Data capture services

Tender description

This procurement is for delivery of Front End Services (FES) in the UK. On current forecasts, over 780 000 customers are expected to use FES (UK) each year to support their applications to either extend their stay, settle or to pursue British nationality. Services include an identity check, the capture of biometrics, digitisation of supporting evidence and secure submission of all data to the Authority. The FES (UK) Supplier will be required to provide all the premises, people, hardware and software to deliver these services as well as supporting integration with Authority systems in line with GDS standards. The Supplier will also be required to offer a range of optional and chargeable services that generate revenue. FES (UK) is expected to be available to customers from October 2018. The 91 000 000 GBP value quoted below refers to a five year service duration, including a two year optional extension that may be required at the Authority's absolute discretion. The Home Office acting through UK Visas and Immigration (UKVI) is the Authority procuring FES (UK). UKVI's strategic ambition for FES (UK) is to create a streamlined, digitised and accessible application service, whilst offering a choice for customers in how they experience that service and facilitate opportunities to generate revenue that align with customer demand. UKVI's ambition is to move, where appropriate, to a self-service, digital experience for all parts of the application process. UKVI believes that there is a role for a commercial supplier in achieving this ambition within the UK and particularly to diversify the offer, deliver efficiency and enhance the customer experience. The services in the scope of this procurement fall into three main categories: — core services, — priority services, and — added value services. These services will be contracted for a 3 year period with an option for the Authority to extend for up to 2 additional years. Core Services: — Biometric capture, — Identity check, and — Digitisation of supporting evidence. The FES (UK) Supplier will be required to provide the biometric capture hardware and software and transmit individuals' biometric data in a way that reconciles with the Authority systems. All identity documents and supporting evidence will be checked and digitised or electronically sourced and transmitted in a way that reconciles with Authority systems. The FES (UK) Supplier will be required to provide the digitisation or electronic sourcing solution and any hardware and software. The FES (UK) Supplier will undertake an identity check to confirm the customer has the same details and physical appearance as the identity document photo. The FES (UK) Supplier is encouraged to deliver a mixed economy and continue to innovatively develop solutions, as technology and customer behaviour evolves over the term. These may include mobile, on-demand and self-service solutions for any core services. Priority Services. The FES (UK) Supplier will be required to support UKVI Priority services that provide faster decision alternatives to the standard service. They will be required to identify Priority service customers and ensure service interaction is undertaken in line with UKVI defined timescales. Added Value Services. The FES (UK) Supplier will provide optional services which a customer may choose to purchase in addition to the Core services in order to supplement and/or enhance their experience (referred to as Added Value Services (AVS)). The FES (UK) Supplier will be expected to develop and continually evolve its range of AVS, through its knowledge of the market. Existing demand for such services, that may be related to or are in addition to but do not form part of the Core services, will be shared by the Authority. These AVS are expected to generate a revenue stream. The AVS could offer additional convenience, comfort and assistance to customers and could include variations on delivery of Core services as well as unrelated products or services that may otherwise suit the customer groups. The Authority expects the FES (UK) Supplier to ensure that any AVS provided should not comprise any age restricted or otherwise illegal or inappropriate services, nor any services that could be seen as or are detrimental to the reputation of the Authority. Safeguards must be implemented to ensure that customers are aware that the purchase of such AVS is not a mandatory requirement of the application process. Potential Future Services. Interviewing services, if required, would need to be facilitated for the customer through digital solutions by a FES (UK) Supplier. The FES (UK) Supplier would be expected to provide the premises, hardware and software required to ensure connectivity with Home Office systems to allow for Authority interviewers to remotely interview customers, should this service be required.