--- title: "Appointment Booking System - Universal Credit full service" ocid: "ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82.json" source: "Contracts Finder" current_stage: "Tender" buyer: "DEPARTMENT FOR WORK AND PENSIONS" published: "2017-09-11" --- # Appointment Booking System - Universal Credit full service Buyer: DEPARTMENT FOR WORK AND PENSIONS Current stage: Tender OCID: ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82.json) ## Summary The Department for Work and Pensions is seeking proposals for the "Appointment Booking System - Universal Credit full service." This tender falls under the Information Technology Services category and is located in London, with a tender period that concludes on 9th October 2017. The contract will start on 1st January 2018 and has a potential duration of up to five years, including extension options. The procurement process is open, allowing a wide range of suppliers to engage with the tender. This opportunity presents significant growth potential for technology service providers, particularly those specialising in cloud-based systems and API integration. Businesses that can deliver a commercially available Appointment Booking System that meets rigorous service level agreements, including high availability and quick deployment, will be well-positioned to compete. Given the scale of the operation—potentially managing 30 million appointments annually across approximately 750 JobCentres—smaller and medium-sized enterprises (SMEs) with innovative solutions may find a particularly advantageous bidding position. ## 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 Authority expects this to be a contract of substantial financial value; for the maximum 5-year duration, it is expected that the whole-life cost will be a seven-figure sum (in GBP and exclusive of VAT). The Authority invites Potential Suppliers to submit a Pricing Proposal based on the Statement of Requirements and information within the procurement documents. 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. Additional information: The team will manage the procurement process through an eProcurement Solution Portal. All interested parties should register at https://dwp.bravosolution.co.uk and view the relevant details regarding how to participate. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/600aa73b-16e0-478f-9ba8-9d973905ca84 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Sep 2017 | | Submission deadline | 9 Oct 2017 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Jan 2018 - 31 Dec 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | 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 | TLI London | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72222300 - Information technology services ## Release History - 11 Sep 2017 at 09:03 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/600aa73b-16e0-478f-9ba8-9d973905ca84 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/600aa73b-16e0-478f-9ba8-9d973905ca84 11th September 2017 - Opportunity notice on Contracts Finder ## Notice URLs - https://dwp.bravosolution.co.uk - 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-a4095e97-eacf-468d-8ed6-13ce4eebab82. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a4095e97-eacf-468d-8ed6-13ce4eebab82.json.