Information technology services

Tender description

The Department for Work and Pensions is intending to undertake a procurement for the delivery of a Debt Management System and associated services to support DWP’s vision of being a Centre of Excellence and Strategic Partner for socially responsible, sustainable recovery of collections, and money owed to the UK Government. In order to achieve this vision, DWP Debt Management operations are transforming the way that they work underpinning this will be the modernisation of their business operation and their products and services including the current Debt Management system. The Contract will be delivered at locations situated within the United Kingdom. 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 9 000 000 + by 2021/22. Further development of the service may see this increase to between 12 000 000-15 000 000 debtors and this would equate to between approximately 36 000 000-45 000 000 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 “online”. The current debt management operation successfully recovers in excess of GBP 1 000 000 000 annually. The 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.