Section one: Contracting authority
one.1) Name and addresses
Money and Pensions Service
120 Holborn
LONDON
EC1N 2TD
Contact
Carol Hilaire
Telephone
+44 2081324012
Country
United Kingdom
NUTS code
UKI31 - Camden and City of London
Internet address(es)
Main address
https://www.moneyandpensionsservice.org.uk/
one.3) Communication
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Arm's-length body, sponsored by the Department for Work and Pensions
one.5) Main activity
Other activity
Financial and Debt Guidance
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Quality Assessment Service
two.1.2) Main CPV code
- 73200000 - Research and development consultancy services
two.1.3) Type of contract
Services
two.1.4) Short description
The Money and Pensions Service (MaPS) intends to commence 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.2) Description
two.2.2) Additional CPV code(s)
- 66000000 - Financial and insurance services
- 80000000 - Education and training services
- 98000000 - Other community, social and personal services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
MaPS Standards - Quality Assessment Service
This Prior Information Notice (PIN) is to advise prospective suppliers of the Commissioners' intention and is not a formal call for tender.
The Money and Pensions Service, MaPS (the "Authority") 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.
The Money and Pensions Service (MaPS) intends to commence 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/
MaPS funded delivery services are UK wide and provide information, guidance, and advice through a variety of delivery channels. MaPS is required to ensure and monitor compliance of its delivery services against the MaPS Standards.
The new quality assessment service will be key to MaPS monitoring compliance of funded and internal services with each of the MaPS Standards, feeding into performance reporting against key performance indicators.
All service lines will be required to complete their own quality assessments and provide scores drawn from a sample of delivery partners. The supplier of this service will complete independent assessments of those samples and feed the findings into the technical solution initially managed by MaPS.
Description
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
Whilst the proposed contract may be awarded to a single organisation, MaPS may also consider consortia arrangements.
Please note that suppliers in receipt of a delivery grant for any MaPS delivery service are unable to bid for this opportunity due to the potential for conflict of interest.
MaPS plans to hold a quality assessment service market engagement session (via Microsoft Teams) on Friday 5th August 2022, details of which will be notified separately to prospective providers who indicate their interest to participate in the engagement session. This will provide an opportunity for prospective suppliers to find out more about the aims of the proposed service, the tendering process involved, as well as an opportunity to network with others. MaPS will use the opportunity to gather intelligence from providers which may influence development of the tender.
The proposed contract will form a key dependency for a separate tender to be published shortly for a technical solution** which will manage, monitor and maintain oversight of the data produced by delivery partners and the quality assessment service.
**Please note that suppliers in receipt of a delivery grant for any MaPS delivery service are unable to bid for this opportunity due to the potential for conflict of interest.
two.2.14) Additional information
Market Engagement Session
To attend the MaPS Quality Assessment market engagement session on the 5th August 2022, interested organisations should email the MaPS commercial team referenced below by 3pm on the 4th August 2022 with the Subject Heading 'MaPS Quality Assessment Engagement', and provide contact details (name and title) for attendees (a maximum of two attendees per organisation) to:
Commercial Manager - Carol Hilaire
The Authority reserves the right not to proceed with the Procurement or any part thereof or change the requirements as necessary at any time.
The ITT is expected to be published in late September (may be subject to change). A Contract Notice will be issued.
two.3) Estimated date of publication of contract notice
30 September 2022
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
four.2) Administrative information
four.2.5) Scheduled date for start of award procedures
5 December 2022
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The High Court
The Strand
City of London
WC2A 2LL
Country
United Kingdom
Internet address
https://www.find-court-tribunal.service.gov.uk/courts/royal-courts-of-justice