Contract Awarded project_20130 - The Pensions Ombudsman IT Managed Service

Tender description

1.1.1 The Pensions Ombudsman's Office is a Non Departmental Public Body sponsored by the Department for Work and Pensions (DWP), whose role is to investigate complaints of maladministration and disputes of fact or law relating to occupational and personal pension schemes. 1.1.2 We are a small organisation employing 36 staff with an operating budget currently of less than £3 million. As a result of public spending cuts our budget will be reducing over the next four years. 1.1.3 The office is based in central London very close to Victoria Station, where the majority of staff work (although we do have a small number of home workers). We would like to be able to allow other staff to work more flexibly from home, however we are constrained by our existing IT and infrastructure. 1.1.4 Last year we received around 4,000 telephone enquiries, 4,000 written enquiries and conducted around 950 formal investigations. We create approximately 500,000 documents each year. 1.1.5 We are looking to procure a Case Management System (CMS), an Electronic Documents and Records Management System (EDRMS) and a Management Information (MI) solution.