002282 - Preliminary Market Engagement (PME) for Welfare Rights Case Management System

Durham County Council (DCC) are looking to explore the market options for a cloud based Welfare Rights Case Management System. System go live is expected to commence 1st April 2027.

Durham County Council deliver an in-house Welfare Rights service, providing benefit advice and support to the residents of County Durham. The service is accessed via professional in-house referrals for adults and children, carers, support to reduce homelessness, sensory support, supported housing, kinship carers, leaving care, transitions and suicide prevention.

The service receives circa 3500 referrals per annum of which, crica 2000 are for those with a cancer diagnosis through our dedicated Macmillan service.

The service offers, welfare benefits advice, support to apply for benefits, completion of mandatory reconsideration, submission of appeals, appeals to the Upper Tribunal and signposting to additional support services if appropriate.

Welfare Rights require an end to end system for the management of individuals' cases with multiple referrals per client over a period over years eg. a client is re-referred or self refers following an initial piece of completed work.