HMRC are seeking a sustainable, innovative and adaptable service to carry out an end-to-end tax credits error and fraud interventions service compatible with existing HMRC processes. The supplier will be required to demonstrate flexible recruitment capability, meeting BPSS and HMRC standards, commensurate with delivery of the service on a supplier managed estate and maintaining a commensurate workforce throughout the period of the service with the ability to increase and reduce to meet demand. The supplier must be able to mobilise and deliver HMRC and supplier training material and manage an in-year suite of interventions into different tax credit risks, as well as providing ancillary support relating to the provision of these services.
It is currently envisaged that remuneration will be on a payment-by-results basis designed to incentivise suppliers to be innovative and deliver HMRC Annual Managed Expenditure savings to agreed targets. However, this may be subject to change.
As a consequence, the purpose of this Prior Information Notice (PIN) is:
a) To give potential Tenderers advance notice that HMRC is considering undertaking a tendering exercise to award contract(s) for the provision of a service to deliver tax credits compliance interventions, managing all types of customer contact and processing the outputs of those interventions on behalf of HMRC.
b) To request information from the marketplace as to the type of services that may be available to meet HMRC specifications; and
c) To allow potential Tenderers to register for an upcoming Market Engagement Event by contacting HMRC direct to express an interest in attending.
The Requirement:
HMRC would like to add to its existing operational and data analytics capacity to increase the number of successful tax credits error and fraud interventions to further reduce overall losses to, and levels of, error and fraud. HMRC anticipates the supplier(s) undertaking in excess of 4 million reviews and compliance interventions over a three year period compatible with the existing HMRC legislative and procedural framework, adding to HMRC's internal capability. This service needs to be capable of flexing up or down to reflect demand and results. The expectation is that the supplier(s) will help to identify tax credits customer awards that may be subject to error and/or fraud, collect and assess evidence from claimants and make decisions on the circumstances affecting tax credits entitlement. Where amendment to the customer award is required it is envisaged that the supplier(s) will process those changes to the tax credits core IT systems. The supplier would be expected to maintain HMRC customer service and Charter standards throughout the period of the service.
The supplier will be required to operate under strict adherence to HMRC's legislative framework. The process may include risk profiling tax credits data, using HMRC or other data, engaging with tax credits customers to validate the information provided, upon which their awards are calculated and make decisions on their entitlement. Critically, the supplier must meet stringent security demands as it must host HMRC IT Systems on its own estate.
HMRC data security rules mean that no work will be undertaken offshore by the supplier, either directly or indirectly.
Information Request:
Any Supplier wishing to provide details on the types of services that they may be able to provide in respect of the outline requirement referred to above, and thereby assist in the Client's market place knowledge can do so by supplying this information (by e-mail) directly to contact in Section I
Market Engagement Event and Security Accreditation:
HMRC will host a Market Engagement Event on 14.11.2013 in Preston to further develop its understanding of Supplier capabilities and to gain advice from the market about the maturity of its requirement in readiness for a procurement exercise. The precise terms and timetable for the procurement exercise will be determined following the market engagement.
The Market Engagement Event is a significant opportunity for Suppliers to provide input through interaction with the HMRC project team and Subject Matter Experts. The format of the event will consist of an initial briefing by the Senior Responsible Officer of the project, Andrew Farrar to all Suppliers who attend followed by a 1:1 opportunity with key HMRC personnel to explore themes relating to the challenges of delivering Tax Credit Error and Fraud interventions on behalf of HMRC.
HMRC welcomes innovative proposals from Suppliers and wishes to minimise any constraints to potential solutions. Tenderers may also wish to consider consortia or other collaborative means to bring together the best combination of Suppliers including Small and Medium Enterprises.
The Market Engagement Event will also introduce Suppliers to pre-contract award Security Accreditation and Assurance requirements, which will be considered as key criteria during tender evaluation. The type of information Suppliers will be asked to store or handle when providing an end to end tax credit intervention service on behalf of HMRC must be adequately protected. Suppliers will therefore be required to meet information security compliance and assurance requirements consistent with HM Government information security standards.
The sources of HM Government information security standards include the Baseline Control Set (based on ISO 27002) the HM Government Security Policy Framework, and additional guidance in Information Assurance Standards and Good Practice Guides. In some areas, these compliance requirements may require specific or additional controls beyond those already implemented by Suppliers. The Security Accreditation and Assurance process will involve a structured risk assessment with Suppliers providing evidence of implementation of controls to mitigate assessed risks of breaches of confidentiality, integrity and availability of information assets. This evidence will be reviewed by a Government Accreditor.
During the tender process, Suppliers will have to demonstrate to what extent they meet the Security Accreditation requirements. The detail and coverage of the evidence which HMRC will request over the course of the procurement process will be structured to provide an increasing level of confidence around security compliance as the process progresses.
The contracting authority will provide further information on the Security Accreditation requirements at the Market Engagement Event. This information will be presented in a way which is relevant and applicable to delivering tax credit error and fraud interventions on behalf of HMRC.
More information is available in the HM Government Security Policy Framework: https://www.gov.uk/government/publications/security-policy-framework. The contracting authority recognises that Suppliers are unlikely to be familiar with this government-focused process, and intends to guide Suppliers in understanding and navigating the process.
Event Registration:
To express an interest in attending the Error and Fraud Adding Capacity Market Engagement Event, please send an email entitled "Error and Fraud Adding Capacity Event” to containing the following information;
- Organisation Name and Address
- Contact Name of attendees (Restricted to 2 attendees)
- Contact E-mail Address
- Contact Telephone number
Please note:
Any Suppliers registering after 4.11.2013 will not be guaranteed a place at the Market Engagement Event and will be accommodated only on a reasonable endeavours basis.

Lots

This contract is divided into lots: no