---
title: "Front Office Counter Services 2"
ocid: "ocds-h6vhtk-03b48e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b48e"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b48e.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b48e.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE"
published: "2023-12-07"
---

# Front Office Counter Services 2

Buyer: THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-h6vhtk-03b48e

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## Summary

The Minister for the Cabinet Office acting through Crown Commercial Service issued a contract notice on 31 May 2023 to procure the provision of Front Office Counter Services 2. The procurement aimed to establish a Pan Government Collaborative Agreement for these services to be used by Central Government Departments and other UK Public Sector Bodies. The procurement stage was cancelled as no suitable tenders were received. The intended industry category was supporting services for the government. The procurement method employed was an open procedure, with no tenders received for a contract worth £110 million.

This cancelled procurement for Front Office Counter Services 2 presents an opportunity for businesses in the supporting services sector. Companies well-suited to compete would include those capable of providing face-to-face customer service transactions at a national scale. The procurement process, though unsuccessful, showcased the demand for services across various public sector bodies, including Local Authorities and Health departments. The rigorous tender criteria highlighted a focus on quality, indicating an opportunity for businesses with expertise in secure document handling and government service provision.

## Notice

Crown Commercial Service (CCS) as the Authority had put in place a Pan Government Collaborative Agreement for the provision of Front Office Counter Services 2 and it would have been 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 was intended that this commercial agreement would have been the recommended vehicle for all front office counter services required by UK Central Government Departments. 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.

### Lot Information

Front Office Counter Services

The contracting authority was 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 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.

Renewal: The initial duration of the Framework is 3 years, with an option to extend for 1 year

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/036036-2023 |
| Notice type | Planning Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Dec 2023 |
| Submission deadline | 30 Jun 2023 |
| Future notice date | 17 May 2023 |
| Award date | 7 Dec 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

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

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE |
| Additional buyers | THE MINISTER FOR THE CABINET OFFICE ACTING THROUGH CROWN COMMERCIAL SERVICE (CCS) |
| 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

- 75 - Administration, defence and social security services

### Codes

- 75130000 - Supporting services for the government

## Release History

- 7 Dec 2023 at 08:46 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/036036-2023
- 19 Jun 2023 at 13:33 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/017352-2023
- 31 May 2023 at 09:43 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/015345-2023
- 21 Mar 2023 at 07:37 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/008095-2023

## Notice URLs

- https://crowncommercialservice.bravosolution.co.uk
- https://www.contractsfinder.service.gov.uk/Notice/4d28aed2-01e9-4f25-b4f7-dbd43c7c1b3d
- https://www.crowncommercial.gov.uk/
- 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-03b48e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03b48e.json.