Section one: Contracting authority
one.1) Name and addresses
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square,
London
E14 9SR
procurement.enquiries@financial-ombudsman.org.uk
Telephone
+44 2032229656
Country
United Kingdom
NUTS code
UKI - London
Internet address(es)
Main address
https://www.financial-ombudsman.org.uk
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://procurement.financial-ombudsman.org.uk/web/login.html
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procurement.financial-ombudsman.org.uk/web/login.html
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Procurement of an IT Managed Service
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass:
1)Ongoing support, maintenance and development of our case management system;
2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse;
3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business; and
4) Provision of IT resources on demand to augment the Financial Ombudsman Service’s team on an ad-hoc basis.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72200000 - Software programming and consultancy services
- 72400000 - Internet services
- 72500000 - Computer-related services
- 72600000 - Computer support and consultancy services
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
1) Ongoing support, maintenance and development of our case management system
Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system.
The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation.
2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse
Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements.
3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business
The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow:
-Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and
-Financial institutions to communicate and share information in relation to complaints raised against them.
After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements.
4) Provision of IT resources on demand to augment the Financial Ombudsman Service’s team on an ad-hoc basis
Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources.
These resources maybe involved in project or business as usual activities outside of services 1) to 3) above.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
Yes
Description of renewals
A 4 year contract with the option to extend for a further 4 years in annual increments.
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
The 5 highest scoring SQ responses will be invited to tender for the requirements. See procurement documentation for further information, including scoring and selection criteria.
two.2.10) Information about variants
Variants will be accepted: No
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 three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
As stated within the draft Terms and Conditions as issued with the tender documents.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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.2.2) Time limit for receipt of tenders or requests to participate
Date
2 August 2021
Local time
5:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
23 August 2021
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 12 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.4) Procedures for review
six.4.1) Review body
Financial Ombudsman Service
London
E14 9GE
Country
United Kingdom