Award

Group Medical Insurance, Group Accidental Insurance and Group Critical Insurance for Country Based Staff (CBS) of British Embassy (BE) And British Council (BC), Kathmandu

FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE

This public procurement record has 3 releases in its history.

Award

28 Nov 2025 at 11:03

Award

28 Oct 2025 at 13:18

Tender

08 Jul 2025 at 10:56

Summary of the contracting process

The Foreign, Commonwealth and Development Office (FCDO), based in London, UK, has completed a procurement process concerning the provision of group insurance services for the British Embassy and British Council's country-based staff in Kathmandu, Nepal. The tender titled "Group Medical Insurance, Group Accidental Insurance, and Group Critical Insurance for Country-Based Staff" was initiated under the open procurement method on a competitive basis. The services fall under the "Medical insurance services" classification, with an overarching value of £314,450 GBP for a span starting from 1st November 2025 to 31st October 2026, with options to extend for up to two additional years based on performance and business needs. The contract, overseen by Sachin Khedekar of FCDO, was awarded to the American Life Insurance Company, which will operate in the locations specified under three separate lots for medical, accidental, and critical insurance.

This tender presents compelling opportunities for large insurance providers that can ensure consistent quality and innovative additions to their service offerings. Businesses equipped with robust operational capabilities in Nepal, especially those capable of forming network alliances with healthcare facilities for cashless services, stand to gain significantly from such contracts. Small and medium enterprises (SMEs), while welcome to compete, might find the competitive landscape challenging due to the scale and specific entry requirements. Overall, participating in such comprehensive governmental procurements can significantly enhance a company’s portfolio, expand its service reach, and solidify its position within the international insurance sector.

How relevant is this notice?

Notice Information

Notice Title

Group Medical Insurance, Group Accidental Insurance and Group Critical Insurance for Country Based Staff (CBS) of British Embassy (BE) And British Council (BC), Kathmandu

Notice Description

The British Embassy in Kathmandu intends to undertake a services from competent Insurance Company to provide Health Insurance cover for Medical Treatment expenses (IPD and OPD), Accidental Insurance and Critical insurance for Country Based Staff (CBS) and their immediate family members. FCDO (represented by the British Embassy) in Nepal intends set up Contract for Group Medical Insurance, Group Accidental Insurance and Group Critical Insurance for Country Based Staff (CBS) of British Embassy (BE) and British Council (BC), Kathmandu with a maximum tenure of Three (3) years. FCDO in Nepal intends to empanel service provider in the following Three Lots (listed below) under an Open Tender. This competition is for the award of contract to one service provider each lot. 1. Lot 1 - Medical Insurance 2. Lot 2 - Accidental Insurance 3. Lot 3 - Critical Insurance The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO.

Lot Information

General Medical Insurance

Group Medical Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)

Renewal: The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO.

Group Accidental Insurance

Group Accidental Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)

Renewal: The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO.

Group Critical Insurance

Group Critical Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)

Renewal: The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-055b05
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077995-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

66 - Financial and insurance services


CPV Codes

66512220 - Medical insurance services

Notice Value(s)

Tender Value
£314,450 £100K-£500K
Lots Value
£314,450 £100K-£500K
Awards Value
£314,450 £100K-£500K
Contracts Value
£314,450 £100K-£500K

Notice Dates

Publication Date
28 Nov 20251 weeks ago
Submission Deadline
7 Aug 2025Expired
Future Notice Date
Not specified
Award Date
16 Oct 20251 months ago
Contract Period
1 Nov 2025 - 31 Oct 2026 6-12 months
Recurrence
2028-06-01

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FOREIGN, COMMONWEALTH AND DEVELOPMENT OFFICE
Contact Name
Sachin Khedekar
Contact Email
sachin.khedekar@fcdo.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LONDON
Postcode
SW1A 2AH
Post Town
South West London
Country
England

Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified

Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

AMERICAN LIFE INSURANCE

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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.

