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Contract Award Notice

MaPS Independent Quality Assessment Service - Award Notice

  • First published: 27 April 2023
  • Last modified: 27 April 2023
  • Record interest

     

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The buyer is not using this website to administer the notice.

To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Contents

Summary

OCID:
ocds-h6vhtk-035505
Published by:
Money and Pensions Service
Authority ID:
AA78892
Publication date:
27 April 2023
Deadline date:
-
Notice type:
Contract Award Notice
Has documents:
No
Has SPD:
No
Has Carbon Reduction Plan:
N/A

Abstract

The supplier will complete assessments across a wide range of MaPS services including regulated debt advice, pensions guidance, Pension Wise and money guidance. The supplier will be responsible for the delivery of an independent quality assessment service across all delivery channels that MaPS either delivers internally or funds through external delivery partners, to ensure that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards.

The delivery of the service will be supported by a MaPS created quality assessment tool but will be facilitated longer term by a technical solution sourced through a separate procurement exercise. The current solution will be maintained and managed by MaPS but utilisation of the current and future tool will be a requirement of delivery.

The 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 quality frameworks being used by both internal delivery teams and external delivery partners are effective, robust and in line with contract expectations. The service will need to utilise the skills and experience of subject matter experts to undertake quality assessments.

MaPS will expect the service to monitor and assess customer facing quality assurance as well as organisational controls 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.

Full notice text

Contract award notice

Results of the procurement procedure

Section I: Contracting entity

I.1) Name and addresses

Money and Pensions Service

120 Holborn

LONDON

EC1N2TD

UK

Contact person: Carol Hilaire

Telephone: +44 2081324012

E-mail: carol.hilaire@maps.org.uk

NUTS: UKI31

Internet address(es)

Main address: https://maps.org.uk/

I.4) Type of the contracting authority

Other: Arms Length body sponsored by the Department for Work and Pensions

I.5) Main activity

Other: Financial Guidance Body for Money and Pensions

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

MaPS Independent Quality Assessment Service - Award Notice

Reference number: 23-39C

II.1.2) Main CPV code

73000000

 

II.1.3) Type of contract

Services

II.1.4) Short description

The Money and Pensions Service (MaPS) carried out a tender for a supplier to deliver an independent quality assessment service to enable MaPS to manage, monitor and maintain oversight over the quality of its internal and outsourced guidance and advice delivery services against a set of 11 MaPS Standards (and 72 sub standards)

https://www.moneyandpensionsservice.org.uk/money-and-pensions-service-standards/

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Value excluding VAT: 3 983 000.00  GBP

II.2) Description

II.2.2) Additional CPV code(s)

73000000

II.2.3) Place of performance

NUTS code:

UKC

UKD

UKE

UKF

UKG

UKH

UKI

UKJ

UKK

II.2.4) Description of the procurement

The supplier will complete assessments across a wide range of MaPS services including regulated debt advice, pensions guidance, Pension Wise and money guidance. The supplier will be responsible for the delivery of an independent quality assessment service across all delivery channels that MaPS either delivers internally or funds through external delivery partners, to ensure that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards.

The delivery of the service will be supported by a MaPS created quality assessment tool but will be facilitated longer term by a technical solution sourced through a separate procurement exercise. The current solution will be maintained and managed by MaPS but utilisation of the current and future tool will be a requirement of delivery.

The 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 quality frameworks being used by both internal delivery teams and external delivery partners are effective, robust and in line with contract expectations. The service will need to utilise the skills and experience of subject matter experts to undertake quality assessments.

MaPS will expect the service to monitor and assess customer facing quality assurance as well as organisational controls 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.

II.2.5) Award criteria

Quality criterion: Case Studies / Weighting: 10

Quality criterion: Methodology and Approach to Delivery / Weighting: 20

Quality criterion: Issues and Risks / Weighting: 5

Quality criterion: Resource / Weighting: 15

Quality criterion: Project Plan / Weighting: 10

Quality criterion: Social Value / Weighting: 10

Quality criterion: GDPR / Weighting: Pass/Fail

Price / Weighting:  30

II.2.11) Information about options

Options: Yes

Description of options:

2 years (at annual intervals)

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

II.2.14) Additional information

Total Whole life contract value £3,983,000 (excluding VAT)

Total Whole life contract value £4,779,600 (including VAT)

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

IV.2.1) Previous publication concerning this procedure

Notice number in the OJ S:

2022/S 000-033539

IV.2.9) Information about termination of call for competition in the form of a prior information notice

The contracting authority will not award any further contracts based on the above prior information notice

Section V: Award of contract

Contract No: 23-39C

Title: Independent Quality Assessment Service

A contract/lot is awarded: Yes

V.2 Award of contract

V.2.1) Date of conclusion of the contract

12/04/2023

V.2.2) Information about tenders

Number of tenders received: 1

Number of tenders received from SMEs: 1

The contract has been awarded to a group of economic operators: No

V.2.3) Name and address of the contractor

Recognising Excellence

06506091

Unit 3, Twigworth Court Business Centre, Tewkesbury Road, Nr. Glouceste

Gloucester

GL2 9PG

UK

NUTS: UKK

The contractor is an SME: Yes

V.2.4) Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot: : 3 983 000.00  GBP

V.2.5) Information about subcontracting

Section VI: Complementary information

VI.4) Procedures for review

VI.4.1) Review body

The High Court

The Strand

London

WC2A 2LL

UK

VI.5) Date of dispatch of this notice

26/04/2023

Coding

Commodity categories

ID Title Parent category
73000000 Research and development services and related consultancy services Research and Development

Delivery locations

ID Description
100 UK - All

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID Description
There are no alert restrictions for this notice.

About the buyer

Main contact:
carol.hilaire@maps.org.uk
Admin contact:
N/a
Technical contact:
N/a
Other contact:
N/a

Further information

Date Details
No further information has been uploaded.

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