Official UK procurement notice
Core Claims Services · UK public procurement notice
Authority: Financial Services Compensation Scheme (Public body)
What is being bought
Published requirement descriptionThe scope of the services are:
- Deposit Claims Processing
- Advice Claims Processing
- Overflow Customer Contact
*Support Services
CPV: Customer-care services · Financial and insurance services · Financial consultancy services · Financial market regulatory services · Financial markets administration services · Insurance and pension services · Insurance consultancy services · Pension fund consultancy services
The lotProcurement structure
single lot · value publishedLot #1The scope of the services are:AwardedRenewalPublished value£50,000,000
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.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (10)
- Resourcing: 7%
- Service Delivery: 28%
- Transition: 14%
- Business Continuity: 7%
- Information Security: 7%
- Service Improvements: 7%
- Pre-assessment Tasks: 10%
- Claims Processing Activities: 10%
- Rate Card: 5%
- Transition: 5%
Published award criteria (10)
- Resourcing: 7
- Service Delivery: 28
- Transition: 14
- Business Continuity: 7
- Information Security: 7
- Service Improvements: 7
- Pre-assessment Tasks: 10
- Claims Processing Activities: 10
- Rate Card: 5
- Transition: 5
- Successive reduction
- Candidates will be reduced successively across stages
- Price carries 30 of 100 points: a 10% discount moves about 3 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Competitive procedure with negotiation
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Yes
- First published
- 4 Sept 2023, 10:06 BST
- Last source update
- 24 Jun 2024, 12:05 BST
- FTS notice number
2024/S 000-019281- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03f994Find a Tender
- Review procedure
In accordance with Regulation 86 (Notices of decisions to award a contract), Regulation 87 (Standstill Period) and Regulations 91 (Enforcement of duties through the Court) of the Public Contracts Regulations 2015.
Publisher note: 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 GO Reference: GO-2024624-PRO-26692477
How it was run
Official notice- Submission deadline
- 4 Oct 2023, 14:00 BST
- Submission channel
- {"written"}
- Accepted languages
- en
- Bid validity
- 180 days from the deadline
Timeline
4 Oct 2023 → 24 Jun 2024 · 2 dates- Submission deadline4 Oct 2023, 14:00 BST
- Notice published24 Jun 2024, 12:05 BST
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete24 Jun 2024, 12:05 BST
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| PricewaterhouseCoopers LLP | £83,600,000 † | — | Awarded |
Contracts
Core Claims Services · PricewaterhouseCoopers LLP
- Signed
- 14 Jun 2024
- Value
- £83,600,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 3bids | — | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- The Royal Court of JusticeReview body
Bidders & participating suppliers
1 commercial party on the notice- Pricewaterhousecoopers LLPAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria