Published date: 19 May 2017

This notice was replaced on 6 July 2017

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Future opportunity (published 6 July 2017)

Closed early engagement

Contract summary


  • Information technology services - 72222300

Location of contract


Procurement reference


Published date

19 May 2017

Closing date

23 February 2018

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



To support the provision of Universal Credit full service (UCFS), the Department for Work and Pensions require an Appointment Booking System for the creation and management of claimants' appointments with DWP staff. The Appointment Booking System will host staff locations, availability and skill sets which define the types of appointments the DWP staff are trained to handle. This information will be used to find a DWP member of staff, within a jobcentre, that is available and trained to handle the appointment.

The Request for Information (RFI) document is being made available to potential suppliers who are interested in participating in a potential procurement process. The Department intends to engage with the market, share information, and invite feedback on the requirements to help develop the final Invitation to Tender (ITT) pack.

There are currently 740 jobcentres across the UK and Northern Ireland, with over 10,000 DWP staff supporting claimants. Each member of DWP staff who support claimants will have a calendar in the Appointment Booking System. When UCFS is fully rolled out in June 2018, it is anticipated that 25-30 million appointments will be created and managed on an annual basis via the Appointment Booking System.

The Department will need a 24 hours a day, 7 days a week, 365 days a year system with an SLA that provides 99.90% availability, as the Appointment Booking System will be supporting the UCFS which allows claimants to access their online claim at any time.

The Appointment Booking System will be integrated into UCFS and its platforms. The entire booking process will be performed via the UCFS user interface. Universal Credit will utilise the Appointment Booking System Application Programming Interfaces (APIs) to create and manage appointments. Administration and Management functions are not expected to be integrated into UCFS.

More information


Additional text

The Request for Information (RFI) document accompanying this early engagement notice forms part of the market engagement process to support the procurement of the Appointment Booking System. The purpose of the RFI is to better understand the supply market for the proposed requirement, and what capabilities exist in the market.

Suppliers are invited to read the RFI document (available via the Bravo eSourcing portal) and provide a response to this by 12:30 hours UK time on Friday 2nd of June 2017.

For the purpose of further market research, DWP are also looking to host one-to-one supplier demonstration sessions on Monday the 5th and Thursday the 8th of June. The sessions will last approximately 1 to 2 hours and are set to take place at the offices of techUK in London (10 St Bride St, London EC4A 4AD). Further information on participating in demonstration sessions can be found within the RFI document.

How to apply:

The Contracting Authority intends to use an eSourcing portal. Suppliers should follow these instructions on How to Express Interest in this Tender:

1) Register on the eSourcing
portal (this is only required once): & click the link to register

2) Accept the terms & conditions & click 'continue', then enter your correct
business & user details

3) Note your chosen username & click 'Save'. You will receive
an email with your password (keep this secure)

4) For further assistance please consult the online help, or the eSourcing help desk.

5) DWP expressly reserves the rights to (i) cancel this procurement at any stage; (ii) to not award any contract as a result of the procurement process commenced by publication of this notice; (iii)and in no circumstances will DWP be liable for any costs incurred by potential suppliers.

About the buyer


Department for Work and Pensions, Caxton House, Tothill Street