Section one: Contracting authority
one.1) Name and addresses
Money And Pensions Service
Holborn Centre, 120 Holbornholborn Centre, 120 Holborn
LONDON
EC1N2TD
Contact
Nicholas Cole
Telephone
+44 7368646272
Country
United Kingdom
NUTS code
UKI31 - Camden and City of London
Internet address(es)
Main address
https://moneyandpensionsservice.org.uk/
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
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Quality Assurance Service
two.1.2) Main CPV code
- 98000000 - Other community, social and personal services
two.1.3) Type of contract
Services
two.1.4) Short description
The Money and Pensions Service is seeking to undertake a procurement exercise for the purpose of establishing a Quality Assurance Service across a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier shall schedule, and subsequently administer an independent Quality Assurance service across all delivery channels for MaPS which will check that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards. These 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 frameworks being used by delivery partners whether internal or external are effective, robust and in line with contract expectations.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
national
two.2.4) Description of the procurement
The Money and Pensions Service is seeking to undertake a procurement exercise for the purpose of establishing a Quality Assurance Service across a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier shall schedule, and subsequently administer an independent Quality Assurance service across all delivery channels for MaPS which will check that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards. These 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 frameworks being used by delivery partners whether internal or external are effective, robust and in line with contract expectations.
MaPS is issuing this Prior Information Notice (PIN) as a Request for Information (RFI) to gather market intelligence/information, to gain a better understanding of the capacity and appetite of the market to deliver the proposed service to ensure high quality advice and guidance is delivered. In particular, MaPS is keen to understand how the service activity can monitor Quality Assurance 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
MaPS is seeking feedback from potential providers to understand opportunities and barriers to providing these services and to assist with shaping the Service Specification.
two.2.14) Additional information
We are hold a supplier information event on 13th January 2022 at 16:00. This event will be virtual and if you are interested in attending this event please register your interest by emailing nicholas.cole@maps.org.uk
two.3) Estimated date of publication of contract notice
30 June 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