Universal Credit Service Level Agreement

The service requires a day 24 hours a day, 7 days a week, 365 days a year system with a service level contract (SLA) that offers 99.90 percent availability, as the appointment booking system supports the full UC service that allows applicants to access their request online at any time. The contract has an initial term of three years, including the implementation period, unless the Authority is terminated in accordance with the terms of the contract. The contract provides for two 12-month extension periods, subject to satisfactory performance and with the agreement of both parties. The expected value for the first three years of the contract is GBP 1,956,416.00 (excluding VAT). The expected value of each option over 12 months is GBP 586,172.00 (excluding VAT). The maximum term of the contract, including all possible extensions, is 5 years. Appointment Reservation System: Universal Credit Full Service Starting in October 2017, UC Full Service will be launched at 50 employment centres per month. If the full UC service is fully implemented in June 2018, it is estimated that 30,000,000 appointments (2,500,000 appointments per month) will be created and managed each year by the appointment booking system. In order to support the provision of a universal full credit service (UC Full Service), the Ministry of Labour and Pensions needs an appointment booking system for establishing and managing appointments for applicants with DWP employees. The appointment reservation system houses staff locations, availability and skills that define the types of appointments for which DWP staff are trained.

This information is used to find a DWP employee inside a JobCentre, available and trained to process the appointment. … 2.4 The partnership will work to continuously improve delivery standards, including sharing lessons learned from service delivery, to the extent relevant. 3.3 In the event that DWP or SM decide to terminate this contract, DWP and SM prepare an appropriate exit plan for termination of services and agree that they will not affect the services. Oracle provides service credits for the underlying compute resources consumed by customers who assert their rights. In order to support the provision of a universal full credit service (UC Full Service), the Ministry of Labour and Pensions needs an appointment booking system for establishing and managing appointments for applicants with DWP employees. The appointment reservation system houses staff locations, availability and skills that define the types of appointments for which DWP staff are trained. This information is used to find a DWP employee inside a JobCentre, available and trained to process the appointment. The contract has an initial term of three years, including the implementation period, unless the Authority is terminated in accordance with the terms of the contract.