---
title: "Front Office Counter Services 2"
ocid: "ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CROWN COMMERCIAL SERVICE"
published: "2023-12-07"
---

# Front Office Counter Services 2

Buyer: CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd

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## Summary

The Crown Commercial Service has initiated a tender process for the provision of Front Office Counter Services 2. The service entails face-to-face customer transactions across UK outlets, including paper-based document processing, digital services, biometric ID issuance, and secure document handling. The procurement method is an open procedure, and the contract period is from November 2023 to November 2027.

This tender presents an opportunity for businesses seeking to offer front office counter services to various UK public sector bodies. Companies well-suited to compete should be proficient in delivering secure and efficient customer service solutions. The procurement stage is currently at the award phase, with a focus on supporting government services through secure document handling and ID verification.

## Notice

The contracting authority was seeking a provider of a "Front Office" counterbased service to undertake a number of face-to-face customer service transactions at a national network of outlets throughout the UK. Transactions would have included, although not be limited to the following (the below are given for indicative purposes only): * completing or verifying paper-based documents such as passport applications and driving licences * digitally assisted service including support for citizens applying for government services using electronic devices (i.e. tablets) - Issuing government documentation/biometric ID's, following validation of identity and application forms. - the checking of paper application forms and the submission of supporting documents - buying or topping up travel cards - updating Government databases with changes to citizen records * basic application check, collection of fee, and onward secure transmission of completed application * verification of applicant identity then, if appropriate, processing applicant Customer Payment * processing of document application transactions requiring Biometric Image Collection * verification of authenticity of secure documents * secure Transportation of Original Documents of Value as part of application processes * secure Return of Documents to the Issuing Authority Agency * secure central storage and distribution of high value documents to the contractor's outlets * secure storage of official documentation and supporting documents for customer collection - Digital transmission of data to issuing authority, with provision for exceptions to be handled manually (e.g. manual paper transactions). The intention was to permit the staff and / or technical infrastructure developed for this Framework Agreement to be used for other service delivery, subject to there being appropriate safeguards in respect of security, encryption, access rights and deliverability to ensure the services delivered under this Framework. Additional information: The Minister for the Cabinet Office acting through Crown Commercial Service issued a contract notice on 31 May 2023 (Ref: 2023/S 000-015345) to procure the provision of Front Office Counter Services 2. Crown Commercial Service has taken the decision not to proceed with the procurement as no suitable tenders were received.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4d28aed2-01e9-4f25-b4f7-dbd43c7c1b3d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Dec 2023 |
| Submission deadline | 30 Jun 2023 |
| Future notice date | 12 Jul 2022 |
| Award date | 22 Jun 2023 |
| Contract period | 28 Nov 2023 - 27 Nov 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £110,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CROWN COMMERCIAL SERVICE |
| Locality | LIVERPOOL |
| Post town | Liverpool |
| Postcode | L3 9PP |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD72 Liverpool |
| Local authority | Liverpool |
| Electoral ward | City Centre North |
| Westminster constituency | Liverpool Riverside |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NO CONTRACTS HAVE BEEN AWARDED |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support
- 75 - Administration, defence and social security services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 72310000 - Data-processing services
- 72510000 - Computer-related management services
- 75000000 - Administration, defence and social security services
- 75130000 - Supporting services for the government
- 79131000 - Documentation services
- 79200000 - Accounting, auditing and fiscal services
- 79310000 - Market research services
- 79710000 - Security services
- 79821100 - Proofreading services
- 79940000 - Collection agency services
- 79961000 - Photographic services
- 79991000 - Stock-control services

## Release History

- 7 Dec 2023 at 08:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4d28aed2-01e9-4f25-b4f7-dbd43c7c1b3d
- 13 Jun 2023 at 09:29 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bd81c7d5-65f8-45a6-8f2e-2545c5366b2b
- 31 May 2023 at 09:55 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bd81c7d5-65f8-45a6-8f2e-2545c5366b2b
- 27 Jul 2022 at 10:52 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/79c4da9b-d074-4942-b691-7be6f2681901

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4d28aed2-01e9-4f25-b4f7-dbd43c7c1b3d
  7th December 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/bd81c7d5-65f8-45a6-8f2e-2545c5366b2b
  13th June 2023 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/79c4da9b-d074-4942-b691-7be6f2681901
  27th July 2022 - Future opportunity notice on Contracts Finder
- https://www.find-tender.service.gov.uk/Notice/020447-2022
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f3fd2a69-b239-4ce6-9b43-188a08569923
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c6ca7413-43ed-4208-85ea-5d9ba5f56e34
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/3ac39df9-cce8-40e8-9762-897f7829a867
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/40f61ce6-8efa-408e-8db2-e72f12bb87f9
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/78f77f05-8de9-40ee-838a-e6ad71cb3cef
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8354d47f-3c53-4ec5-b48d-52bc02a47b2e
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ed7693db-0bd2-4954-8a41-c13fb33f33a3
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9c34816f-c770-4706-b9d4-ab86a5bd16b2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/959a8c76-4cb0-4646-a95c-392f568b955c
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/06d37864-425b-429c-b4d0-24e9b1e33a27
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/64d5efe8-b26e-49d8-81f1-be89314c42ec
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b841661b-e4c8-4c1a-b530-d085784661d7
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/798d8685-bb16-40da-89fc-8970981b63fb
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/557a2965-e428-43df-9fc8-63a785993712
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/fb5c8202-4cb0-4821-be41-ae4f6ff036c6
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f86c370b-1597-46f2-8dc5-088205e2c3d2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4a077bfb-c7d1-4aa4-9d70-ea32408e4b3b
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2e2a65d7-ed22-4767-97d9-3b48824e2f6c
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2e428f63-bec1-4164-82ab-cfab161b8a58
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ce201d85-355f-4757-a83b-d5714eb046a3
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2a71831d-4bfe-4b65-b4e3-7ccf06c46496
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/874d9c59-b3d1-4a96-bda1-2ff7d2220868
- https://www.find-tender.service.gov.uk/Notice/015345-2023
- https://crowncommercialservice.bravosolution.co.uk/web/login.html
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cee1dbd7-1b03-468b-b130-ec90e556b83c
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ef65c722-073c-4bf1-a5cb-cd8106e8fd2e
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/4856400b-092e-4370-9e6a-7e6ab961d4e5
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/077819d6-7e97-47f4-9c0b-b049281389a3
- https://www.find-tender.service.gov.uk/Notice/036036-2023

## Notice URLs

- https://www.gov.uk/ccs

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-18cd6052-ec7d-4964-99f3-6634bd5c91dd.json.