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-055b05-2025-11-28T11:03:02Z",
    "date": "2025-11-28T11:03:02Z",
    "ocid": "ocds-h6vhtk-055b05",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-PPON-PXRR-8771-PHVX",
            "name": "Foreign, Commonwealth and Development Office",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PXRR-8771-PHVX"
            },
            "address": {
                "streetAddress": "King Charles Street",
                "locality": "London",
                "postalCode": "SW1A 2AH",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKI32"
            },
            "contactPoint": {
                "name": "Sachin Khedekar",
                "email": "sachin.khedekar@fcdo.gov.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.gov.uk/government/organisations/foreign-commonwealth-development-office",
                "classifications": [
                    {
                        "scheme": "UK_CA_TYPE",
                        "id": "publicAuthorityCentralGovernment",
                        "description": "Public authority - central government"
                    }
                ]
            }
        },
        {
            "id": "GB-PPON-PHBX-6657-NQZQ",
            "name": "American Life Insurance Company",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PHBX-6657-NQZQ"
            },
            "address": {
                "streetAddress": "NARAYANI COMPLEX PULCHOWK, P.O BOX 11590 KATHMANDU, Nepal",
                "locality": "KATHMANDU",
                "postalCode": "11590",
                "country": "NP",
                "countryName": "Nepal",
                "region": "NP"
            },
            "contactPoint": {
                "email": "employee.benefits@metlife.com.np"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large",
                "vcse": false,
                "publicServiceMissionOrganization": false,
                "shelteredWorkshop": false
            }
        }
    ],
    "buyer": {
        "id": "GB-PPON-PXRR-8771-PHVX",
        "name": "Foreign, Commonwealth and Development Office"
    },
    "tender": {
        "id": "CPG-12361-2025",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Group Medical Insurance, Group Accidental Insurance and Group Critical Insurance for Country Based Staff (CBS) of British Embassy (BE) And British Council (BC), Kathmandu",
        "description": "The British Embassy in Kathmandu intends to undertake a services from competent Insurance Company to provide Health Insurance cover for Medical Treatment expenses (IPD and OPD), Accidental Insurance and Critical insurance for Country Based Staff (CBS) and their immediate family members. FCDO (represented by the British Embassy) in Nepal intends set up Contract for Group Medical Insurance, Group Accidental Insurance and Group Critical Insurance for Country Based Staff (CBS) of British Embassy (BE) and British Council (BC), Kathmandu with a maximum tenure of Three (3) years. FCDO in Nepal intends to empanel service provider in the following Three Lots (listed below) under an Open Tender. This competition is for the award of contract to one service provider each lot. 1. Lot 1 - Medical Insurance 2. Lot 2 - Accidental Insurance 3. Lot 3 - Critical Insurance The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO.",
        "status": "complete",
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "66512220",
                        "description": "Medical insurance services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "NP",
                        "country": "NP",
                        "countryName": "Nepal"
                    }
                ],
                "relatedLot": "1"
            },
            {
                "id": "2",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "66512220",
                        "description": "Medical insurance services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "NP",
                        "country": "NP",
                        "countryName": "Nepal"
                    }
                ],
                "relatedLot": "2"
            },
            {
                "id": "3",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "66512220",
                        "description": "Medical insurance services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "NP",
                        "country": "NP",
                        "countryName": "Nepal"
                    }
                ],
                "relatedLot": "3"
            }
        ],
        "value": {
            "amountGross": 314450,
            "amount": 314450,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "mainProcurementCategory": "services",
        "aboveThreshold": true,
        "coveredBy": [
            "GPA"
        ],
        "submissionMethodDetails": "Your tender must be submitted via the FCDO's e-sourcing portal (https://fcdo.bravosolution.co.uk/web/login.html) in accordance with the attached ITT Instructions. Tenders submitted by any other means will not be accepted. Please also note the requirement to register and submit commonly used information on the Central Digital Platform as described in the instructions for completing the invitation to tender. Important information for all Potential Suppliers: In order to participate and gain access to the Invitation ToR Tender documentation in relation to this procurement, potential suppliers should access the FCDO's e-sourcing portal (link provided above). Once logged in, search for Project Reference No. 12361. If a potential supplier is not registered on the portal, click the 'Click here to register!' button, and follow the on-screen instructions to complete registration. Please note the portal operates a Two-Factor Authentication (2FA) login process and unregistered suppliers should read the guidance document available on the portal home page. Registration take approximately 5 minutes and is free or charge.",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "tenderPeriod": {
            "endDate": "2025-08-07T17:00:00+01:00"
        },
        "enquiryPeriod": {
            "endDate": "2025-07-21T17:00:00+01:00"
        },
        "awardPeriod": {
            "endDate": "2025-10-02T23:59:59+01:00"
        },
        "lots": [
            {
                "id": "1",
                "title": "General Medical Insurance",
                "description": "Group Medical Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)",
                "status": "complete",
                "value": {
                    "amountGross": 245271,
                    "amount": 245271,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Technical Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "price",
                            "name": "Commercial Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "Ability to operate in Nepal"
                        },
