Business Information Service

The Department for Business and Trade is seeking to procure a service to provide information, advice, guidance and signposting for any kind of business, including pre-start-ups, in England. This new service will replace the existing Business Support Helpline.

The aim of the Business Information Service is to increase and encourage access to relevant high quality business support, save businesses time and resource, and ultimately help businesses to start, grow and thrive - in particular Small and Medium-sized Enterprises (SMEs).

The Business Information Service will be expected to provide bespoke, unscripted advice (via telephone, email, webchat, social media, and other messaging services, but not face-to-face) on a wide range of topics including starting a business, accessing finance, and business planning.

The service will need to maintain a database of information on business support in England for use by the service's advisers. This database will also need to be accessible to other users, such as advisers based in Growth Hubs. The service will be demand-led so should be flexible. It must provide capacity to meet at least 50,000 inbound contacts, with at least 10,000 in-depth appointments per annum. It must also be capable of rapidly scaling-up (at extra cost) in response to economic shocks and other pressures.

The service will be expected to operate within standard hours, but should have a robust process for out-of-hours contacts.

The service is expected to go live on 1 April 2024 - following a minimum three month mobilisation period. We expect the contract to run for up to four years - initially for one year with the option to extend the contract on an annual basis for three more. The initial contract value (excluding mobilisation costs) is anticipated to be up to £2.5 million per annum (including VAT).

It is our intention to publish our tender for this requirement in May 2023.

Ahead of this though, we would welcome any interested suppliers to join us in a formal Supplier Engagement event, scheduled for 27 April 2023 at 2.00pm via MS Teams. This will allow us to detail our requirement, and for observations to be shared, opportunities identified and questions asked. The outputs of the session will then inform our final scope before we publish our tender opportunity.

Details on how to register interest in this Supplier Engagement event are shown below.

Additional information:

A supplier engagement event about the Business Information Service will take place from 14:00-15:30 on Thursday 27 April 2023 via MS Teams. The agenda is proposed as follows:

To register your interest in this event, please email steven.williams3@beis.gov.uk