Published date: 7 November 2019

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 9 December 2019

Contract summary

Industry

  • Arbitration and conciliation services - 79422000

Location of contract

Any region

Value of contract

£100,000 to £500,000

Procurement reference

MT217955

Published date

7 November 2019

Closing date

9 December 2019

Contract start date

1 April 2020

Contract end date

31 March 2023

Contract type

Service contract

Procedure type

Restricted procedure

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Our requirements are that:
(a) The service must be free to users (it will be funded by the GOC);
(b) The service must be demonstrably independent of the NHS, UK Government, optical professionals and optical professional bodies;
(c) The service must treat individuals fairly, regardless of their background, characteristics or circumstances and the service provider must collect EDI data (with appropriate regard to data protection legislation);
(d) The service must be unbiased and resolution-focused;
(e) The service must have access to clinical expertise;
(f) The service must have a robust mechanism for identifying matters that raise issues of fitness to practise and require escalation to the GOC;
(g) The service must be visible on the Internet and have a dedicated web presence via the www.opticalcomplaints.co.uk domain (which will continue to be owned by the GOC);
(h) The service must not be subcontracted unless the GOC has agreed this in advance in writing;
(i) The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted;
(j) The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied;
(k) The service provider must work closely with the GOC and abide by the published 'Working Together' policy
(l) The service provider must work with the GOC and with the optical profession to further establish awareness of the service and to promote its benefits to the profession.
(m) The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken;
(n) The service provider must report annually to the GOC Council; and
(o) The service provider must maintain the OCCS service on the list of accredited ADR providers pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
[Please note that suppliers who are invited to tender in full may be subject to a financial appraisal, including appropriate financial checks and reports and a risk analysis.]

More information

Links

About the buyer

Contact name

Keith Watts

Address

10 Old Bailey
London
EC4M 7NG
England

Telephone

+44 2075803898

Email

kwatts@optical.org

Website

www.optical.org