eCase Correspondence Complaints case management System 2019

eCase background: Digital had a requirement to replace the system (Comet) supporting Ministerial Correspondence (MC), Parliamentary Questions (PQs) and Freedom of Information (FoI) requests which need urgent remediation. Systems were over 14 years old and not fully supported.

Although the overall caseload is a tiny proportion of DWP's correspondence the targets are monitored closely by Ministers, Cabinet Office, the Information Commissioner (FOI) and Parliament's Procedure Committee (PQ's). Delays processing cases would therefore have significant reputational and legal impact on DWP and its Ministers. Additionally, the COMET system could not effectively delete cases leading to a financial risk under General Data Protection Regulation (GDRP) estimated at c£850,000.

An initial scoping study recommended a Cloud Software product through G-Cloud as best value and quickest to deliver. Market scanning identified another suppliers with similar capabilities, however when conducting the long list, short list rationalisation, Fivium's eCase solution was the only one to fully meet the DWP's requirements for technically and from a financial perspective.

Digital Outcomes of procurement:  All components resilient, supported and protected  Reduce architectural complexity  Deliver business efficiencies and enhanced service to Ministers through improved system performance and functionality  GDPR compliance

What did we buy? A flexible and secure case management system designed specifically for Public Sector. The service enables a single platform for management of Freedom of Information (FOI), SARs, Ministerial Correspondence (MC), Parliamentary Questions (PQ), Letters, Complaints, Court Orders, and Investigations. The contract was let in April 2018 to an SME called Fivium, with a total value of £403,384.80 inc. VAT.

Changes Due to and increased demand for more training, professional services and modules, the contract was uplifted through change control