Financial Services Compensation Scheme: Core Claims Services

UK-London: Financial and insurance services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       Financial Services Compensation Scheme
       Beaufort House, 15 St. Botolph Street, London, EC3A 7QU, United Kingdom
       Tel. +44 2073758194, Email: Procurement@fscs.org.uk
       Main Address: www.fscs.org.uk
       NUTS Code: UK

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.4)Type of the contracting authority:
      Body governed by public law

   I.5) Main activity:
      Economic and financial affairs

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: Core Claims Services            
      Reference number: Not Provided

      II.1.2) Main CPV code:
         66000000 - Financial and insurance services.


      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: The scope of the services are:

* Deposit Claims Processing

* Advice Claims Processing

* Overflow Customer Contact

*Support Services

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 83,600,000
                  
         Currency:GBP            

   II.2) Description

      II.2.2) Additional CPV code(s):
            79342320 - Customer-care services.
            66500000 - Insurance and pension services.
            66519310 - Insurance consultancy services.
            66523000 - Pension fund consultancy services.
            66171000 - Financial consultancy services.
            66152000 - Financial market regulatory services.
            66150000 - Financial markets administration services.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.2.4) Description of the procurement: The scope of the services are:

* Deposit Claims Processing

- Not Fit For Straight Through Pay-out (NFFSTP) Claims

- Exclusion View (EV) Claims

- Temporary High Balances (THB) Claims

- Customer engagement activities, such as inbound and outbound calls, in the course of processing the above claims

* Advice Claims Processing

- Early file preparation and triage activity (Pre-assessment tasks)

- End to End processing on a proportion of claims where the approach to assessing the claim is more well-defined and standardised, and volumes are sufficient

- Customer Engagement activities such as making Touch Point Calls or responding to incoming calls in the course of processing the above claims

- Resolving post decision correspondence and processing Appeals for the Claims processed by the Service Provider

* Overflow Customer Contact

- Providing suitable telephony and administration support to deal effectively with inbound customer queries when volumes exceed the capacity that can be dealt with by FSCS internal teams.

*Support Services

- Providing appropriate capable staff to work with and assist FSCS with in-house tasks relating to potential and actual defaults, which may include project management and determining processes and procedures for complex failures.

      II.2.5) Award criteria:
      Quality criterion - Name: Resourcing / Weighting: 7
      Quality criterion - Name: Service Delivery / Weighting: 28
      Quality criterion - Name: Transition / Weighting: 14
      Quality criterion - Name: Business Continuity / Weighting: 7
      Quality criterion - Name: Information Security / Weighting: 7
      Quality criterion - Name: Service Improvements / Weighting: 7
                  
      Cost criterion - Name: Pre-assessment Tasks / Weighting: 10
      Cost criterion - Name: Claims Processing Activities / Weighting: 10
      Cost criterion - Name: Rate Card / Weighting: 5
      Cost criterion - Name: Transition / Weighting: 5
            

      II.2.11) Information about options
         Options: No
         

      II.2.13) Information about European Union funds
         The procurement is related to a project and/or programme financed by European Union funds: No
         

      II.2.14) Additional information: Not Provided


Section IV: Procedure

IV.1) Description

   IV.1.1)Type of procedure: Competitive procedure with negotiation


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
       Notice number in the OJEU: 2023/S 000-026004
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: FSCS 470    
   Lot Number: Not Provided    
   Title: Core Claims Services

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 14/06/2024

      V.2.2) Information about tenders
         Number of tenders received: 3
         Number of tenders received from SMEs: Not Provided          
         Number of tenders received from tenderers from other EU Member States: Not Provided          
         Number of tenders received from tenderers from non-EU Member States: Not Provided          
         Number of tenders received by electronic means: Not Provided

      V.2.3) Name and address of the contractor

      The contract has been awarded to a group of economic operators: No
         
         Contractor (No.1)
             Pricewaterhousecoopers LLP, OC303525
             1 Embankment Place, London, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No

      V.2.4) Information on value of the contract/lot (excluding VAT)
         Initial estimated total value of the contract/lot: Not Provided          
         Total value of the contract/lot: 83,600,000
         Currency: GBP

      V.2.5) Information about subcontracting
         The contract is likely to be subcontracted: No
         
Section VI: Complementary information

   VI.3) Additional information: The initial contract duration is until 31st March 2030. There will be an option for FSCS to extend the contract from the expiry of the Initial Term on up to 2 occasions for a maximum duration of up to 12 months on each of those occasions. Please note the total contract value does not include the expenditure which may go through under a rate card. The expenditure for this element is estimated between £0 and £15m.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=869240502

   VI.4) Procedures for review

      VI.4.1) Review body
          The Royal Court of Justice
          1 The Royal Courts of Justice, The Strand, London, WC1A 2LL, United Kingdom

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 24/06/2024