Section one: Contracting authority
one.1) Name and addresses
Money and Pensions Service
120 Holborn
LONDON
EC1N2TD
Contact
Laura Bradshaw
Country
United Kingdom
Region code
UKI31 - Camden and City of London
Justification for not providing organisation identifier
Not on any register
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
Other type
Arm's-length body sponsored by the Department for Work and Pensions
one.5) Main activity
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Pension Wise & Pension Guidance Services
Reference number
22-164
two.1.2) Main CPV code
- 98000000 - Other community, social and personal services
- SC01 - For pension
two.1.3) Type of contract
Services
two.1.4) Short description
The Money and Pension Service (MaPS) are undertaking a review of the potential combined delivery for Pension Wise and Pension Guidance services and is issuing this Prior Information Notice (PIN) as a Request for Information (RFI) to gain a better understanding of the capacity and appetite of the market to deliver the proposed services.
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
two.2.4) Description of the procurement
Service Objectives:
• Pension Customers will have the guidance they need at the right time. We will help people navigate our services. Our services will be more efficient and more effective as we direct people to the right channel and guidance first time.
• Those most in need will have access to support and assistance at the time they need it, thus avoiding potentially detrimental decisions
• Our focus will evolve to reflect changing behaviours in relation to increasing demand for digital and multi-channel services.
• In line with our consumer guidance strategy, and legislative remit, guidance gaps are identified and filled.
The current model delivers the following services: -
Pension Wise - Service Requirements:
• Eligibility - citizens aged over 55 looking to access DC pension savings
• 45mins - 1hour long scripted conversation covering 6 Pension Freedom Options, pros, cons and risks.
• Scale of up to 250,000 appointments per year with variable demand across months
• The session will be undertaken virtually either by telephone or video.
• There may be a limited requirement for face-to-face sessions.
• You must be able to cater for Welsh language, and those with accessibility needs i.e. British Sign Language.
• There may also be a requirement for managing customer bookings, queries and feedback.
• Regular reporting on customer metrics will be required, as will compliance with MaPS standards and ensuring that quality is at an acceptable level.
• Supplier will be required to undertake QA processes and provide assurance to MaPS.
Pension Guidance - Service Requirements:
• Eligibility - all citizens who require guidance on any and all aspects of their pension savings including Defined Contribution and Defined Benefit (Private and Public Sector)
• Scale of up to 20-25k per month reactive telephone calls with variable demand across months, 500 pre-arranged appointments to provide guidance for safeguarding benefits and divorce cases and provide pre-arranged outreach seminars.
• There may also be a requirement for managing customer bookings, queries and feedback.
• Regular reporting on customer metrics will be required, as will compliance with MaPS standards and ensuring that quality is at an acceptable level.
• Supplier will be required to undertake QA processes and provide assurance to MaPS.
two.2.14) Additional information
We will be holding a virtual event on 10th January 2023 at 12.30pm via Microsoft Teams, to give interested suppliers further information about our requirements.
If you are interested in attending this event please contact Laura Bradshaw to obtain joining instructions, at commercial@maps.org.uk with 'MaPS Pension Wise/Pension Guidance' as the subject.
two.3) Estimated date of publication of contract notice
1 July 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: No