---
title: "Quality Assurance Service"
ocid: "ocds-h6vhtk-02fc87"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02fc87"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02fc87.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02fc87.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "MONEY AND PENSIONS SERVICE"
published: "2021-12-02"
---

# Quality Assurance Service

Buyer: MONEY AND PENSIONS SERVICE  
Current stage: Planning  
OCID: ocds-h6vhtk-02fc87

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02fc87)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02fc87.json)

## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/029969-2021 |
| 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 |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Dec 2021 |
| Submission deadline | Not specified |
| Future notice date | 29 Jun 2022 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | MONEY AND PENSIONS SERVICE |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC1N 2TD |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Holborn & Covent Garden |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 98 - Other community, social and personal services

### Codes

- 98000000 - Other community, social and personal services

## Release History

- 2 Dec 2021 at 14:30 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/029969-2021

## Notice URLs

- https://moneyandpensionsservice.org.uk/

## 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-h6vhtk-02fc87. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02fc87.json.