Contract notice
Section I: Contracting
authority
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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://www.delta-esourcing.com/tenders/UK-UK-London:-Financial-and-insurance-services.-*Duplicated*/X685328262
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the abovementioned address
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
Reference number: FSCS470
II.1.2) Main CPV code
66000000
II.1.3) Type of contract
Services
II.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
II.1.5) Estimated total value
Value excluding VAT:
50 000 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
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
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.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
50 000 000.00
GBP
II.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
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
II.2.10) Information about variants
Variants will be accepted:
No
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
II.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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.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
IV.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
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
04/10/2023
Local time: 14:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.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 VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
Yes
VI.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.
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GO Reference: GO-202394-PRO-23792634
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.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.
VI.5) Date of dispatch of this notice
04/09/2023