Crisis Support and Resilience Services - Digital Payment System Commission

Hertfordshire County Council is seeking to commission a digital payment solution to deliver the Crisis Resilience Fund (running until 31 March 2029). The fund provides crisis support to low-income households experiencing financial hardship and helps build longer-term financial resilience. HCC's allocation for 2026/27 is £11.3 million, with approximately 30% allocated for crisis payments. The payment system must support multiple delivery channels and enable various providers (internal teams, trusted professionals, and commissioned providers) to distribute cash-equivalent payments for urgent needs such as food, utilities, and essential goods. The solution must be person-centred, trauma-informed, and needs-based, with flexible year-round eligibility. Key requirements include: reducing administrative burden, enabling consistent controls across schemes, providing accessibility, managing accurate reporting for local oversight and Department for Work and Pensions (DWP) compliance, and maintaining strong governance and assurance. The system must support application-based self-referral processes, scale to meet fluctuating demand, and integrate with resilience services (debt advice, income maximisation, savings advice, affordable credit) and community coordination activities that strengthen local support partnerships and referral pathways.