Section one: Contracting authority
one.1) Name and addresses
Money and Pensions Service
Borough Hall, Cauldwell Street
Bedford
MK42 9AP
Contact
Carol Hilaire
Telephone
+44 2081324012
Country
United Kingdom
Region code
UKI7 - Outer London – West and North West
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
Money and Pensions Guidance
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
MaPS - Customer Voice Survey (s)
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
MaPS wishes to appoint a supplier to assist them with their Customer Voice Survey (s). Please refer to section 11.2.4 of this notice for more details of our requirements).
MaPS are looking to run a procurement exercise via the Crown Commercial Service Framework named Research and Insights (framework reference RM6126). Please see the following link to the framework:
https://www.crowncommercial.gov.uk/agreements/RM6126
If you are interested in bidding for this contract and are NOT currently a registered supplier on this framework, then please request additional information via email:
commercial@maps.org.uk (placing 'Customer Voice Survey' in the header).
Suppliers who are not currently on Framework RM6126 may also wish to consider collaborating with the suppliers who are already on this framework.
MaPS are holding a supplier engagement event on the the 2nd July 2024 between 2 - 3pm (please refer to
section 11.2.14 of this notice for details on how to register).
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- 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
Customer Voice Survey(s)
THE ORGANISATION
The Money and Pensions Service; MaPS is an arm's-length body, sponsored by the Department for Work and Pensions, with a joint commitment to ensuring that people throughout the UK have guidance and access to the information they need to make effective financial decisions over their lifetime.
DESCRIPTION OF REQUIREMENT
MaPS' customer voice surveys are the organisation's flagship insight mechanism for ensuring high quality service delivery across all our direct to customer services. They:
• Deliver insight for continuous improvement
• Form the basis of our KPIs on customer satisfaction and
outcomes
• Are a core part of our Quality Assurance Framework
• Deliver insight for policy and proposition development,
corporate planning, and strategy development
• Support adherence to our Public Sector Equality Duty.
Our current Customer Voice surveys are delivered by two providers and measure customer satisfaction and outcomes across four different services that are either directly delivered by, or commissioned by MaPS:
Survey 1 - Money Guidance
A multi-channel service offering guidance on a range of money issues from money management, to travel insurance, to scams and fraud. 262k guidance sessions delivered in 2022/23.
Survey 1 - Pensions Guidance
A multi-channel service offering guidance on a wide range of pensions issues. 227k guidance sessions delivered in 2022/23.
Survey 1 - Pension Wise
A service specifically designed to guide customers on their options for taking money from defined contribution pensions. 243k guidance sessions and digital self-serve delivered in 2022/23.
Survey 2 - Debt Advice
FCA regulated debt advice delivered by a range of providers either in person or across a range of remote channels. Also includes administration of Debt Relief Orders. 509k customers helped in 2022/23.
With our existing Customer Voice surveys we have built a solid foundation, measuring quality of the interaction (customer satisfaction, key drivers and advocacy), as well as longer term outcomes in three key areas: Understanding, Resolution and Wellbeing.
• For Money Guidance and Pensions Guidance, a single survey
within two months of the interaction captures both
satisfaction and outcomes. For Pension Wise and Debt Advice,
these are measured in two separate surveys - Csat within two
months of interaction with MaPS' services, and outcomes
within six months of interaction, given that these more
complex outcomes take longer to realise. This design enables
us to track customers from entry into the service to longer
term impact on their general and financial wellbeing.
• Surveying takes a modular approach, allowing us to measure
some key metrics in a comparable way across all services,
while other elements are bespoke to each service area
(questions, timing of interviews and methodology)
• We have also moved beyond simply measuring satisfaction
and outcomes and moved towards analysing the key drivers of
our most important metrics. This gives us a deeper
understanding of our quality of delivery and opportunities for
improvement.
• The current surveys are delivered by CATI and CAWI,
measuring satisfaction among c. 11.9k customers per year and
outcomes among c. 9.4k customers per year in, four
quarterly waves.
• Reporting is delivered at an overall level as well as at provider
level (where MaPS services are commissioned rather than
directly delivered).
Both our current Customer Voice survey contracts end in March 2025. MaPS intends to engage one or more survey providers to begin fieldwork in April 2025, enabling a seamless transition. This could involve a new single contract covering all service lines, or multiple contracts if required. MaPS also wants to take the opportunity to build on the foundations of our existing survey programmes and align delivery with our new corporate strategy and Customer Voice approach. We are particularly interested in:
• Enabling feedback closer to the interaction with MaPS
services
• Enabling more regular and timely reporting
• Developing our survey mechanisms to enable us to close the
feedback loop
• Building in flexibility to adjust our surveying to meet emerging
business needs
• Exploring emerging methods and fieldwork techniques to
maximise engagement and increase accessibility of the
surveys
• Ensuring our surveys are suitable for understanding
experience of omni-channel interactions and emerging digital
tools.
We expect contracts to run over three years. The Budget will be informed by our market engagement sessions and further business planning.
TIMESCALES
MaPS expects to issue the invitation to quote in early November 2024, with a view to agreeing contracts in February 2025 in advance of go-live in April 2025. (These timelines may be subject to change).
two.2.14) Additional information
SUPPLIER ENGAGEMENT SESSION
MaPS is holding a supplier engagement webinar event on Tuesday 2nd July 2024 between 2-3pm via MS Teams.
To attend this event; please register using the following link:
two.3) Estimated date of publication of contract notice
28 February 2025
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No