RM1043.8-1 - Universal Credit Targeted Case Review 2025 to 2027-closed

Tender description

Work done so far Completed an MVP service being used by c.3000 internal agents and will continue to scale for supplier agents Which phase the project is in Live Existing team DWP operates in a multi-disciplinary environment for digital solutions. Teams consist of a broad range of DDaT roles with a combination of permanent and external supplier resources. These teams are referred to as ‘theme teams’ and contain roles to deliver digital and operational requirements from initial problem statement through to delivery and support. Preferred bidders will be required to collaborate across multiple teams and multiple disciplines. Address where the work will be done Primary DWP Hub locations; London, Leeds and Manchester. There is an expectation of approximately 60% remote working. Working arrangements Suppliers will deploy resources at short notice within DWP, to deliver discovery or development outcomes. The majority of work will be hub based or remote working – the hub and working arrangements for a particular project will be specified in each Statement of Work, however it is anticipated that 60% will be remote and 40% office based. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements: Security Check (SC) Provide more information about your security requirements (optional): SC clearance is needed for Software Engineers, QA/Test Engineers and Devops Engineers. All other roles require BPSS. If SC clearance is not currently held, staff must be eligible, however DWP will not sponsor supplier staff through the clearance process. Link: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels Latest start date 2025-04-01 Enter the expected contract length: 2 years Extension period: 1 year Are you prepared to show your budget details?: Yes Indicative maximum: £9,900,000 Confirm if you require a contracted out service or supply of resource Supply of resource: the off-payroll rules may apply Summary of work Tackling fraud and error and dealing with consequential debt remains a key priority for the Department and a major area of focus for Government and the National Audit Office. Within Universal Credit, the rate of fraud and error overpayments has risen significantly due to several factors. Targeted Case Review (TCR) was introduced as an initiative to detect incorrectness, put it right and continue to learn to help prevent further overpayments. DWP require a team to continue iterating the end-to-end service to help deliver the outcomes for TCR. Targeted Case Review (TCR) was announced as a key initiative to reduce the levels of fraud and error in Universal Credit. The Universal Credit Claim Review service is live and will be used by c.6000 agents (internal and supplier agents) that conduct reviews of UC claims. The next iteration of the work is to evolve this service to deliver against the policy intent and support the department in delivering a reduction in Monetary Value in Fraud and Error (MVFE). Where the supplied staff will work North East England Where the supplied staff will work North West England Where the supplied staff will work Yorkshire and the Humber Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is Department for Work and Pensions Why the work is being done Targeted Case Review was announced as a key initiative to reduce the levels of fraud and error in Universal Credit. The Universal Credit Claim Review service is live and will be used by c.6000 agents (internal and supplier agents) that conduct reviews of UC claims. The next iteration of the work is to evolve this service to deliver against the policy intent and support the department in delivering a reduction in Monetary Value in Fraud and Error (MVFE). The business problem you need to solve Both Internal TCR agents and Supplier agents (Teleperformance) can use the service to conduct claim reviews end-to-end. The winning supplier of this requirement will be responsible for working with Working Ages Services teams to iterate and improve the service and the processes the agents follow, to deliver Targeted Case review outcomes. The supplier team will have a backlog that they will manage and will be required to work with internal DWP stakeholders to deliver these outcomes. First user type: Internal DWP Targeted Case Review agents First user type: Supplier agents (Teleperformance)