Section one: Contracting authority
one.1) Name and addresses
Money and Pensions Service
120 Holborn
LONDON
EC1N2TD
Contact
Carol Hilaire
Telephone
+44 2081324012
Country
United Kingdom
NUTS code
UKI31 - Camden and City of London
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
one.4) Type of the contracting authority
Other type
Arms Length body sponsored by the Department for Work and Pensions
one.5) Main activity
Other activity
Financial Guidance Body for Money and Pensions
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
MaPS Independent Quality Assessment Service - Award Notice
Reference number
23-39C
two.1.2) Main CPV code
- 73000000 - Research and development services and related consultancy services
two.1.3) Type of contract
Services
two.1.4) Short description
The Money and Pensions Service (MaPS) carried out a tender for a supplier to deliver an independent quality assessment service to enable MaPS to manage, monitor and maintain oversight over the quality of its internal and outsourced guidance and advice delivery services against a set of 11 MaPS Standards (and 72 sub standards)
https://www.moneyandpensionsservice.org.uk/money-and-pensions-service-standards/
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: £3,983,000
two.2) Description
two.2.2) Additional CPV code(s)
- 73000000 - Research and development services and related consultancy services
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
The supplier will complete assessments across a wide range of MaPS services including regulated debt advice, pensions guidance, Pension Wise and money guidance. The supplier will be responsible for the delivery of an independent quality assessment service across all delivery channels that MaPS either delivers internally or funds through external delivery partners, to ensure that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards.
The delivery of the service will be supported by a MaPS created quality assessment tool but will be facilitated longer term by a technical solution sourced through a separate procurement exercise. The current solution will be maintained and managed by MaPS but utilisation of the current and future tool will be a requirement of delivery.
The channels can include but are not limited to; face to face provision, telephone, written communications including the use of web chat and digital provisions. The service will need to be designed to provide assurance that the quality frameworks being used by both internal delivery teams and external delivery partners are effective, robust and in line with contract expectations. The service will need to utilise the skills and experience of subject matter experts to undertake quality assessments.
MaPS will expect the service to monitor and assess customer facing quality assurance as well as organisational controls following these principles:
• Having a customer centric focus
• Systematic approach to management
• Utilisation of technology and reporting tools to enable live in month reporting
• Ability to assess against a set of quality criteria incorporating process and technical components across varying channels and including reviewing face to face case records, transcripts, written communications, digital interactions and audio records
• Ensures that the quality assurance activity is proportionate and relevant - ensuring that the sample size, frequency and remedial action is aligned to a risk-based approach to monitoring
• Timely and includes in month live reporting by service line, channel and theme
• Enables root-cause analysis and continuous improvement
• Provides oversight of policies, processes and training material where required in order to identify opportunities for continuous improvement
• Consistent across all service lines and delivery mechanisms.
two.2.5) Award criteria
Quality criterion - Name: Case Studies / Weighting: 10
Quality criterion - Name: Methodology and Approach to Delivery / Weighting: 20
Quality criterion - Name: Issues and Risks / Weighting: 5
Quality criterion - Name: Resource / Weighting: 15
Quality criterion - Name: Project Plan / Weighting: 10
Quality criterion - Name: Social Value / Weighting: 10
Quality criterion - Name: GDPR / Weighting: Pass/Fail
Price - Weighting: 30
two.2.11) Information about options
Options: Yes
Description of options
2 years (at annual intervals)
two.2.14) Additional information
Total Whole life contract value £3,983,000 (excluding VAT)
Total Whole life contract value £4,779,600 (including VAT)
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: 2022/S 000-033539
four.2.9) Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice
Section five. Award of contract
Contract No
23-39C
Title
Independent Quality Assessment Service
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 April 2023
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Recognising Excellence
Unit 3, Twigworth Court Business Centre, Tewkesbury Road, Nr. Glouceste
Gloucester
GL2 9PG
Country
United Kingdom
NUTS code
- UKK - South West (England)
Companies House
06506091
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £3,983,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The High Court
The Strand
London
WC2A 2LL
Country
United Kingdom