Future opportunity

Front Office Counter Services 2

  • The Minister for the Cabinet Office acting through Crown Commercial Service

F01: Prior information notice (prior information only)

Notice reference: 2022/S 000-020447

Published 27 July 2022, 11:44am

Section one: Contracting authority

one.1) Name and addresses

The Minister for the Cabinet Office acting through Crown Commercial Service

9th Floor, The Capital Building, Old Hall Street


L3 9PP




+44 3450103503


United Kingdom

NUTS code

UK - United Kingdom

Internet address(es)

Main address


one.2) Information about joint procurement

The contract is awarded by a central purchasing body

one.3) Communication

Additional information can be obtained from the above-mentioned address

one.4) Type of the contracting authority

Ministry or any other national or federal authority

one.5) Main activity

Other activity

Public procurement

Section two: Object

two.1) Scope of the procurement

two.1.1) Title

Front Office Counter Services 2

Reference number


two.1.2) Main CPV code

  • 75130000 - Supporting services for the government

two.1.3) Type of contract


two.1.4) Short description

Crown Commercial Service (CCS) as the Authority intends to put in place a Pan Government Collaborative Agreement for the provision of Front Office Counter Services 2 to be utilised by Central Government Departments and all other UK Public Sector Bodies, including Local Authorities, Health, Police, Fire and Rescue, Education and Devolved Administrations. It is intended that this commercial agreement will be the recommended vehicle for all front office counter services required by UK Central Government Departments.

Our indicative view is this will be a single lot framework agreement with a maximum of 2 awarded suppliers

two.1.5) Estimated total value

Value excluding VAT: £150,000,000

two.1.6) Information about lots

This contract is divided into lots: No

two.2) Description

two.2.2) Additional CPV code(s)

  • 64100000 - Post and courier services
  • 64120000 - Courier services
  • 64121100 - Mail delivery services
  • 64121200 - Parcel delivery services
  • 64210000 - Telephone and data transmission services
  • 72310000 - Data-processing services
  • 72312000 - Data entry services
  • 72313000 - Data capture services
  • 72318000 - Data transmission services
  • 72510000 - Computer-related management services
  • 75000000 - Administration, defence and social security services
  • 75100000 - Administration services
  • 79131000 - Documentation services
  • 79200000 - Accounting, auditing and fiscal services
  • 79210000 - Accounting and auditing services
  • 79211000 - Accounting services
  • 79310000 - Market research services
  • 79710000 - Security services
  • 79720000 - Investigation services
  • 79821100 - Proofreading services
  • 79940000 - Collection agency services
  • 79961000 - Photographic services
  • 79961300 - Specialised photography services
  • 79991000 - Stock-control services
  • 79999100 - Scanning services

two.2.3) Place of performance

NUTS codes
  • UK - United Kingdom

two.2.4) Description of the procurement

The contracting authority is seeking a provider of a “Front Office” counter-based service to undertake a number of face-to-face customer service transactions at a national network of outlets throughout the UK.

Transactions could include, although not be limited to the following (the below are given for indicative purposes only):

· completing or verifying paper-based documents such as passport applications and driving licences

· digitally assisted service including support for citizens applying for government services using electronic devices (i.e. tablets)

- Issuing government documentation/biometric ID’s, following validation of identity and application forms.

- the checking of paper application forms and the submission of supporting documents

- buying or topping up travel cards

- updating Government databases with changes to citizen records

· basic application check, collection of fee, and onward secure transmission of completed application

· verification of applicant identity then, if appropriate, processing applicant Customer Payment

· · processing of document application transactions requiring Biometric Image Collection

· verification of authenticity of secure documents

· secure Transportation of Original Documents of Value as part of application processes

· secure Return of Documents to the Issuing Authority Agency

· secure central storage and distribution of high value documents to the contractor’s outlets

· secure storage of official documentation and supporting documents for customer collection

- Digital transmission of data to issuing authority, with provision for exceptions to be handled manually (e.g. manual paper transactions). The intention is to permit the staff and / or technical infrastructure developed for this Framework Agreement to be used for other service delivery, subject to there being appropriate safeguards in respect of security, encryption, access rights and deliverability to ensure the services delivered under this Framework

two.3) Estimated date of publication of contract notice

22 March 2023

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: Yes

Section six. Complementary information

six.3) Additional information

Crown Commercial Service (CCS) will use an eSourcing system for this competition and reserves the right to use an electronic auction. The eSourcing system we will use is https://crowncommercialservice.bravosolution.co.uk.

Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so.

The value in II.1.5 is an indicative value over 4 years.

The date in II.3) is the estimated date of publication, please refer to the CCS website page https://www.crowncommercial.gov.uk/agreements/RM6283 for updates and monitor Find a Tender Service for the publication of the contract notice.

The Cyber Essentials scheme is mandatory for Central Government Contracts which involve handling personal information and providing certain ICT products and services. The Government is taking steps to further reduce

the levels of cyber security risk in its supply chain through the Cyber Essentials scheme. The scheme defines a set of controls which, when properly implemented, will provide organisations with basic protection from the most prevalent forms of threat coming from the internet.

To participate in this procurement, bidders will be required to demonstrate that they are Cyber Essentials Plus certified for the services under and in connection with the procurement.

The bidder may be awarded a contract but shall not enter into any call off contracts with buyers until they are able to demonstrate to CCS that they meet the technical requirements prescribed by the Cyber Essentials Plus Scheme for services under and in connection with this procurement.

The procurement route currently considered is Open, however, this may change to Negotiation. This will be confirmed upon publication of the contract notice.

A Future Opportunity on contract finder can be found here: https://www.contractsfinder.service.gov.uk/Notice/79c4da9b-d074-4942-b691-7be6f2681901