Provide Family Advice Helpline – Department for Education
The department wants to provide families holistic support, via internet or telephony.
United Kingdom-London: Health and social work services
2018/S 125-285464
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
Sanctuary Buildings, Graat Smith Street
London
SW 1P3BT
United Kingdom
Telephone: +44 8450194170
E-mail: Sourcing.help@education.gov.uk
Fax: +44 2476823675
NUTS code: UK
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
Family Advice Helpline(s)
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
The department wants to provide families holistic support, via internet or telephony. The provision of such support benefits both children and their families; it provides early intervention and prevent the avoidable escalation of issues. The department is looking to procure a service that provides:
— information and guidance to users to enable them to resolve issues at the earliest possible stage,
— creating more positive interactions for users, and enhancing the likelihood of positive outcomes,
— services covering free, specialist, expert and holistic advice support for vulnerable children, safeguarding, education, childcare, well-being, special education needs, child maintenance and with help for housing, money and benefits,
— effective information and sign posting to families to sources of support, and
— effective outcomes, whilst enhancing long term sustainability for families, making them less dependent upon central funding.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.3)Place of performance
II.2.4)Description of the procurement:
The department is looking to procure a service that provides:
— information and guidance to users to enable them to resolve issues at the earliest possible stage, creating more positive interactions for users, and enhancing the likelihood of positive outcomes,
— services covering free holistic advice and support for vulnerable children, safeguarding, education, childcare, well-being, special education needs, child maintenance and with help for housing, money and benefits,
— effective information and signposting to families to sources of support,
— effective outcomes, whilst enhancing long term sustainability for families, making them less dependent upon central funding,
— support for harder-to-reach groups who might be less likely or less aware of their entitlement to these services. The service will identify these groups and have plans in place to address and overcome barriers and issues, and
— a service which engages local authorities (England) and reminds them of their responsibilities to promote and provide advice to families,
The service must also:
— offer a strong digital presence that allows, wherever possible, individuals and families to “self-serve”,
— be delivered online and/or through telephony,
— be staffed by appropriately trained staff, and
— allow users to be signposted to the right agencies according to their needs.
The Service shall be available to all residents of England.
The helpline(s) shall operate Monday to Friday 8:00 am to 6:00 pm excluding Bank Holidays and ensure that families have access to the helpline(s) at advertised times.
Email advice shall be made available Monday to Friday 8:00 am to 6:00 pm. An email address shall be provided and all email responded to within 5 working days of receipt, an automated response shall indicate this.
The supplier shall operate an associated website available 24/7 — with links to related organisations.
Provide a signposting service to other independent and in-house providers.
A clear complaints process shall be put in place setting out how complaints will be handled, timescales for response, escalation criteria and appeals procedure.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
VI.4.1)Review body
Sheffield
United Kingdom
VI.5)Date of dispatch of this notice: