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.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
Tenders or requests to participate must be submitted to the above-mentioned 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
Reference number
FSCS470
two.1.2) Main CPV code
- 66000000 - Financial and insurance services
two.1.3) Type of contract
Services
two.1.4) Short description
FSCS would like to procure a Service Provider capable of providing claims handling services to ensure that FSCS has sufficient competent resource to fulfil its statutory obligations.
The scope of the services are:
* Deposit Claims Processing
* Advice Claims Processing
* Overflow Customer Contact
*Support Services
two.1.5) Estimated total value
Value excluding VAT: £50,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 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
FSCS would like to procure a Service Provider capable of providing claims handling services to ensure that FSCS has sufficient competent resource to fulfil its statutory obligations.
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
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £50,000,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
84
This contract is subject to renewal
Yes
Description of renewals
The duration of the initial term will be 60 months . After the initial terms, there will be an option for FSCS to extend the contract on up to two occasions for a maximum duration of [12] months on each of those occasions
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
two.2.10) Information about variants
Variants will be accepted: No
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
two.2.14) Additional information
The Authority reserves the right not to award the opportunity or to award only part (or a different arrangement) of the opportunity described in this contract notice.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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.2.2) Time limit for receipt of tenders or requests to participate
Date
4 October 2023
Local time
2:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
six.3) Additional information
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
Bidders should note that the procurement documents relating to stages of the procurement following the Selection Questionnaire stage are draft documents at this stage, providing indicative information about the Authority’s intended approach in the procurement process and are for general information only. The Authority reserves the right to vary, amend and update any aspects of the procurement documents and final details and versions of the procurement documents will be confirmed to applicants successful in being selected to participate in the relevant tender stages of the procurement procedure.
Requests to participate must be by way of completion and return of the Standard Selection Questionnaire (in accordance with the requirements set out in the Standard Selection Questionnaire) by the date and time specified in Section IV.2.2. The Authority reserves the right not to accept requests to participate that are received after the deadline. Bidders are encouraged to submit their submissions well in advance of the stated date and time in order to avoid issues such as technical difficulties with the electronic system that may be due to the high volumes of traffic attempting to submit applications on the same date and time.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=806609790" target="_blank">https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=806609790
GO Reference: GO-202394-PRO-23792634
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
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
In accordance with Regulation 86 (Notices of decisions to award a contract), Regulation 87 (Standstill Period) and Regulations 91 (Enforcement of duties through the Court) of the Public Contracts Regulations 2015.