Money Guidance Service

A Contract Award Notice
by MONEY AND PENSIONS SERVICE

Source: Find a Tender
Type: Contract (Services)
Duration: not specified
Value: £5M

Sector: HEALTH
Published: 10 Mar 2022
Delivery: not specified
Deadline: n/a

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 1 suppliers

1 buyer

Money & Pensions Service London

1 supplier

Hinduja Global Solutions London

Description

Money guidance service delivered via a contact centre solution

Total Quantity or Scope

Money guidance service delivered via a contact centre solution using a range of channels including telephone, web chat and email.

Award Detail

1	Hinduja Global Solutions (London) Reference: 006529-2022-1 Value: £5,000,000

CPV Codes

98000000 - Other community, social and personal services

Legal Justification

MaPS intends to directly award a contract for contact centre services to the incumbent provider through CCS framework RM6181. The direct award procedure under the framework is only available in exceptional circumstances. However, we believe that MaPS requirements are exceptional circumstances on this occasion. This is because a decision has been taken by the MaPS board to bring the service in house in the next 24 months, a new strategy which better reflects customer and organisational needs. This strategy will see a significant reduction in the numbers of customers served by the incumbent provider over the term of the contract. The contract awarded to the incumbent is intended to be short term interim solution which will provide continuity of service, least disruption to customers and lowest cost given the winding down of the outsourced service