Section one: Contracting authority
one.1) Name and addresses
Harrow Council
Procurement Team, PO Box 1358
Harrow
HA3 3QN
Contact
Mr Marzuki Haji
Country
United Kingdom
Region code
UKI74 - Harrow and Hillingdon
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
General Information and Advice Service
Reference number
DN724621
two.1.2) Main CPV code
- 85000000 - Health and social work services
two.1.3) Type of contract
Services
two.1.4) Short description
The London Borough of Harrow is inviting tenders for the provision of the borough’s General Information and Advice Service. We are looking for a provider(s) who can deliver independent information and advice services through a range of channels for Harrow residents in need, that supports them to access help seamlessly, at the earliest possible opportunity, as well as address the changes in residents’ need in response to the Covid-19 pandemic and subsequent cost of living crisis. The advice will be free and confidential for all Harrow residents to access on an equal basis and in a safe environment.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £1,242,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKI74 - Harrow and Hillingdon
two.2.4) Description of the procurement
The service will include delivery of general information and advice through a multi-channel approach focusing on digital channels, email, mobile friendly, website, and face-to-face. This includes:
• delivery of the general information and advice service.
• delivery of general information and advice via Family Hubs Network.
• delivery of general information and advice for people who are homeless or at risk of homelessness.
• delivery of general information and advice integrated within Council led initiatives
The contract funds a service for any Harrow resident with needs around housing, welfare benefits, financial services, employment, physical and mental wellbeing, family and personal matters, as well as immigration and asylum queries.
The service will provide assistance to support clients in completing forms, drafting emails and letters, and accessing online services. It will also provide assistance to seek information or mediate/ negotiate on the client’s behalf. The service will provide clear, comprehensive, relevant and up to date information and advice detailing individual rights and responsibilities.
The provider(s) will work to ensure a clear and efficient resident’s journey with accurate signposting of other services that involve one route in assessing their need. A triage and referral pathway will be agreed within a formal network of information and advice providers ensuring quality assurance, safeguarding considerations and mechanisms to make a complaint are clear and accessible.
The provider(s) should ensure that mechanisms are in place that makes the service easy to use and navigate providing a variety of available options. This should include self-management and empowering a resident to make their decisions in a timely way that prevents escalation.
The provider(s) role is to contribute to the delivery of the strategy and to take the lead in the development of the established Information and Advice Network (comprising of the council, strategic partners, and local service providers); a digital platform and working with partners to join up services and map community assets. The network should be utilised as a vehicle for capacity building within the sector and for improve collective standards.
two.2.5) Award criteria
Quality criterion - Name: Quality / Technical / Weighting: 60
Quality criterion - Name: Social Value / Weighting: 10
Price - Weighting: 30
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-029448
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
15 January 2025
five.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Harrow Citizens Advice Bureau Service Limited
Harrow
Country
United Kingdom
NUTS code
- UKI7 - Outer London – West and North West
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £1,242,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The Royal Courts of Justice
Strand, London
Country
United Kingdom