---
title: "eCase Correspondence Complaints case management System 2019"
ocid: "ocds-b5fd17-81a6b978-e18b-4654-a636-c2e312d67bcb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-81a6b978-e18b-4654-a636-c2e312d67bcb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-81a6b978-e18b-4654-a636-c2e312d67bcb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-81a6b978-e18b-4654-a636-c2e312d67bcb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2019-07-11"
---

# eCase Correspondence Complaints case management System 2019

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-81a6b978-e18b-4654-a636-c2e312d67bcb

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## Summary

The public procurement process for the eCase Correspondence Complaints Case Management System is managed by the Department for Work and Pensions (DWP), with a total contract value of £407,318. The contract falls within the IT services industry category and is located in Sheffield, England. The procurement method used for this tender was selective, involving a call-off from a framework agreement. The award was made to Fivium Ltd on 1st July 2019, with the contract scheduled to commence on 15th July 2019 and conclude by 11th March 2020. The tender period ended on 1st July 2019, which marked the closure of the submission stage.

This tender presents significant opportunities for businesses specialising in providing digital solutions and case management systems, particularly those smaller and medium-sized enterprises (SMEs) that can deliver flexible, secure, and GDPR-compliant software. Companies with experience in public sector contracts, especially those able to facilitate improvements in ministerial correspondence and information requests, would be well-positioned to compete. With the DWP's emphasis on enhancing service efficiency and performance, businesses that can showcase their capabilities in streamlining these processes are likely to find a competitive advantage.

## Notice

eCase background: Digital had a requirement to replace the system (Comet) supporting Ministerial Correspondence (MC), Parliamentary Questions (PQs) and Freedom of Information (FoI) requests which need urgent remediation. Systems were over 14 years old and not fully supported. Although the overall caseload is a tiny proportion of DWP's correspondence the targets are monitored closely by Ministers, Cabinet Office, the Information Commissioner (FOI) and Parliament's Procedure Committee (PQ's). Delays processing cases would therefore have significant reputational and legal impact on DWP and its Ministers. Additionally, the COMET system could not effectively delete cases leading to a financial risk under General Data Protection Regulation (GDRP) estimated at cPS850,000. An initial scoping study recommended a Cloud Software product through G-Cloud as best value and quickest to deliver. Market scanning identified another suppliers with similar capabilities, however when conducting the long list, short list rationalisation, Fivium's eCase solution was the only one to fully meet the DWP's requirements for technically and from a financial perspective. Digital Outcomes of procurement: All components resilient, supported and protected Reduce architectural complexity Deliver business efficiencies and enhanced service to Ministers through improved system performance and functionality GDPR compliance What did we buy? A flexible and secure case management system designed specifically for Public Sector. The service enables a single platform for management of Freedom of Information (FOI), SARs, Ministerial Correspondence (MC), Parliamentary Questions (PQ), Letters, Complaints, Court Orders, and Investigations. The contract was let in April 2018 to an SME called Fivium, with a total value of PS403,384.80 inc. VAT. Changes Due to and increased demand for more training, professional services and modules, the contract was uplifted through change control

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ca86ba62-751c-4578-a019-02f6337c9dc1 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Jul 2019 |
| Submission deadline | 1 Jul 2019 |
| Future notice date | Not specified |
| Award date | 30 Jun 2019 |
| Contract period | 14 Jul 2019 - 11 Mar 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £407,318 |
| Lots value | Not specified |
| Awards value | £407,318 |
| 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 | SHEFFIELD |
| Post town | Sheffield |
| Postcode | S1 4EP |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE3 South Yorkshire |
| ITL 3 | TLE32 Sheffield |
| Local authority | Sheffield |
| Electoral ward | City |
| Westminster constituency | Sheffield Central |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FIVIUM |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 11 Jul 2019 at 14:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ca86ba62-751c-4578-a019-02f6337c9dc1

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ca86ba62-751c-4578-a019-02f6337c9dc1
  11th July 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8fc2b811-d0e3-4db5-95c6-39aa7713bfac
  n/a

## Provenance

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