Helpdesk and support services

Tender description

UK Shared Business Services Ltd (UKSBS) on behalf of the Department for Business, Energy and Industrial Strategy (BEIS) are considering procuring a range of business support services for primarily Small and Medium Enterprises (SMEs) in England, consisting of the following: — a multi-channel business support service through which businesses can access bespoke advice (this will include advice via telephone and digital channels including web-chat, e-mail and social media, but not face-to-face support), — a database (“Knowledge Bank”) of business support schemes and advice in England to support service delivery, service delivery by partners, and content for online business support tools. The services are an integral part of the Government’s vision for business support as set out in the Industrial Strategy (www.gov.uk/government/publications/industrial-strategy-building-a-britain-fit-for-the-future, p90). This PIN is being issued for information only. UK Shared Business Services Ltd. (UKSBS) on behalf of the Department for Business, Energy and Industrial Strategy (BEIS) are considering procuring a range of business support services for primarily Small and Medium Enterprises (SMEs) in England, consisting of the following: — a multi-channel business support service through which businesses can access bespoke advice (this will include advice via telephone and digital channels including web-chat, e-mail and social media, but not face-to- face support), — a database (“Knowledge Bank”) of business support schemes and advice in England to support service delivery, service delivery by partners, and content for online business support tools. The services are an integral part of the Government’s vision for business support as set out in the Industrial Strategy (www.gov.uk/government/publications/industrial-strategy-building-a-britain-fit-for-the-future, p90). This PIN is being issued for information only. Small businesses that seek advice and support are more likely to grow, and the majority of businesses that do take advice say it adds value. The services will play a key role in handling business support queries, which range from routine business related questions requiring simple diagnosis and sign posting to sources of support to more complex enquiries requiring a high level of specialist advice from qualified business support advisers with expert knowledge. The service will support Government as a channel for sharing information and a potential channel for emergency response support to business. It will work closely with partner “client” organisations, projects and schemes, nationally and locally (including but not limited to Other Government Departments, Local Enterprise Partnerships, Growth Hubs, and other business support providers) to provide a holistic business support offer to pre-starts, start-ups and existing SMEs across all sectors. The service will aim to build on its reputation as a source of expertise for pre-starts and start-ups. The successful supplier will be encouraged to maximise the use of lower cost digital contact channels. The estimated total value of the opportunity is anticipated to be 8 350 000 GBP (exclusive of VAT). The initial contract value including mobilisation and an anticipated initial contract term of 2 years is estimated at up to 4 350 000 GBP including mobilisation costs (up to 2 000 000 GBP per annum excluding mobilisation costs). The supplier is expected to commence the mobilisation of the service no later than 1.1.2020 and to complete the mobilisation by 31.3.2020. Eligible mobilisation costs will be subject to a limit of 350 000 GBP. Full service delivery is expected to commence on 1.4.2020 (following the mobilisation). There are potential options to extend the contract on an annual basis for up to 2 further years (up to 2 000 000 GBP per annum) to 2024. It is anticipated that this will be a 2 year agreement effective from 1.4.2020. The option to extend on an annual basis for up to 2 further years is subject to additional financial authority. Please note: For the avoidance of doubt, this notice is not a call for competition; a Contract Notice will be issued as a call for competition. BEIS reserves the position not to award a contract.