Award

Money Guidance Service

MONEY AND PENSIONS SERVICE

This public procurement record has 1 release in its history.

Award

10 Mar 2022 at 07:39

Award Notice
Summary of the contracting process

The Money and Pensions Service has completed a procurement process for a "Money Guidance Service" which involves delivering services through a contact centre solution. This procurement falls under the category of community, social, and personal services and is primarily classified as a service procurement. It was conducted using a limited procurement method, specifically through a negotiated approach without the publication of a contract notice due to extreme urgency. The contract, awarded to Hinduja Global Solutions UK, was signed on 9 March 2022, and has a total value of £5,000,000.

This tender presents significant opportunities for businesses within the contact centre and financial guidance sector, particularly those capable of managing multi-channel communications, including telephone, web chat, and email services. Companies that can deliver seamless customer service and adapt quickly to the evolving needs of the Money and Pensions Service may find themselves well-suited to compete in future tenders, especially as the Service plans to bring operations in-house within the next two years, indicating potential future procurement opportunities.

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Notice Information

Notice Title

Money Guidance Service

Notice Description

Money guidance service delivered via a contact centre solution

Lot Information

Lot 1

Money guidance service delivered via a contact centre solution using a range of channels including telephone, web chat and email.

Procurement Information

MaPS intends to directly award a contract for contact centre services to the incumbent provider through CCS framework RM6181. The direct award procedure under the framework is only available in exceptional circumstances. However, we believe that MaPS requirements are exceptional circumstances on this occasion. This is because a decision has been taken by the MaPS board to bring the service in house in the next 24 months, a new strategy which better reflects customer and organisational needs. This strategy will see a significant reduction in the numbers of customers served by the incumbent provider over the term of the contract. The contract awarded to the incumbent is intended to be short term interim solution which will provide continuity of service, least disruption to customers and lowest cost given the winding down of the outsourced service

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-03201b
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/006529-2022
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Negotiated without publication of a contract notice
Tender Suitability
Not specified
Awardee Scale
Large

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
£5,000,000 £1M-£10M

Notice Dates

Publication Date
10 Mar 20223 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
9 Mar 20223 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Active

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

Supplier Information

Number of Suppliers
1
Supplier Name

HINDUJA GLOBAL SOLUTIONS

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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