Front Office Counter Services 2

The contracting authority was seeking a provider of a "Front Office" counterbased service to undertake a number of face-to-face customer service transactions at a national network of outlets throughout the UK. Transactions would have included, although not be limited to the following (the below are given for indicative purposes only):

• completing or verifying paper-based documents such as passport applications and driving licences
• digitally assisted service including support for citizens applying for government services using electronic devices (i.e. tablets)
• Issuing government documentation/biometric ID's, following validation of identity and application forms.
• the checking of paper application forms and the submission of supporting documents
• buying or topping up travel cards
• updating Government databases with changes to citizen records
• basic application check, collection of fee, and onward secure transmission of completed application
• verification of applicant identity then, if appropriate,

processing applicant Customer Payment

• processing of document application transactions requiring Biometric Image Collection
• verification of authenticity of secure documents
• secure Transportation of Original Documents of Value as part of application processes
• secure Return of Documents to the Issuing Authority Agency
• secure central storage and distribution of high value documents to the contractor's outlets
• secure storage of official documentation and supporting documents for customer collection
• Digital transmission of data to issuing authority, with provision for exceptions to be handled manually (e.g. manual paper transactions). The intention was to permit the staff and / or technical infrastructure developed for this Framework Agreement to be used for other service delivery, subject to there being appropriate safeguards in respect of security, encryption, access rights and deliverability to ensure the services delivered under this Framework.

Additional information: The Minister for the Cabinet Office acting through Crown Commercial Service issued a contract notice on 31 May 2023 (Ref: 2023/S 000-015345) to procure the provision of Front Office Counter Services 2.

Crown Commercial Service has taken the decision not to proceed with the procurement as no suitable tenders were received.