UK Visas and Immigration Front End Services Tender

UK Visas and Immigration Front End Services Tender

Services include an identity check, the capture of biometrics, digitisation of supporting evidence.

United Kingdom-London: Data capture services

2017/S 150-310539

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Home Office — UK Visas and Immigration — Front End Services
Seacole Building, 2 Marsham Street
United Kingdom
Contact person: Moira Barrett
NUTS code: UK
Internet address(es):Main address:

Address of the buyer profile:

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
Tenders or requests to participate must be submitted to the abovementioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:

I.4)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


Front End Services — UK Visas and Immigration.

Reference number: HO/17/03

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

This procurement is for delivery of Front End Services (FES) in the UK. On current forecasts, over 780 000 customers are expected to use FES (UK) each year to support their applications to either extend their stay, settle or to pursue British nationality. Services include an identity check, the capture of biometrics, digitisation of supporting evidence and secure submission of all data to the Authority. The FES (UK) Supplier will be required to provide all the premises, people, hardware and software to deliver these services as well as supporting integration with Authority systems in line with GDS standards.

The Supplier will also be required to offer a range of optional and chargeable services that generate revenue.

FES (UK) is expected to be available to customers from October 2018.

The 91 000 000 GBP value quoted below refers to a five year service duration, including a two year optional extension that may be required at the Authority’s absolute discretion.

II.1.5)Estimated total value

Value excluding VAT: 91 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UK
Main site or place of performance:


II.2.4)Description of the procurement:

The Home Office acting through UK Visas and Immigration (UKVI) is the Authority procuring FES (UK). UKVI’s strategic ambition for FES (UK) is to create a streamlined, digitised and accessible application service, whilst offering a choice for customers in how they experience that service and facilitate opportunities to generate revenue that align with customer demand.

UKVI’s ambition is to move, where appropriate, to a self-service, digital experience for all parts of the application process. UKVI believes that there is a role for a commercial supplier in achieving this ambition within the UK and particularly to diversify the offer, deliver efficiency and enhance the customer experience.

The services in the scope of this procurement fall into three main categories:

— core services,

— priority services, and

— added value services.

These services will be contracted for a 3 year period with an option for the Authority to extend for up to 2 additional years.

Core Services:

— Biometric capture,

— Identity check, and

— Digitisation of supporting evidence.

The FES (UK) Supplier will be required to provide the biometric capture hardware and software and transmit individuals’ biometric data in a way that reconciles with the Authority systems.

All identity documents and supporting evidence will be checked and digitised or electronically sourced and transmitted in a way that reconciles with Authority systems. The FES (UK) Supplier will be required to provide the digitisation or electronic sourcing solution and any hardware and software. The FES (UK) Supplier will undertake an identity check to confirm the customer has the same details and physical appearance as the identity document photo.

The FES (UK) Supplier is encouraged to deliver a mixed economy and continue to innovatively develop solutions, as technology and customer behaviour evolves over the term. These may include mobile, on-demand and self-service solutions for any core services.

Priority Services.

The FES (UK) Supplier will be required to support UKVI Priority services that provide faster decision alternatives to the standard service. They will be required to identify Priority service customers and ensure service interaction is undertaken in line with UKVI defined timescales.

Added Value Services.

The FES (UK) Supplier will provide optional services which a customer may choose to purchase in addition to the Core services in order to supplement and/or enhance their experience (referred to as Added Value Services (AVS)). The FES (UK) Supplier will be expected to develop and continually evolve its range of AVS, through its knowledge of the market. Existing demand for such services, that may be related to or are in addition to but do not form part of the Core services, will be shared by the Authority. These AVS are expected to generate a revenue stream.

The AVS could offer additional convenience, comfort and assistance to customers and could include variations on delivery of Core services as well as unrelated products or services that may otherwise suit the customer groups. The Authority expects the FES (UK) Supplier to ensure that any AVS provided should not comprise any age restricted or otherwise illegal or inappropriate services, nor any services that could be seen as or are detrimental to the reputation of the Authority.

Safeguards must be implemented to ensure that customers are aware that the purchase of such AVS is not a mandatory requirement of the application process.

Potential Future Services.

Interviewing services, if required, would need to be facilitated for the customer through digital solutions by a FES (UK) Supplier. The FES (UK) Supplier would be expected to provide the premises, hardware and software required to ensure connectivity with Home Office systems to allow for Authority interviewers to remotely interview customers, should this service be required.

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: 91 000 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

Contract can be extended for up to 2 additional years.

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged minimum number: 3
Maximum number: 5

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no

II.2.12)Information about electronic catalogues

Tenders must be presented in the form of electronic catalogues or include an electronic catalogue

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 is not responsible for any bidding costs incurred by potential suppliers in respect of this. The Authority reserves the right to abandon the competitive process and not award any contract; make any changes it sees as reasonable to the competition; remove and/or amend element(s) from the scope of there quirements; and accept or reject any tender.

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

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.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Competitive procedure with negotiation
IV.1.3)Information about a framework agreement or a dynamic purchasing system

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.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2016/S 241-439232

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 04/09/2017
Local time: 17:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows

VI.3)Additional information:

Respondents are requested to express interest by 24.8.2017 17:00 BST; the process for expression of interest and requesting further information is set out below.

For the avoidance of doubt, please note that Respondents are required to express an interest separately for this competition regardless of their involvement in the previous Market Engagement activities for this project. Any such involvement does not constitute an expression of interest for the competition advertised in this notice.

The Home Office uses an eSourcing toolkit to enable its sourcing activities to be conducted over the internet. In order to express an interest process, please follow the steps set out below.

The procurement will be managed electronically via the Crown Commercial Service’s e-Sourcing Suite. To participate in this procurement, participants must first be registered on the e-Sourcing Suite. If you have not yet registered on the e-Sourcing Suite, this can be done online at by following the link ‘Register for CCS e-Sourcing’.

Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering and who will be entering into a contract if invited to do so. Full instructions for registration and use of the system can be found at

Once registered, organisations wishing to participate in the tender must send an email to: The email should be entitled ‘FES — Expression of Interest’ and contain the following details: your organisation’s name, your contact name, e-mail address and telephone number. Any expressions of interest not submitted in the required form (or containing the requested information) may be rejected.

The Authority requires Respondents to sign a Non-Disclosure Agreement (NDA) in order to be invited to participate in the competition for this project.

On receipt of an email detailed above, the Authority will provide access to the NDA document through the eSourcing portal. The Authority requires Respondents to download and re-attach a signed copy of the NDA to the event. When saving the ‘pdf’ document, please ensure that you include the Respondents organisation’s name in the file name.

Once a correctly signed NDA is received by the Authority, Respondents will be invited to the Request for Information (RFI) Event and will be able to access all of the project documentation.

Any clarification requests must be submitted no later than 25.8.2017, 17:00 BST.

Any expressions of interest not submitted in the required form (or containing the requested information) may be rejected.

Responses must be submitted no later than 4.9.2017, 17:00 BST.

For technical assistance on use of the e-Sourcing Suite contact; Crown Commercial Service Help-desk:freephone: +44 345 410 2222 or email:

VI.4)Procedures for review

VI.4.1)Review body

No review body
Not Applicable
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:



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