Simple Payment Plan

Contract summary

Industry

• Collection agency services - 79940000

Location of contract

Any region

Value of contract

£42,000,000

Procurement reference

tender_296470/1041499

Published date

10 February 2022

Closing date

11 March 2022

Closing time

11am

Contract start date

1 April 2023

Contract end date

31 March 2029

Contract type

Service contract

Procedure type

Other: Competitive procedure with negotiation (FTS)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

Provision of administration services for the "Simple Payment Plan".

The aim of the Simple Payment Plan is to provide a payment scheme for a selected group of customers that is simple, affordable and flexible.

To deliver against these key features, the Simple Payment Plan has been designed to:-

- target low income households to help increase revenue income and reduce both first time prosecutions and repeat offending;

- allow customers to spread their payments over the 12 month term of their licence, i.e. £159/12;

- run for a term of 4 years, with the option to extend on two occasions of one year each.

The Service Provider will be required to manage the accounts of customers on the scheme end-to-end. Specifically, Service Providers will be required to offer the following services:

i. collecting the licence fee, according to the regulations and as set out in any individual customer payment plans (including arrears management, payment processing and reconciliation services);

ii. campaign management services;

iii. fulfilment services;

iv. inbound and outbound customer communications services (including call centre facilities);

v. technology services;

vi. data management; and

vii. analytics

Services out of scope: Applicants should note that the following services are not proposed as in scope for the Service Provider:

i. field services;

ii. PR and stakeholder communications; and

iii. customer recruitment

The main objective of SPP is to ensure appropriate levels of support are provided to eligible customers, with particular focus on individuals who are willing to pay, but who are facing financial difficulty.

Critical Success Factors of the Simple Payment Plan:-

- Improved customer satisfaction;

- Positive impact on evasion and/or improvement in rate of licence purchase following prosecution statement (from TV Licensing Administrator);

- Improving Customer retention and revenue rates;

- Reducing the number of Customers that fail to pay anything towards their licence - referred to as Leavers Never Paid (LNP);

- Promoting Customers renewing their licences;

- Facilitating Customers managing their payment account digitally end to end.

The total estimated cost of the contract is £42m over the maximum 6 year term. This is based on the assumption of on-boarding 18k new customers each month. It is expected from the service provider to drive the increase of the number of customer onboarded and retained on the scheme to attain the estimated cost. Please note that cost increase is driven by a projected increase in customer numbers, and therefore the estimated cost of the contract may rise above £42m during the life of the contract.

The initial term of the contract is for a period of 48 months. The contract may be extended on two occasions by up to 12 months on each occasion, meaning the maximum potential term is 6 years in total.

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More information

Links

• https://bbc.bravosolution.co.uk/
• BBC eSourcing

Additional text

Please register your interest in this project by taking the following steps: 1 - Register your company on the Jaggaer eSourcing portal (this is only required once): 1.1 Go to https://bbc.bravosolution.co.uk 1.2 - Click the link on the login page to register. 1.3 Accept the terms and conditions and click 'Continue'. 1.4 - Enter your correct business and user details. 1.5 - Note the username you chose and click 'Save' when complete. 1.6 - You will shortly receive an email with your temporary password. 2 - Express an interest in the tender: 2.1 - Login to the portal with the username/password. 2.2 - Click the 'PQQs/ITTs Open to all Suppliers' link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier). 2.3 - Click on the relevant PQQ/ITT to access the content. 2.4 - Click the 'Express Interest' button at the top of the page. This will move the PQQ/ITT into your 'My PQQs/My ITTs page. (This is a secure area reserved for your projects only. 2.5 - You can now access any attachments by clicking 'Buyer Attachments' in the 'PQQ/ITT Details' box. 3. Responding to the tender: 3.1 - Click 'My Response' under PQQ/ITT Details', you can choose to 'Create Response' or to 'Decline to Respond' (please give a reason if declining). 3.2 - You can now use the 'Messages' function to communicate with the buyer and seek any clarification. 3.3 - Note the deadline for completion, and then follow the onscreen instructions to complete the PQQ/ITT. There may be a mixture of online and offline actions for you to perform (there is detailed online help available). 3.4 You must then submit your reply using the 'Submit Response' button at the top of the page. If you require any further assistance, please consult the online help, or contact the Jaggaer eSourcing help desk

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About the buyer

Contact name

Jonathan Palfreeman

Address

Broadcasting House, Portland Place
London
W1A 1AA
England

Email

jonathan.palfreeman@bbc.co.uk