RM1043.9-1-Department For Work and Pensions-Financial Support Services

Tender description

Summary of the work: The Department for Work & Pensions (DWP) seeks a supplier to deliver a 6‑month Proof of Solution (PoS) as part of the Inception phase of the Financial Support Services (FSS) Initiative. The PoS will assess the technical feasibility, usability, and value of key components required to underpin a future single financial support service, including workflow orchestration, web portal integration, automation and AI capabilities, and development of a data schema. The work includes producing prototypes, testing prioritised hypotheses, demonstrating technical integration, and evidencing patterns that would support a future Minimum Viable Product (MVP). The supplier will work collaboratively with DWP multi‑disciplinary teams in a test‑and‑learn environment, sharing learning, supporting knowledge transfer, and contributing to artefacts that inform investment decisions. While the primary scope is delivery of the PoS within the 6‑month period, the resulting contract may include optional Statements of Work (SoWs) to support further development, subject to DWP approvals and progression beyond Inception. Pricing model: Fixed price Confirm if you require a contracted out service or supply of resource: Contracted out service: the off-payroll rules do not apply Organisation the work is for: DWP Where you want the supplier to work: No specific location (for example they can work remotely) Latest start date: 2026-07-01 Expected contract length: 4-00-00 Expected contract structure: The initial term of the contract will be 2 years with an option to extend for 1+1. Estimated contract value (excl VAT): 19200000 Budget details: The Estimated Contract Value is the value of initial term plus the value of the +1 +1 extension provisions. There will be no minimum spend, volume or workload commitment under this Contract, and the Authority does not guarantee that any further Statements of Work will be issued beyond the initial Proof of Solution Why the work is being done: The initial requirement is a 6 month Proof of Solution, with contractual flexibility to draw down additional Statements of Work (SoW) as needed, including activity to progress from inception into the build of the live service. This is part of an ambitious initiative to transform a major part of the Department’s operations. The central hypothesis is that the administration of benefits can be centralised into a single service for financial support rather than a combination of approaches that exist today. The Supplier will provide multi-disciplinary digital teams to deliver targeted research, technical prototyping and Proof of Solution (PoS) activities during Inception, followed by the delivery of digital outcomes in subsequent phases (subject to approval by the Authority). Project Aims and Scope – through this initiative, the Authority aims to increase the proportion of citizen interactions delivered through digital self-service while also improving the productivity of agents within DWP and providing appropriate alternative channels. Achieving this will require specific digital capabilities and capacity from both internal staff and the Supplier. Problem to be solved: This competition is part of an ambitious Initiative to transform a major part of the Department’s operations. The central hypothesis is that the administration of benefits can be centralised into a single service for financial support rather than a combination of approaches that exist today. Who the users are and what they need to do: The service will be used by Citizens (enabling them to apply for and receive financial support, and make changes), and DWP Agents (supporting them to make decisions where required, and to support citizens who need assistance). Work done so far: A Discovery phase has been carried out to identify high level user needs and the business opportunity. An initial target architecture has been identified, with assumptions to test as part of Proof of Solution. Current phase: Not applicable Existing team: The supplier will work in collaboration and cooperation with the Authority. The current team is made up of Digital (Architecture, Delivery, Product and User Centred Design specialists) and Business Transformation. Other suppliers may work on the wider Initiative, but there are no dependencies expected between suppliers. Incumbent supplier: No Working arrangements: The supplier is expected to work in collaboration with the Authority throughout the contract, demonstrating and sharing progress and playing a key role in identifying and assessing options and opportunities for the development of the service. Expectations – the Supplier will work in a collaborative way, with an emphasis on developing the Authority’s capability, sharing knowledge and responding to learning across the Initiative’s teams throughout the engagement. The Supplier will work as part of a “test and learn” approach with the Authority, adapting the scope and approach based on evidence and outcomes as part of Inception and delivery of the service. The Supplier will work with the Authority to elaborate on a Backlog of hypotheses, and user scenarios as part of the Proof of Solution. The Supplier will work with the Authority to develop an agreed prioritised Roadmap and Delivery Plan to set direction of the iInitiative. This will be subject to iteration based on progress and learning during delivery. The Supplier will share progress against agreed goals, demonstrate the developed products, and learnings. The emphasis will be on demonstrating working software as opposed to presentations. The Supplier will be expected to travel to DWP locations in order to take part in meetings, workshops and other colocated work. DWP will provide DWP devices. The supplier may also use appropriately secured supplier devices. Expenses are expected to be included within pricing. Security clearance: Baseline Personnel Security Standard (BPSS) Security clearance: Security Check (SC) Additional information on security clearance: BPSS required for all resources working on the contract. SC clearance may be stipulated for certain roles under specific SOWs.