Citizen Event History-Analytics
key details
| Value | £1,347,965 |
|---|---|
| Status | complete |
| Category (CPV) | 72000000 |
| Deadline | 24 Sept 2021 |
| Contract start | 1 Oct 2021 |
| Contract end | 31 Mar 2022 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-1b429dd3-7f2c-4595-baa1-b8a9ba07c357 |
Awards (2)
This procurement was awarded to 1 suppliers. Values shown are per-award; the notice total is £1,347,965.
| Supplier | Value | Date | Status |
|---|---|---|---|
| Scott Logic | £2,089,050 | 20 Jun 2022 | active |
| Scott Logic | £1,347,965 | 30 Sept 2021 | active |
description
The Covid-19 pandemic has caused an unprecedented surge in demand on DWP's services, resulting in a hugely increased operational workload across the Department. This in turn has demanded significant changes to the way that we deliver our services and how we generate and monitor evidence of productivity and customer experience changes, and use them to try new ways to achieve the Department's outcomes.
To help tackle these challenges, DWP's Data and Analytics (D&A) senior leadership and Lead Analysts from the Analyst Community have specified a programme of activity needed to develop new operational insight, which relies for a large part on better integrating existing data assets.
No data set exists in the Dept which reflects from a citizen point of view all the interactions they have had across one or many channels, lines of business and customer journeys plus the business processing steps and the
outcomes. This means we lack the ability to see agent productivity or customer experience that would enable us to more dynamically manage resourcing or earlier forms of
intervention to prevent failure demand.
notice history
2 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 16 Dec 2021 | Award (award) | · | 8a873c23-40e9-4ea4-987a-9d1ee3e39344-494613 |
| 28 Sept 2022 | Award (award) | · | 325c1a0e-e5d3-4fbd-a141-72098c7ac90f-575487 |
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source
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