Money Advice Service Contact Centre Service Provider
The Money Advice Service is seeking to appoint a Service Provider that can deliver and operate a complete contact centre solution to provide support and free, clear and unbiased money advice to UK consumers.
United Kingdom-London: Call centre
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Money Advice Service
For the attention of: Margaret Christensen
EC1N 2TD London
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: UK.
NUTS code UK
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
The aims of the MAS Contact Centre are to provide customers in the UK with the information they require and help them to take action and change their behaviour to improve their financial resilience. The scope of the MAS Contact Centre includes but is not limited to the following services:
— Recruiting and training the appropriate number of Contact Centre staff in order to be able to meet the requirements according to language, subjects, and volumes of enquiries
— Help MAS clients to take action to improve their money management.
— Provide and maintain the complete telecom and IT infrastructure necessary for the operation of all communication channels (telephone, web and email)
— Guarantee the smooth operation of all communication channels under varying levels of service demand volumes by providing flexible infrastructure and resources
— Provide specific operational, technical and monitoring reports about the Services
A more detailed description of the Services is available in the Invitation to Tender.
As instructed by the MAS from time to time, the Contract may be extended to include additional services by other related bodies such as the Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Financial Services Compensation Scheme (FSCS), Prudential Regulation Authority (PRA), Bank of England (BOE), HM Treasury (HMT) Department for Work and Pensions (DWP), insofar as they are necessary, and similar in nature to the Service.
The dates and other information outlined in this Notice are subject to change and interested parties are advised to register on the eTendering portal to keep up to date with any subsequent changes to information relating to this contract opportunity.
All communication must be via the eTendering portal.
For the purposes of this Contract the MAS shall remain the Contracting Authority.
II.1.6)Common procurement vocabulary (CPV)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
Estimated value excluding VAT:
Range: between 5 200 000 and 7 900 000 GBP
II.2.2)Information about options
Description of these options: The contract will have an initial period of 39 months which will be followed by 2 optional 12 month extension periods. Therefore if both of the optional extensions are taken up, the maximum contract period will be 63 months.
II.2.3)Information about renewals
Number of possible renewals: 2
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
Description of particular conditions: See ITT documentation for further details.
Acceptance of the Money Advice Services Terms and Conditions as issued with the ITT.
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
Information and formalities necessary for evaluating if the requirements are met: Suppliers Instructions How to Express Interest in this Tender: 1. Register your company on the eSourcing portal (this is only required once) — Browse to the eSourcing Portal: https://mas.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘I agree’ — Enter your correct business and user details — Note the username you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed in accordance with the Public Contracts Regulations 2015, on the basis of information provided in response to an ITT.
The ITT can be accessed at: https://mas.bravosolution.co.uk using the instructions detailed in III.2.1
The Contracting Authority may take into account any of the following information:
(a) appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance;
(b) the presentation of balance-sheets or extracts from the balance-sheets, where publication of the balance-sheet is required under the law of the country in which the economic operator is established.
Minimum level(s) of standards possibly required: 1. Tenderers will be required to demonstrate a minimum annual turnover in of the last 3 consecutive years of 3 600 000 GBP or equivalent in the reporting currency or equivalent proof of financial standing. In the case of a consortium bid, this minimum annual turnover must be achieved by combining the relevant turnovers of all Relevant Companies in the last three consecutive financial years, and the minimum annual turnover in each of the last three consecutive years of at least one such Relevant Company must be no less than 3 600 000 or equivalent financial performance in reporting currency or equivalent proof of financial standing.
2. The Tenderer has the minimum insurance cover or is prepared to incease his cover to the required level at the time of entering into any Contract.
Tenderers will be assessed in accordance with Public Contracts Regulations 2015, on the basis of information provided in response to the relevant technical questions in the ITT (a copy of which can be obtained via the eTendering service).
Minimum level(s) of standards possibly required:
Tenderers will be required to demonstrate that they will be able to comply with the minimum requirements set out in the policies and strategies of the Contracting Authority, as set out in the ITT.
Section IV: Procedure
IV.1.1)Type of procedure
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
Section VI: Complementary information
VI.2)Information about European Union funds
VI.4.1)Body responsible for appeal procedures
Money Advice Service
5th Floor 120 Holborn
EC1N 2TD London
Internet address: http://www.moneyadvicesevice.org.uk
Body responsible for mediation procedures
Centre for Effective Dispute Resolution
International Dispute Resolution Centre 70 Fleet Street
EC4Y 1EU London
Telephone: +44 2075366000
Internet address: http://www.cedr.com
VI.4.2)Lodging of appeals
VI.5)Date of dispatch of this notice: