On Thursday 19 May from 10:00 – 11:30 techUK is delighted to be hosting DWP for a Universal Credit – Help To Claim virtual market engagement event. Attendees will hear from the Universal Credit Programme team, who will provide a high-level overview of the requirement, there will also be an opportunity for Question and Answer at the end of the session.


The Department for Work and Pensions (‘DWP’) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, it administers a range of working age, pension age, disability and ill-health benefits to over 20 million claimants and customers.

DWP priorities include:

  • Running an effective welfare system that enables people to achieve financial independence by providing assistance aimed at supporting them into employment;
  • Creating a fair and affordable welfare system which improves the life chances of citizens;
  • Delivering outstanding services to our customers and claimants; and
  • Delivering efficiently: transforming the way we deliver our services to reduce costs and increase efficiency.

DWP currently provides grant funding to organisations to support people to make and maintain their Universal Credit (‘UC’) claim up until their first correct UC payment. For example, support to set up an email address; work though claimant's to-dos; access the UC phone service to make a claim; access DWO home-visiting support; help verify identity; help provide additional evidence; help access adaptations such as direct payments to landlords and conditionality easements; apply for advances and help to access other financial support; help prepare for first monthly payment; and signpost out to other provision and support. 

The opportunity

DWP is looking at how best to fulfil these requirements in the future by considering their strategy and the capability of the marketplace.

The requirement has not yet been finalised, and DWP is hosting this pre-market engagement event to give potential delivery partners the opportunity to better understand DWP’s objectives and challenges, and for DWP to gain insight from the market about potential ways forward. 

DWP wants to engage with potential delivery partners to establish interest and further understand how the support could be delivered, including an indication of realistic timescales for implementation, transition, and training, as well as indicative costs.

Some of the key considerations for delivery may include (but are not limited to) the following:

  • The delivery model e.g. single national delivery, lot-based regional delivery, lot-based channel delivery.
  • The channels for support e.g. telephony, digital, face-to-face.
  • A grant versus commercial contract.
  • A two-year delivery agreement.

At this stage it is not confirmed if DWP requires a single or multiple delivery partner(s) to deliver the different channels for support, however DWP would welcome and encourage feedback from potential delivery partners regarding partnership working/consortiums and building relationships with other organisations to provide wrap around support where necessary.

Further information

After the event, suppliers will be invited to complete a questionnaire, providing supporting information on a range of areas that will support DWP’s strategy. The supplier responses will be reviewed and where appropriate, suppliers may be invited to a 1-2-1 session to explore ideas and discuss further.

Book your place for this event now!

Please note this is NOT a Contract Notice or an Invitation to Tender for a contract opportunity - in the event that DWP wishes to progress with any procurement activity, a separate Contract Notice will be advertised on Contracts Finder and Find a Tender (FTS) websites.

Care will be taken not to provide any individual organisation or organisations with a competitive advantage at any stage in the pre-market engagement process. 

Heather Cover-Kus

Heather Cover-Kus

Head of Central Government Programme, techUK

Ellie Huckle

Ellie Huckle

Programme Manager, Central Government, techUK

Jill Broom

Programme Manager, Cyber Security and Central Government, techUK

Julia Ofori-Addo

Julia Ofori-Addo

Programme Assistant, BSG, Central Government, Financial Services Team, Comms Infrastructure, techUK