Published date: 26 February 2018

Last edited date: 26 February 2018

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 9 November 2017

Contract summary

Industry

  • Guidance services - 85312310

Location of contract

WN1 1YN

Value of contract

£1,200,000

Procurement reference

WIGN001-DN302885-49534895

Published date

26 February 2018

Closing date

9 November 2017

Contract start date

1 April 2018

Contract end date

31 March 2021

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

The provision of an effective, high quality, value for money Welfare benefits and debt Information and Advice Service that is responsive to the needs of the Wigan borough population.
Our preferred model will be for a lead organisation to develop a consortia/collaborative approach to delivery. The successful Service Provider must have the capacity to deal with upwards of 15 500 enquiries per year, predominantly via telephone and face to face contact but also have the ability to utilise other techniques such as(website, joint booking system, email, skype).
All elements of the service must be delivered in line with nationally accredited quality standards where appropriate e.g. Advice Quality Standard (AQS) and Citizens Advice membership.
The Service Provider must be able to demonstrate they have a minimum of 5 years' experience of providing a comprehensive advice service covering, as a minimum, welfare benefits, housing and debt, within a large Local Authority area. Any Service Provider who is unable to demonstrate this experience will not be considered further.
The Service Provider must deliver a service that is flexible and able to adapt to changing demand caused by legislative and policy changes as well as demographics and level of need.
The Service Provider must deliver an effective and efficient service to manage demand and to improve the customer experience, dealing with enquiries at the first point of contact wherever possible, ensuring the need to refer to other organisations is minimised.
The Service Provider should have the capability to assist clients with digital inclusion - helping them to get on-line including applying for benefits.
The Service Provider must ensure systems are in place to ensure the provision of the service during periods of staff absence due to sickness, holiday or other reasons.
The service should be delivered by a team of experienced advice workers with 70 % of paid staff having at least2 years' experience.

More information

Links

  • https://www.the-chest.org.uk
  • Tender notice
  • This procurement is being conducted electronically via 'The Chest' North West E-Procurement Portal at the link below. The tender has been published on The Chest with reference number DN302885. Applicants will need to register on this website in order to gain access to the tender documentation.
  • https://www.the-chest.org.uk
  • Tender notice
  • This procurement is being conducted electronically via 'The Chest' North West E-Procurement Portal at the link below. The tender has been published on The Chest with reference number DN302885. Applicants will need to register on this website in order to gain access to the tender documentation.

Award information

Awarded date

15 January 2018

Contract start date

1 April 2018

Contract end date

31 March 2021

Total value of contract

£1,200,000

This contract was awarded to 1 supplier.

Citizens Advice Service in the Borough of Wigan

Address

33 Lord Street, Leigh, WN7 1BY

Reference

None

Supplier is SME?

Yes

Supplier is VCSE?

Yes

About the buyer

Contact name

Tanya Wilcock

Address

Town Hall
Library Street
Wigan
WN1 1YN
England

Email

t.wilcock@wigan.gov.uk

Website

http://www.wigan.gov.uk/