Section one: Contracting authority
one.1) Name and addresses
Financial Services Compensation Scheme
Beaufort House, 15 St. Botolph Street
London
EC3A 7QU
Telephone
+44 2073758194
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main 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
Core Claims Services
two.1.2) Main CPV code
- 66000000 - Financial and insurance services
two.1.3) Type of contract
Services
two.1.4) Short description
The scope of the services are:
* Deposit Claims Processing
* Advice Claims Processing
* Overflow Customer Contact
*Support Services
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: £83,600,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79342320 - Customer-care services
- 66500000 - Insurance and pension services
- 66519310 - Insurance consultancy services
- 66523000 - Pension fund consultancy services
- 66171000 - Financial consultancy services
- 66152000 - Financial market regulatory services
- 66150000 - Financial markets administration services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
The scope of the services are:
* Deposit Claims Processing
- Not Fit For Straight Through Pay-out (NFFSTP) Claims
- Exclusion View (EV) Claims
- Temporary High Balances (THB) Claims
- Customer engagement activities, such as inbound and outbound calls, in the course of processing the above claims
* Advice Claims Processing
- Early file preparation and triage activity (Pre-assessment tasks)
- End to End processing on a proportion of claims where the approach to assessing the claim is more well-defined and standardised, and volumes are sufficient
- Customer Engagement activities such as making Touch Point Calls or responding to incoming calls in the course of processing the above claims
- Resolving post decision correspondence and processing Appeals for the Claims processed by the Service Provider
* Overflow Customer Contact
- Providing suitable telephony and administration support to deal effectively with inbound customer queries when volumes exceed the capacity that can be dealt with by FSCS internal teams.
*Support Services
- Providing appropriate capable staff to work with and assist FSCS with in-house tasks relating to potential and actual defaults, which may include project management and determining processes and procedures for complex failures.
two.2.5) Award criteria
Quality criterion - Name: Resourcing / Weighting: 7
Quality criterion - Name: Service Delivery / Weighting: 28
Quality criterion - Name: Transition / Weighting: 14
Quality criterion - Name: Business Continuity / Weighting: 7
Quality criterion - Name: Information Security / Weighting: 7
Quality criterion - Name: Service Improvements / Weighting: 7
Cost criterion - Name: Pre-assessment Tasks / Weighting: 10
Cost criterion - Name: Claims Processing Activities / Weighting: 10
Cost criterion - Name: Rate Card / Weighting: 5
Cost criterion - Name: Transition / Weighting: 5
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
Competitive procedure with negotiation
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-026004
Section five. Award of contract
Contract No
FSCS 470
Title
Core Claims Services
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
14 June 2024
five.2.2) Information about tenders
Number of tenders received: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Pricewaterhousecoopers LLP
1 Embankment Place
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
OC303525
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £83,600,000
Section six. Complementary information
six.3) Additional information
The initial contract duration is until 31st March 2030. There will be an option for FSCS to extend the contract from the expiry of the Initial Term on up to 2 occasions for a maximum duration of up to 12 months on each of those occasions. Please note the total contract value does not include the expenditure which may go through under a rate card. The expenditure for this element is estimated between £0 and £15m.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=869240502
GO Reference: GO-2024624-PRO-26692477
six.4) Procedures for review
six.4.1) Review body
The Royal Court of Justice
1 The Royal Courts of Justice, The Strand
London
WC1A 2LL
Country
United Kingdom