Competition with a shortlist
Competitive procedure with a selection stage: suppliers were shortlisted before being invited to bid.
Key facts
- Buyer
- Financial Services Compensation Scheme · Body governed by public law
- Supplier
- PricewaterhouseCoopers LLP
- Value
- £83,600,000
- Procedure
- Competitive procedure with negotiation
- Sector
- Business services · Customer-care services (CPV 79342320)
- Region
- London
- Official notice
- 019281-2024 on Find a Tender
- Timeline
-
- Contract date14 Jun 2024
- Published24 Jun 2024Published 10 days after the contract date
Description
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 b…
About the supplier
PricewaterhouseCoopers LLP: every public contract they have won, plus their Companies House record (company OC303525).