Decision details

The volume of Universal Credit change awards has increased exponentially because of the rise in Live CTR cases as job losses were caused by Covid-19. The team have been struggling to maintain the additional workload by using overtime and additional hours whilst awaiting an automated process currently in development with their system supplier. This development is far from concluding and backlogs have accrued. Assistance is required to minimise delays to customers and the potential for any delay to impact on Local Authority Error subsidy incentives.

A third party have developed an innovative automation process in partnership with another Northgate NRB user which, if harnessed, would help us overcome the immediate challenge and reduce cost.

To utilise the GCloud 12 framework and award a 12 month contract to D4S Digistaff at a cost of £21000.04.

Reason:

Seeking third party assistance for 1 year would allow for the development of the core system development, ease the pressure on staff by reducing demand for additional hours/overtime and improve overall performance.