people may seek support from the offer to make a UC claim in the 2022/23 year. It is anticipated that the funding referenced in this RFI will be used by organisations to support people, through telephony and digital/webchat channels only, with making, completing and maintaining a new UC claim. We are developing a separate face to face support approach based on those who need much more complex support so funding for face to face support is not part of this RFI. Responses to this document, and all other communications, queries and questions relating to this market engagement stage, must be sent via the email address: UCfuture.support@dwp.gov.uk Please note the deadline for completing and returning this RFI document is 21st May 2021 Further information is available in the attached documents.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-d3cd278c-0ee5-4e36-a851-81abaf100d5d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/139c0cee-874b-4f32-93c0-c6fed3f6ac34
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

75 - Administration, defence and social security services

85 - Health and social work services

CPV Codes

75110000 - General public services

75130000 - Supporting services for the government

75310000 - Benefit services

85300000 - Social work and related services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 May 20214 years ago
Submission Deadline
Not specified
Future Notice Date
21 May 2021Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
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 9DA
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

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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