--- title: "Front Office Counter Services 2" ocid: "ocds-h6vhtk-03566d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03566d" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03566d.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03566d.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE" published: "2022-07-27" --- # Front Office Counter Services 2 Buyer: THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE Current stage: Planning OCID: ocds-h6vhtk-03566d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03566d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03566d.json) ## Summary The Crown Commercial Service (CCS) is initiating a planned procurement process titled "Front Office Counter Services 2" aimed at providing essential face-to-face customer service operations across a national network in the UK. This initiative falls under the "Supporting services for the government" category, with an indicative value of £150 million over a four-year period. The procurement method is currently considered as Open, with a possibility of shifting to Negotiation. Key communications indicate that the future contract notice is scheduled for publication on 22 March 2023, after which detailed participation guidelines can be monitored on the CCS website. This procurement process offers significant opportunities for businesses specialising in customer service and government-related support operations. Providers equipped to deliver front office counter services, such as document verification, biometric ID processing, and digital assistance for citizens, will be well-positioned to compete. Furthermore, companies certified under the Cyber Essentials Plus scheme will have a competitive edge in meeting the security requirements stipulated for this contract, which is crucial given the nature of the services involving personal data handling for various public sector bodies, including Central Government Departments and Local Authorities. ## Notice Crown Commercial Service (CCS) as the Authority intends to put in place a Pan Government Collaborative Agreement for the provision of Front Office Counter Services 2 to be utilised by Central Government Departments and all other UK Public Sector Bodies, including Local Authorities, Health, Police, Fire and Rescue, Education and Devolved Administrations. It is intended that this commercial agreement will be the recommended vehicle for all front office counter services required by UK Central Government Departments. Our indicative view is this will be a single lot framework agreement with a maximum of 2 awarded suppliers ### Lot Information Lot 1 The contracting authority is seeking a provider of a "Front Office" counter-based service to undertake a number of face-to-face customer service transactions at a national network of outlets throughout the UK. Transactions could include, 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 is 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/020447-2022 | | Notice type | Planning Notice | | Procurement type | Framework | | 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 | 27 Jul 2022 | | Submission deadline | Not specified | | Future notice date | 22 Mar 2023 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £150,000,000 | | 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 | THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH 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 | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services - 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 - 64100000 - Post and courier services - 64120000 - Courier services - 64121100 - Mail delivery services - 64121200 - Parcel delivery services - 64210000 - Telephone and data transmission services - 72310000 - Data-processing services - 72312000 - Data entry services - 72313000 - Data capture services - 72318000 - Data transmission services - 72510000 - Computer-related management services - 75000000 - Administration, defence and social security services - 75100000 - Administration services - 75130000 - Supporting services for the government - 79131000 - Documentation services - 79200000 - Accounting, auditing and fiscal services - 79210000 - Accounting and auditing services - 79211000 - Accounting services - 79310000 - Market research services - 79710000 - Security services - 79720000 - Investigation services - 79821100 - Proofreading services - 79940000 - Collection agency services - 79961000 - Photographic services - 79961300 - Specialised photography services - 79991000 - Stock-control services - 79999100 - Scanning services ## Release History - 27 Jul 2022 at 10:44 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/020447-2022 ## Notice URLs - https://crowncommercialservice.bravosolution.co.uk - https://www.contractsfinder.service.gov.uk/Notice/79c4da9b-d074-4942-b691-7be6f2681901 - https://www.crowncommercial.gov.uk/agreements/RM6283 - 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-h6vhtk-03566d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03566d.json.