Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Financial Services Compensation Scheme
Beaufort House, 15 St. Botolph Street
London
EC3A 7QU
UK
Telephone: +44 2073758194
E-mail: Procurement@fscs.org.uk
NUTS: UK
Internet address(es)
Main address: www.fscs.org.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Economic and financial affairs
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Core Claims Services
II.1.2) Main CPV code
66000000
II.1.3) Type of contract
Services
II.1.4) Short description
The scope of the services are:
* Deposit Claims Processing
* Advice Claims Processing
* Overflow Customer Contact
*Support Services
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
83 600 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79342320
66500000
66519310
66523000
66171000
66152000
66150000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
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.
II.2.5) Award criteria
Quality criterion: Resourcing
/ Weighting: 7
Quality criterion: Service Delivery
/ Weighting: 28
Quality criterion: Transition
/ Weighting: 14
Quality criterion: Business Continuity
/ Weighting: 7
Quality criterion: Information Security
/ Weighting: 7
Quality criterion: Service Improvements
/ Weighting: 7
Cost criterion: Pre-assessment Tasks
/ Weighting: 10
Cost criterion: Claims Processing Activities
/ Weighting: 10
Cost criterion: Rate Card
/ Weighting: 5
Cost criterion: Transition
/ Weighting: 5
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-026004
Section V: Award of contract
Contract No: FSCS 470
Title: Core Claims Services
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
14/06/2024
V.2.2) Information about tenders
Number of tenders received: 3
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Pricewaterhousecoopers LLP
OC303525
1 Embankment Place
London
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 83 600 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
The initial contract duration is until 31st March 2030. There will be an option for FSCS to extend the contract from the expiry of the Initial Term on up to 2 occasions for a maximum duration of up to 12 months on each of those occasions. Please note the total contract value does not include the expenditure which may go through under a rate card. The expenditure for this element is estimated between £0 and £15m.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=869240502
GO Reference: GO-2024624-PRO-26692477
VI.4) Procedures for review
VI.4.1) Review body
The Royal Court of Justice
1 The Royal Courts of Justice, The Strand
London
WC1A 2LL
UK
VI.5) Date of dispatch of this notice
24/06/2024