Planning

GSV2667 - ICGS Helpline Procurement

THE CORPORATE OFFICER OF THE HOUSE OF COMMONS AND THE CORPORATE OFFICER OF THE HOUSE OF LORDS

This public procurement record has 1 release in its history.

Planning

08 Mar 2024 at 11:49

Planning Notice
Summary of the contracting process

The Corporate Officer of the House of Commons and the House of Lords has announced a planned procurement for the provision of the Independent Complaints and Grievance Scheme (ICGS) Helpline service. This service, valued at approximately £480,000, aims to support individuals seeking advice on bullying, harassment, and sexual misconduct within the parliamentary community. Interested suppliers are required to express their interest by contacting Paul Younger (email: youngerpb@parliament.uk) no later than 12 noon on Monday 25th March 2024. The procurement process is at the planning stage, with the contract notice set to be published on Find a Tender in April 2024.

This tender presents an opportunity for businesses specializing in helpdesk and support services to compete for a lucrative contract with the parliamentary authorities. The successful supplier will be expected to deliver a hybrid helpline service combining external and in-house support, aimed at providing emotional support and handling formal complaints related to bullying and harassment issues. Businesses with expertise in delivering bespoke services for sensitive matters and experience in the public sector would be well-suited to participate in this competitive tendering process. The contract spans an initial term of two years with the possibility of two one-year extensions, offering long-term growth potential for the chosen supplier.

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Notice Information

Notice Title

GSV2667 - ICGS Helpline Procurement

Notice Description

This is a Prior Information Notice, please express your interest if you intend to tender for this opportunity. Suppliers who express their interest in this forthcoming requirement will be informed when the Pre Qualification Questionnaire / Tender Document is available.Please contact Paul Younger (youngerpb@parliament.uk) to express your interest for this opportunity no later than 12 noon on Monday 25th March 2024.

Lot Information

Lot 1

The Independent Complaints and Grievance Scheme (ICGS) was established in 2018 as Parliament's independent mechanism for investigating complaints of bullying, harassment, and sexual misconduct. It is open to all current and former members of the parliamentary community as well as visitors to the parliamentary estate in Westminster. For context, the ICGS service currently supports circa 10,000 staff including MPs, Peers and their staff as well as administrative staff across the House of Lords and House of Commons. This figure does not include visitors to the estate or contractors. An external supplier has been delivering a remote independent helpline to support those seeking advice on bullying and harassment and sexual misconduct issues since July 2020 and this notice invites organisations to express their interest in being considered for the new procurement competition. Those who express an interest will be requested to sign a non-disclosure agreement in order to be invited to a presentation to find out more about the contract. The Authority plans to publish the Contract Notice on Find a Tender in April 2024.Following consultation with stakeholders on the effectiveness of the current helpline in late 2023/early 2024 it has been decided to adopt a hybrid approach for the new contract which is currently being expanded on and will be detailed in the service specification. Stakeholders were asked to give their preference on 3 options as follows: i) a helpline which maintains total external independence, but with updated requirements on quality assurance and information sharing ii) moving all services in-house to be delivered by parliamentary staff iii) a hybrid model with some services being delivered externally and others being delivered collaboratively by an external supplier and in-house staff. There remains a strong desire for an externally delivered helpline acknowledging that it is a challenge for any external supplier to develop strong knowledge of the operational side of parliament. As a result of the consultation, the decision has been made to pursue option iii) a hybrid approach.The successful supplier will be expected to deliver bespoke services to support the ICGS including a dedicated helpline service with both telephone and email options for callers inquiring about bullying and harassment and sexual misconduct, as well as offering emotional support, where required. The service must take formal complaints from service users and forward them to the ICGS team for investigation. Additional personal support provided by Independent Sexual Violence Advocates (ISVA) must be available for any service user experiencing sexual misconduct. The service will be required from Monday to Friday 9.00am-6.00pm, excluding Bank Holidays, with an out of hours answerphone service with an expected response to calls which will be detailed in the specification.The contract will be for an initial term of two years with two optional one year extensions (2+1+1 maximum term of four years) and the projected cumulative expenditure is circa PS480,000 assuming a contract of four years is taken up. Please contact Paul Younger (youngerpb@parliament.uk) to express your interest for this opportunity no later than 12noon on Monday 25th March 2024.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0446c1
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/007483-2024
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

72 - IT services: consulting, software development, Internet and support

CPV Codes

72253000 - Helpdesk and support services

Notice Value(s)

Tender Value
£480,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
8 Mar 20241 years ago
Submission Deadline
Not specified
Future Notice Date
7 Mar 2024Expired
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
THE CORPORATE OFFICER OF THE HOUSE OF COMMONS AND THE CORPORATE OFFICER OF THE HOUSE OF LORDS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1A OAA
Post Town
Not specified
Country
Not specified
Major Region (ITL 1)
Not specified
Basic Region (ITL 2)
Not specified
Small Region (ITL 3)
Not specified
Delivery Location
TLI32 Westminster
Local Authority
Not specified
Electoral Ward
Not specified
Westminster Constituency
Not specified

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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