Digital Debt Services Project

Tender description

The DWP wishes to purchase a debt management system which includes implementation, provision, management and operation for a range of operational sites that house approximately 2,300 staff. Debtor volumes will be 9 million + by 2021/22. Further development of the service may see this increase to between 12-15 million debtors and this would equate to between approximately 36-45 million individual debts. Any system must be scalable and must be able to integrate with a variety of channels (e.g. selfservice) as more customers will interact with us 'on-line'. The current debt management operation successfully recovers in excess of £1 Billion annually. The potential Supplier will be expected to handle an increased volume of debtors and debts, with flexible, scalable, configurable functionality that as a minimum must include: - The ability to account for debt and recoveries - Workflow - Ability to integrate with multiple IT systems and to newly built or purchased 'selfservice' functionality for citizens and telephony - Data analytics