---
title: "Appointment Booking System Universal Credit full service"
ocid: "ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2018-08-20"
---

# Appointment Booking System Universal Credit full service

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c

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## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/00d06ff2-3b00-4968-bb81-9c5f933c5d18 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Aug 2018 |
| Submission deadline | 9 Oct 2017 |
| Future notice date | Not specified |
| Award date | 9 Jul 2018 |
| Contract period | 9 Jul 2018 - 9 Jul 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,128,760 |
| Lots value | Not specified |
| Awards value | £3,128,760 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEPARTMENT FOR WORK AND PENSIONS |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9NA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Q-NOMY (UK |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services

## Release History

- 20 Aug 2018 at 13:05 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/00d06ff2-3b00-4968-bb81-9c5f933c5d18

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/00d06ff2-3b00-4968-bb81-9c5f933c5d18
  20th August 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/44548731-2167-4123-accc-250f3a569333
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/596704c9-e757-47fd-9cdf-a7176984da03
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ab8771b8-ab9d-42c8-9182-4f510ce7e05e
  n/a

## Notice URLs

- https://www.gov.uk/government/organisations/department-for-work-pensions

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-743db807-818c-4e3d-a296-7545b7abfb3c.json.