Quality Assurance Service

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