Public Services > Central Government

DWP appoints SIAM service provider

Neil Merrett Published 02 June 2015

Three-year agreement will see department using ServiceNow IT suite to prioritise effective service delivery and better engage with smaller, specialised suppliers


The Department for Work and Pensions (DWP) has announced the appointment of ServiceNow to supply its service integration and management (SIAM) tooling platform under a three-year contract designed to assist with the disaggregation of its larger IT outsourcing agreements.

Under the agreement, the department will make use of the company's IT Service Automation suite to try and identify both vital and unused services, while also helping define the best areas to integrate functions and improve engagement with smaller suppliers. The contract also includes a focus on open standards and interoperability to support workflow, performance, billing and payment functions.

The DWP said the ServiceNow solution had been chosen in an open competition to replace its outdated IT Service Management system that was unfit to support the use of multiple suppliers in the department's work.

"DWP's critical IT services are currently supported by a small number of contractors which provide almost the entire IT infrastructure needed to support business services and deliver change," said a spokesperson for the department.

"ServiceNow will support DWP's IT Service Management requirements from early next year, when our current contract expires."

The company claims the suite provides functions including service catalogue, incident management, problem management, change management and knowledge management solutions.

According to ServiceNow, the platform will function as a single point of contact to support DWP IT staff to in-source their SIAM function, while supporting the more efficient provision of services to support the department's work.

The contract, which was originally valued between £30m and £40m, aims to support the expansion of self-service functions provided to the public as a major means to cut the DWP's operational costs.

The DWP is claimed to employ 90,000 people in order to oversee tasks such as pension administration and the provision of benefits to around 22 million claimants.

In opting to disaggregate its IT needs towards a larger number of smaller suppliers, the department last year began looking at alternatives to a fully-outsourced managed SIAM service contract delivered by HP Enterprise Services that was scheduled to expire in August 2014.

Related articles:

DWP issues SIAM service desk provider tender

DWP considers its SIAM options

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