---
title: "Quality Assurance Service"
ocid: "ocds-h6vhtk-032ba0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032ba0"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-032ba0.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-032ba0.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "MONEY AND PENSIONS SERVICE"
published: "2022-04-08"
---

# Quality Assurance Service

Buyer: MONEY AND PENSIONS SERVICE  
Current stage: Planning  
OCID: ocds-h6vhtk-032ba0

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032ba0)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-032ba0.json)

## Summary

The Money and Pensions Service, based in London, is in the planning stage of a public procurement process for a Quality Assurance Service, which falls under the category of Other community, social and personal services. This service is designed to cover a broad spectrum of areas, including regulated debt advice, pensions guidance, and money guidance, ensuring that service delivery meets the standards set out by the FCA. A virtual industry event aimed at gathering market feedback will be held on 28th April 2022, and interested parties must register by 26th April 2022. Additional notices related to this procurement are expected on 22nd August 2022.

This tender presents valuable opportunities for businesses specialising in quality assurance, financial services, and customer support. Companies that can demonstrate experience in managing and evaluating service delivery across multiple channels—such as face-to-face interactions and digital communication—will be particularly well-suited to compete. The Money and Pensions Service is looking for innovative solutions and insights from potential suppliers to shape their procurement strategy, making this a critical moment for businesses to engage and showcase their capabilities in delivering high-quality assurance services.

## Notice

The Money and Pensions Service is currently in the process of developing a strategy for the procurement of a Quality Assurance Service and is seeking the input of the market to help shape this strategy. The service will cover a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier will be responsible for the delivery of 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: https://moneyandpensionsservice.org.uk/money-and-pensions-service-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 Quality 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 currently in the process of developing a strategy for the procurement of a Quality Assurance Service and is seeking the input of the market to help shape this strategy. The service will cover a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier will be responsible for the delivery of 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: https://moneyandpensionsservice.org.uk/money-and-pensions-service-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 Quality 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 riskbased 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. A virtual industry event will be held on Thursday 28th April 2022 to expose and seek feedback on concepts for competition. It will allow existing and potential suppliers to contribute information to inform the MaPS procurement strategy decisions. Additional information: MaPS is seeking feedback from potential providers to understand opportunities and barriers to providing these services and to assist with shaping the Service Specification. A virtual industry event will be held on Thursday 28th April 2022 to expose and seek feedback on concepts for competition. It will allow existing and potential suppliers to contribute information to inform the MaPS procurement strategy decisions. If you are interested in attending this event, please register by emailing Nicholas.cole@maps.org.uk by 26th April 2022

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/009477-2022 |
| 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 | 8 Apr 2022 |
| Submission deadline | Not specified |
| Future notice date | 21 Aug 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

- 8 Apr 2022 at 11:18 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/009477-2022

## Notice URLs

- https://moneyandpensionsservice.org.uk/
- https://moneyandpensionsservice.org.uk/money-and-pensions-service-standards/

## 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-032ba0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-032ba0.json.