                        {
                            "type": "technical",
                            "description": "Ability to operate in Nepal"
                        }
                    ]
                },
                "suitability": {
                    "sme": true,
                    "vcse": true
                },
                "contractPeriod": {
                    "startDate": "2025-11-01T00:00:00+00:00",
                    "endDate": "2026-10-31T23:59:59+00:00",
                    "maxExtentDate": "2028-10-31T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO."
                }
            },
            {
                "id": "2",
                "title": "Group Accidental Insurance",
                "description": "Group Accidental Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)",
                "status": "complete",
                "value": {
                    "amountGross": 62890,
                    "amount": 62890,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Technical Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "price",
                            "name": "Commercial Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "Ability to operate in Nepal"
                        },
                        {
                            "type": "technical",
                            "description": "Ability to operate in Nepal"
                        }
                    ]
                },
                "suitability": {
                    "sme": true,
                    "vcse": true
                },
                "contractPeriod": {
                    "startDate": "2025-11-01T00:00:00+00:00",
                    "endDate": "2026-10-31T23:59:59+00:00",
                    "maxExtentDate": "2028-10-31T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO."
                }
            },
            {
                "id": "3",
                "title": "Group Critical Insurance",
                "description": "Group Critical Insurance for Country Based Staff of British Kathmandu (BEK) and British Council, Kathmandu (BC)",
                "status": "complete",
                "value": {
                    "amountGross": 6289,
                    "amount": 6289,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Technical Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "price",
                            "name": "Commercial Weightage",
                            "description": "Technical Weightage of this lot is alloted 60% to technical and 40% to commercial",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "type": "economic",
                            "description": "Ability to operate in Nepal"
                        },
                        {
                            "type": "technical",
                            "description": "Ability to operate in Nepal"
                        }
                    ]
                },
                "suitability": {
                    "sme": true,
                    "vcse": true
                },
                "contractPeriod": {
                    "startDate": "2025-11-01T00:00:00+00:00",
                    "endDate": "2026-10-31T23:59:59+00:00",
                    "maxExtentDate": "2028-10-31T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO."
                }
            }
        ],
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "038194-2025",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/038194-2025",
                "datePublished": "2025-07-08T11:56:34+01:00",
                "format": "text/html"
            }
        ],
        "hasRecurrence": true,
        "recurrence": {
            "dates": [
                {
                    "startDate": "2028-06-01T23:59:59+01:00"
                }
            ]
        },
        "contractTerms": {
            "financialTerms": "The total premium amount payable to the selected Insurance Agency will be paid in advance before starting of the medical policy after signing off the contract."
        }
    },
    "language": "en",
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "value": 1,
                "relatedLot": "1"
            },
            {
                "id": "2",
                "measure": "finalStageBids",
                "value": 1,
                "relatedLot": "1"
            },
            {
                "id": "3",
                "measure": "smeFinalStageBids",
                "value": 0,
                "relatedLot": "1"
            },
            {
                "id": "4",
                "measure": "vcseFinalStageBids",
                "value": 0,
                "relatedLot": "1"
            },
            {
                "id": "5",
                "measure": "bids",
                "value": 1,
                "relatedLot": "2"
            },
            {
                "id": "6",
                "measure": "finalStageBids",
                "value": 1,
                "relatedLot": "2"
            },
            {
                "id": "7",
                "measure": "smeFinalStageBids",
                "value": 0,
                "relatedLot": "2"
            },
            {
                "id": "8",
                "measure": "vcseFinalStageBids",
                "value": 0,
                "relatedLot": "2"
            },
            {
                "id": "9",
                "measure": "bids",
                "value": 1,
                "relatedLot": "3"
            },
            {
                "id": "10",
                "measure": "finalStageBids",
                "value": 1,
                "relatedLot": "3"
            },
            {
                "id": "11",
                "measure": "smeFinalStageBids",
                "value": 0,
                "relatedLot": "3"
            },
            {
                "id": "12",
                "measure": "vcseFinalStageBids",
                "value": 0,
                "relatedLot": "3"
            }
        ]
    },
    "awards": [
        {
            "id": "1",
            "title": "Group Medical Insurance, Group Accidental Insurance and Critical Insurance for Country Based Staff of British Embassy Kathmandu (BE), Nepal",
            "status": "active",
            "date": "2025-10-17T00:00:00+01:00",
            "value": {
                "amountGross": 314450,
                "amount": 314450,
                "currency": "GBP"
            },
            "mainProcurementCategory": "services",
            "aboveThreshold": true,
            "suppliers": [
                {
                    "id": "GB-PPON-PHBX-6657-NQZQ",
                    "name": "American Life Insurance Company"
                }
            ],
            "items": [
                {
                    "id": "1",
                    "additionalClassifications": [
                        {
                            "scheme": "CPV",
