Planning

Quality Assurance Service

MONEY AND PENSIONS SERVICE

This public procurement record has 1 release in its history.

Planning

02 Dec 2021 at 14:30

Planning Notice
Summary of the contracting process

The Money and Pensions Service is planning a tender for a Quality Assurance Service to ensure the delivery of regulated debt advice, pensions guidance, and money guidance across various channels. This initiative is meant to maintain adherence to the FCA approved MaPS Standards and is currently in the planning stage, with a critical supplier information event scheduled for 13th January 2022. The procurement will take place nationally within the UK, and businesses interested in this opportunity should take note of the upcoming feedback deadlines.

This tender presents significant opportunities for businesses involved in quality assurance, consultancy services, and those specialising in financial advice and guidance. Companies that have experience in assessment against quality criteria, utilising technology for reporting, and implementing customer-centric quality frameworks will be particularly well-suited to compete. Engaging in this procurement process could lead to partnerships with the Money and Pensions Service, enhancing service delivery and contributing to continuous improvement efforts within the industry.

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Notice Information

Notice Title

Quality Assurance Service

Notice Description

The Money and Pensions Service is seeking to undertake a procurement exercise for the purpose of establishing a Quality Assurance Service across a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier shall schedule, and subsequently administer an independent Quality Assurance service across all delivery channels for MaPS which will check that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards. These channels can include but are not limited to; face to face provision, telephone, written communications including the use of web chat and digital provisions. The service will need to be designed to provide assurance that the frameworks being used by delivery partners whether internal or external are effective, robust and in line with contract expectations.

Lot Information

Lot 1

The Money and Pensions Service is seeking to undertake a procurement exercise for the purpose of establishing a Quality Assurance Service across a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier shall schedule, and subsequently administer an independent Quality Assurance service across all delivery channels for MaPS which will check that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards. These channels can include but are not limited to; face to face provision, telephone, written communications including the use of web chat and digital provisions. The service will need to be designed to provide assurance that the frameworks being used by delivery partners whether internal or external are effective, robust and in line with contract expectations. MaPS is issuing this Prior Information Notice (PIN) as a Request for Information (RFI) to gather market intelligence/information, to gain a better understanding of the capacity and appetite of the market to deliver the proposed service to ensure high quality advice and guidance is delivered. In particular, MaPS is keen to understand how the service activity can monitor Quality Assurance following these principles: * Having a customer centric focus * Systematic approach to management * Utilisation of technology and reporting tools to enable live in month reporting * Ability to assess against a set of quality criteria incorporating process and technical components across varying channels and including reviewing face to face case records, transcripts, written communications, digital interactions and audio records * Ensures that the quality assurance activity is proportionate and relevant - ensuring that the sample size, frequency and remedial action is aligned to a risk based approach to monitoring * Timely and includes in month live reporting by service line, channel and theme * Enables root-cause analysis and continuous improvement * Provides oversight of policies, processes and training material where required in order to identify opportunities for continuous improvement * Consistent across all service lines and delivery mechanisms MaPS is seeking feedback from potential providers to understand opportunities and barriers to providing these services and to assist with shaping the Service Specification. Additional information: We are hold a supplier information event on 13th January 2022 at 16:00. This event will be virtual and if you are interested in attending this event please register your interest by emailing nicholas.cole@maps.org.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02fc87
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/029969-2021
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

98 - Other community, social and personal services

CPV Codes

98000000 - Other community, social and personal services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
2 Dec 20214 years ago
Submission Deadline
Not specified
Future Notice Date
29 Jun 2022Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
MONEY AND PENSIONS SERVICE
Contact Name
Nicholas Cole
Contact Email
nicholas.cole@maps.org.uk
Contact Phone
+44 7368646272

Buyer Location

Locality
LONDON
Postcode
EC1N 2TD
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
Not specified
Local Authority
Camden
Electoral Ward
Holborn & Covent Garden
Westminster Constituency
Holborn and St Pancras

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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