Contact Centre Services for Identity and Passport Service

Contact Centre Services for Identity and Passport Service

Details of Industry Day below.

UK-London: Call centre

2013/S 036-057163

Prior information notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Identity and Passport Service
2 Marsham Street
For the attention of: Richard Margrave
SW1P 4DF London
UNITED KINGDOM
Telephone: +44 2077527431
E-mail: contactcentre2@ips.gsi.gov.uk

Internet address(es):

General address of the contracting authority: http://www.homeoffice.gov.uk/agencies-public-bodies/ips/

Further information can be obtained from: The above mentioned contact point(s)

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity

General public services
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:

Contact Centre Services
II.2)Type of contract and place of delivery or of performance

Service category No 27: Other services
United Kingdom.
NUTS code UK

II.3)Information on framework agreement

The notice involves the establishment of a framework agreement: no
II.4)Short description of nature and quantity or value of supplies or services:

This PIN is for the provision of contact centre services for UK and Overseas passport applicants to include, but not be limited to providing the following services:
— Information Provision: General advice on the application process such as fees and how to apply for both UK and overseas applicants (those repatriated to the UK processes). The volume of customer contact may be impacted by the introduction of a new online channel in 2013.
— Fulfilment: Requests for application packs, forms and guidance. Demand for this service may be affected following the launch of the online channel, in particular for overseas customers who will be expected to use the online channel as the default application route
— Case Specific Enquiries: Contact where resolution requires access to specific passport applications for UK and overseas customers being processed by the UK application systems
— Diary Management: Passport interview and counter appointment booking for UK customers who are not able to use the self serve facility that will be provided by the Agency
— Passport Validation Service (PVS): For accredited PVS client organisations looking to confirm the validity of a passport
The services above will be delivered across multiple contact channels including (but not limited to) telephone, e-mail, text, web chat and post.
IPS may hold an industry day to seek supplier feedback to inform the procurement strategy and the requirement. To register your interest in this notice please email contactcentre2@ips.gsi.gov.uk with your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by Tuesday 26th February by 17:00 GMT.
Estimated cost excluding VAT:
Range: between 20 000 000 and 35 000 000 GBP
Lots

This contract is divided into lots: no

II.5)Common procurement vocabulary (CPV)

79512000

II.6)Scheduled date for start of award procedures

15.8.2013
II.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:

Background to the requirement.
Customer contact is an integral part of the Identity and Passport Service (IPS) supporting passport operations through the handling and management of customer interactions. When excluding handling of the application form there were 5.8 million individual interactions with passport customers in 2011/12 against an intake of 5.2 million applications.
There are currently two contracts in place with two service providers. One service provider handles the majority of contact with UK resident customers, supported by internal IPS Customer Enquiry Centres who resolve the more complex live application queries. The second service provider handles contact with overseas resident customers, supported by Foreign and Commonwealth Office (FCO) and local embassies.
The different customer contact routes for UK versus overseas customers are based on the current way in which these individuals apply for passports. In the UK applications are made via IPS whereas overseas they are made via FCO through Regional Passport Processing Centres and Dublin. This variance will be removed during 2013 with overseas applications being repatriated into the IPS process and being processed on IPS systems within the UK. This service alignment creates scope to combine the contact centre volumes to increase economies of scale whilst ensuring a standardised service is provided to all customers. This PIN is for a service to replace both of these contracts.
Scope
The provision of contact centre services for UK and Overseas passport applicants must cover as a minimum:
— Information Provision: General advice on the application process such as fees and how to apply for both UK and overseas applicants (those repatriated to the UK processes). The volume of customer contact may be impacted by the introduction of a new online channel in 2013.
— Fulfilment: Requests for application packs, forms and guidance. Demand for this service may be affected following the launch of the online channel, in particular for overseas customers who will be expected to use the online channel as the default application route.
— Case Specific Enquiries: Contact where resolution requires access to specific passport applications for UK and overseas customers being processed by the UK application systems.
— Diary Management: Passport interview and counter appointment booking for UK customers who are not able to use the self serve facility that will be provided by the Agency.
— Passport Validation Service (PVS): For accredited PVS client organisations looking to confirm the validity of a passport.
The services above will be delivered across multiple contact channels including (but not limited to) telephone, e-mail, text, web chat and post.
In the short term telephone is expected to continue to be the customer’s preferred inbound communication method. However IPS, both independently and alongside the contact centre provider, will actively look to encourage use of lower cost electronic channels. Overseas customers in particular will be driven towards the online application channel and are expected to be early movers to the electronic communication routes.
IPS are looking for service providers to modernise the service and reduce cost. The contract and associated requirements will align to IPS change activity in relation to avoiding unnecessary customer contact and increased use of electronic channels.
— The volumes of customer interactions managed by the contact centre provider are expected to fall over the life of the contract as steps to reduce avoidable contact take effect.
— The contact centre provider will continue to offer a service for telephone appointment booking but the scale of this service is extpected to be reduced with the core booking activity being met by an online self service tool.
— Increased use of text and electronic communication services, building upon existing initiatives to move away from paper channels i.e. email or text when confirming appointment bookings.
— Provision of a web chat channel for general information provision, this will not reduce customer contact but will provide a lower cost electronic alternative to telephone contact.
The following items will support and influence the contact centre services but are currently planned to be delivered by IPS and as such are not in the core requirement set for the contact centre provider:
— The provision of an online counter/interview appointment booking tool.
— Bulk text services to inform applicants as applications pass through specific stages i.e. confirmation that postal applications have been received.
IPS is still determining its procurement strategy and may still consider the use of existing Government Frameworks to procure these services. However, if it deems that a full EU tender process is required then it intends to publish an OJEU Contract Notice by April 2013. To register your interest in this notice please email contactcentre2@ips.gsi.gov.uk with your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number.An expression of interest must be made by Tuesday 26th February by 17.00 GMT.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
VI.3)Information on general regulatory framework

VI.4)Date of dispatch of this notice:15.2.2013