                            "id": "66512220",
                            "description": "Medical insurance services"
                        }
                    ],
                    "deliveryAddresses": [
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        },
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        }
                    ],
                    "relatedLot": "1"
                },
                {
                    "id": "2",
                    "additionalClassifications": [
                        {
                            "scheme": "CPV",
                            "id": "66512220",
                            "description": "Medical insurance services"
                        }
                    ],
                    "deliveryAddresses": [
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        },
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        }
                    ],
                    "relatedLot": "2"
                },
                {
                    "id": "3",
                    "additionalClassifications": [
                        {
                            "scheme": "CPV",
                            "id": "66512220",
                            "description": "Medical insurance services"
                        }
                    ],
                    "deliveryAddresses": [
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        },
                        {
                            "region": "NP",
                            "country": "NP",
                            "countryName": "Nepal"
                        }
                    ],
                    "relatedLot": "3"
                }
            ],
            "standstillPeriod": {
                "endDate": "2025-11-06T23:59:59+00:00"
            },
            "contractPeriod": {
                "startDate": "2025-11-07T00:00:00+00:00",
                "endDate": "2026-10-30T23:59:59+00:00",
                "maxExtentDate": "2028-10-31T23:59:59+00:00"
            },
            "hasRenewal": true,
            "renewal": {
                "description": "The contract shall be valid initially for a period of 1 year starting from 1st November 2025, with a provision for an extension of 2 more years, subject to satisfactory performance by the selected service provider and continued business requirement at the FCDO."
            },
            "relatedLots": [
                "1",
                "2",
                "3"
            ],
            "documents": [
                {
                    "id": "068962-2025",
                    "documentType": "awardNotice",
                    "noticeType": "UK6",
                    "description": "Contract award notice on Find a Tender",
                    "url": "https://www.find-tender.service.gov.uk/Notice/068962-2025",
                    "datePublished": "2025-10-28T13:18:33Z",
                    "format": "text/html"
                }
            ],
            "assessmentSummariesDateSent": "2025-10-17T00:00:00+01:00",
            "milestones": [
                {
                    "id": "1",
                    "type": "futureSignatureDate",
                    "dueDate": "2025-11-07T23:59:59+00:00",
                    "status": "scheduled"
                }
            ]
        }
    ],
    "contracts": [
        {
            "id": "1",
            "awardID": "1",
            "title": "The Provision of Group Medical Insurance for Country Based Staff of British Embassy Kathmandu (BE), Nepal.",
            "status": "active",
            "period": {
                "startDate": "2025-11-01T00:00:00+00:00",
                "endDate": "2026-10-31T23:59:59+00:00",
                "maxExtentDate": "2028-10-31T23:59:59+00:00"
            },
            "hasRenewal": true,
            "renewal": {
                "description": "The Contract Period begins on 1 November 2025 and ends on 31 October 2026 (the \"Term\"). The Authority may elect to extend the term by 1+1 years by providing the Contractor with 10 days' notice before the end of the Term. Any extensions to the Contract Period shall be mutually agreed between Authority and Contractor and confirmed in writing in accordance with Condition F3 of the Contract."
            },
            "value": {
                "amountGross": 314450,
                "amount": 314450,
                "currency": "GBP"
            },
            "aboveThreshold": true,
            "dateSigned": "2025-10-24T00:00:00+01:00",
            "agreedMetrics": [
                {
                    "id": "1",
                    "title": "Claim Cycle Time and Accuracy",
                    "description": "Turnaround time of claims handled and processed, Claim accuracy where claims are paid correctly without errors, overpayments, or underpayments, for reliability and consistency of claims processing quality",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 6
                            }
                        }
                    ]
                },
                {
                    "id": "2",
                    "title": "Innovation, adaptation, and continuous improvements",
                    "description": "Number of official tie-ups with various hospitals within Nepal (including outside KTM) for cashless insurance facility, Number of tie-ups with various hospitals outside Nepal (esp. India and Thailand), Introduction/Promotion of new features or enhancements to BEK",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 6
                            }
                        }
                    ]
                },
                {
                    "id": "3",
                    "title": "Customer satisfaction",
                    "description": "Initiate regular feedback gathering mechanisms from BEK to gauge satisfaction level with the services provided. Provide helpful resolutions to BEK inquiries and meet service level agreements. Offering periodic refresher sessions to guide BEK staffs about the benefits (4 sessions per year)",
                    "observations": [
                        {
                            "id": "frequency",
                            "period": {
                                "durationInMonths": 6
                            }
                        }
                    ]
                }
            ],
            "documents": [
                {
                    "id": "077995-2025",
                    "documentType": "contractNotice",
                    "noticeType": "UK7",
                    "description": "Contract details notice on Find a Tender",
                    "url": "https://www.find-tender.service.gov.uk/Notice/077995-2025",
                    "datePublished": "2025-11-28T11:03:02Z",
                    "format": "text/html"
                }
            ]
        }
    ]
}