Section one: Contracting authority
one.1) Name and addresses
FSCS (Financial Services Compensation Scheme)
10th Floor, Beaufort House, 15 St Botolph Street
London
EC3A 7QU
Contact
Procurement
Telephone
+44 2073758175
Country
United Kingdom
Region code
UKI - London
Internet address(es)
Main address
one.3) Communication
Additional information can be obtained from the above-mentioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
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
Pre-Market Sounding: Claims Handling
two.1.2) Main CPV code
- 66000000 - Financial and insurance services
two.1.3) Type of contract
Services
two.1.4) Short description
In considering our future Claims Handling operating environment and the services we are seeking, we have explored a range of options that will allow us to perform our statutory function, while working with one or more service providers to help us deliver an outstanding customer experience. Our preferred approach is one that allows us to retain design and ownership of the processes and technology, with a partner or partners delivering agreed operational outcomes. We are interested to hear from potential service providers on how they might deliver some or all parts of our end-to-end claims handling process - from initial customer contact and application, through data gathering from product providers representatives and customers to process claims, to issuing a decision and processing any post-decision correspondence.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79999100 - Scanning services
- 79342320 - Customer-care services
- 48812000 - Financial information systems
- 79412000 - Financial management consultancy services
- 66500000 - Insurance and pension services
- 79342300 - Customer services
two.2.3) Place of performance
NUTS codes
- UKI - London
Main site or place of performance
LONDON
two.2.4) Description of the procurement
FSCS's claims handling process can be summarised as follows:
Customer Contact Services
Email and webchat: The primary channel for customer communication, providing answers to customer queries and handling customer escalations and complaints
Phone/helpline: The voice channel for customer service, providing answers to customer queries and handling customer escalations and complaints
Post: The channel for processing all incoming post. This includes processing post that is both assigned to a claim, or unassigned, and ensuring that it reaches the correct recipient.
Document Management Services
Processing, scanning, validation and distribution of inbound mail
Outbound mail production
Physical storage of documents
Claims Processing – which includes:
Identity Verification –verifying the identity of the customer
Claim creation and electronic file building – setting up claims records on the FSCS system
Triage and allocation – including prioritisation of urgent claims and vulnerable customers
Data Gathering and Validation – ensuring all material information is available to assess the claim
Customer touchpoint - ensuring the customer is kept up to date on their claim including setting out next steps by phone and in writing
Assessment – reviewing the material information to determine the eligibility of the customer and the outcome of the claim
Decision – reaching a decision and issuing the decision outcome letter
Quantification – determining the correct level of compensation
Appeals and post decision contact
Quality Review – independently verifying the assessment/quantification and the supporting evidence, and providing ongoing feedback, support and training where necessary
two.3) Estimated date of publication of contract notice
7 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: Yes
Section six. Complementary information
six.3) Additional information
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-London:-Financial-and-insurance-services./3N339XT723
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/3N339XT723
GO Reference: GO-202297-PRO-20915341