Public Sector Network Tender Alert


19994: Appointment Booking System - Universal Credit full service

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.


Department for Work and Pensions, Caxton House, Tothill Street

Contract value:

Published: 19 May 2017, Receipt by: 1 Jan 2001