Public procurement notice: Contract Notice
Published: 2017-07-25
Buyer: Financial Services Compensation Scheme Limited
Country: UK
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48812000: Financial information systems | 66000000 | 66115000 | 66500000 | 79342320
Submission deadline: 2017-08-23
Award criteria: The most economic tender

Technical requirements: The Financial Services Compensation Scheme Limited (FSCS) is seeking a strategic delivery partner (Strategic Partner) to deliver an end-to-end claims handling service (the Service).
The vision for the Service is to transform FSCS' outsourcing arrangements to ensure they are aligned with its new operational strategy — to enhance customer experience and value. FSCS want to create stronger relationships with fewer strategic partners to drive significant value.
FSCS may during the life of the contract require the Service Provider to provide the following Optional Services:
— Evidence checking, including identification documentation, to ensure it meets the minimum requirements for the claim type
— Gathering information from third parties (such as the customer, providers of financial services products or financial regulators) where required and chasing as necessary
— Determine validity of the claim — assessment to be completed in line with FSCS's rules and policies
— Complete quantification of compensation — calculation of loss made in accordance with FSCS's rules and policies (potentially using specialist calculation tools)
— Dealing with incoming enquiries by telephone, letter, email or other agreed methods, relating to potential claims, ongoing claims, general queries, and use of the FSCS Online Claims Service
— Post pay-out activities, generally initiated by the customer and may include reissuing of payment, documentation or providing explanations
— Investigation of firms to determine ability to pay claims made against them (‘Default investigations’)
In addition FSCS shall expand the claims handling services during the lifetime of the contract to respond to changes in the portfolio of protection within the financial services industry.
There will be an option for FSCS to extend the contract on up to two occasions for a maximum duration of 12 months on each of those occasions.
— The service must be delivered at the start of the contract from a UK location, however during the life of the contract, FSCS would be open to discussions on offshoring except voice
FSCS intends to use an eTendering system for this process. To express interest and access the content. — Click the ‘Express Interest’ button at the top of the page. — to view the relevant documents please follow the steps below: 1. Register your company on FSCS eTendering portal (this is only required once) — Browse to the eTendering Portal https://fscs.bravosolution.co.uk/web/login.html and click the link to register — Enter your correct business and user details — Note the username you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the Market Sounding — Login to the portal with the username/password — Click the ‘ITTs Open To All Suppliers’ link. (This opportunity is open to any registered supplier) — Click on the relevant PQQ i.e.FSCS 301 End to End Claims Handling Services'.
FSCS will observe a standstill period following the award of the contract and conduct itself of any appeals in accordance with the Public Contracts Regulations 2015.

Eligibility requirements: See SQ documents.