II.2.3) Place of performance
NUTS code:
UKI74
II.2.4) Description of the procurement
The service will include delivery of general information and advice through a multi-channel approach focusing on digital channels, email, mobile friendly, website, and face-to-face. This
includes:
• delivery of the general information and advice service.
• delivery of general information and advice via Family Hubs Network.
• delivery of general information and advice for people who are homeless or at risk of homelessness.
• delivery of general information and advice integrated within Council led initiatives
The contract funds a service for any Harrow resident with needs around housing, welfare benefits, financial services, employment, physical and mental wellbeing, family and personal matters, as
well as immigration and asylum queries.
The service will provide assistance to support clients in completing forms, drafting emails and letters, and accessing online services. It will also provide assistance to seek information or mediate/ negotiate on the client’s behalf. The service will provide clear, comprehensive, relevant and up to date information and advice detailing individual rights and responsibilities.
The provider(s) will work to ensure a clear and efficient resident’s journey with accurate signposting of other services that involve one route in assessing their need. A triage and referral pathway will be agreed within a formal network of information and advice providers ensuring quality assurance, safeguarding considerations and mechanisms to make a complaint are clear and accessible.
The provider(s) should ensure that mechanisms are in place that makes the service easy to use and navigate providing a variety of available options. This should include self-management and
empowering a resident to make their decisions in a timely way that prevents escalation.
The provider(s) role is to contribute to the delivery of the strategy and to take the lead in the development of the established Information and Advice Network (comprising of the council,
strategic partners, and local service providers); a digital platform and working with partners to join up services and map community assets. The network should be utilised as a vehicle for capacity
building within the sector and for improve collective standards.
II.2.5) Award criteria
Criteria below:
Quality criterion: Quality / Technical
/ Weighting: 60
Quality criterion: Social Value
/ Weighting: 10
Price
/ Weighting:
30
II.2.6) Estimated value
Value excluding VAT:
1 242 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start:
01/04/2025
End:
31/03/2028
This contract is subject to renewal: Yes
Description of renewals:
The Authority is looking for potential service provider(s) to be awarded a contract for an initial period of three years with the option to extend by a further two years (in periods of one year).
II.2.9) Information about the limits on the number of candidates to be invited
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