Provision Of Prepaid Cards For Social Care
REQUEST FOR QUOTATION
FOR
PREPAID CARDS FOR SOCIAL CARE
Instructions for the Preparation and Submission of Quotations
Introduction and General Instructions
1. North Lincolnshire Council (the council) is looking to enter into a contract for the provision of prepaid cards for social care services as described in the attached documentation and invites you to submit a quotation.
2. It is important that you read these instructions carefully. We may reject your quotation if you do not comply with the requirements.
3. The council may change these instructions. But we will notify you if this happens.
4. If you do not wish to submit a quotation then please decline participation via the YORtender system (http://www.yortender.co.uk).
5. The council will disqualify you if you collude or attempt to collude with any elected member or officer of the council to influence the award of the contract.
6. The following documents comprise this Request for Quotation:
· Instructions for the preparation and submission of quotations
· Specification
· Quotation Reply Forms:
· Reply Form 1 - Form of Quotation
· Reply Form 2 - Pricing Schedule
· Reply Form 3 - Supplier Questionnaire
· Terms and Conditions
7. All documents making up this Request for Quotation belong to the council. You may only use them to help you prepare your quotation or perform the contract if you are successful.
8. You must sign and return the Form of Quotation (Reply Form 1) unqualified to confirm that all Terms and Conditions and any variations specified by the council have been understood and accepted. The council may reject your quotation if you do not accept the Terms and Conditions.
9. The Form of Quotation must not be amended. It should be completed, signed and returned with your Quotation. The council will consider the typing of your name and electronic lodgement of documents on the YORtender system as significant signage within these circumstances.
10. Respondents must not reveal to anyone, not even approximately, what their quoted price is or will be. The only exception is if you need professional services or advice in order to complete your quotation.
11. You are welcome to include any additional information in your quotation, provided it is relevant and clearly indexed.
12. Any estimated quantities given in this Request for Quotation are provided in good faith. Actual purchase orders issued may be for quantities that are higher or lower than the estimates provided. If you are successful, you must supply these quantities at the prices stated in your quotation.
YORtender
13. The completed quotation must be returned, together with supporting documents, no later than 1st August 2014 at 12:00noon on the Council’s YORtender system (http://www.yortender.co.uk).
14. If you have difficulties accessing the Council’s YORtender system then please contact The Strategic Procurement Unit on 01724 296140.
15. Soft copy (i.e. electronic) quotations will automatically be receipted upon a successful lodgement via the Council’s YORtender system (http://www.yortender.co.uk).
16. The council will not accept quotations made by telephone, facsimile or electronic mail.
17. All enquiries concerning this request for quotation should be submitted via Council’s YORtender system (http://www.yortender.co.uk).
18. The council will answer all enquiries via Council’s YORtender system (http://www.yortender.co.uk). We will keep the source of any questions confidential and will circulate all questions and answers to all suppliers registered for information.
19. All respondents will be informed as to the outcome of their application. The council anticipates being in a position to do this by 22nd August 2014.
20. You are required to submit the following information with your quotation, otherwise it may be disqualified:
· Completed and signed ‘Form of Quotation’ (Quotation Reply Form 1)
· Completed and signed ‘Pricing Schedule’ (Quotation Reply Form 2)
· Completed and signed ‘Questionnaire for Respondents’ (Quotation Reply Form 3)
BASIS FOR AWARD
21. The contract will be awarded to the respondent submitting the lowest compliant quotation. In this context ‘compliant’ means the ability to meet all of the council’s stated requirements.
22. The council does not bind itself to accepting the lowest or any quotation and reserves the right to terminate the procurement process at any time prior to award without compensation.
23. Respondents should note that the council regards the evaluation of quotations as a continuous process up to the point of award. Due consideration will be given to any relevant factors that come to light during this process and further information may be sought at any time including, but not limited to, references, call to interview and site visits. In the event of an unsatisfactory finding at any stage in the evaluation process the councils reserve the right to disqualify the respondent concerned from the competition without compensation.
Quotation Price and Payment Terms
24. Respondents must be priced in accordance with requirements specified in the ‘Instructions to the Pricing Schedules’ and must be held fixed and firm for 12 months.
Notification of Award
25. It is anticipated that the evaluation of quotations will be completed by 15th August 2014. It is hoped that this will lead to a decision being announced by 22nd August 2014.
Indicative Procurement Timetable
Action / DateDeadline for the submission of Quotations / Noon 1st August 2014
Quotation Evaluation Complete / Date 15th August 2014
Award of Contract / Date 22nd August 2014
Commencement of Contract / Date 1st September 2014
Whistle Blowers Charter
26. North Lincolnshire Council is committed to the highest possible standards of openness, probity and accountability. In line with that commitment, the council has a Counter Fraud Strategy and Whistle-blowers’ Charter. Employees, elected members, members of the public, suppliers/tenderers and their employees or sub-contractors are encouraged to voice any concerns regarding something that:
· Is unlawful.
· Is against council’s Standing Orders or policies.
· Falls below established standards or practices.
· Results in waste or loss to the council.
· Amounts to improper conduct/unacceptable behaviour
27. The council encourages and enables serious concerns to be raised on a confidential basis and without fear of reprisals. A copy of its Counter Fraud Strategy and Whistle-blowers’ Charter can be accessed at: http://www.northlincs.gov.uk/northlincs/councilanddemocracy/finances/fraud .
28. Suppliers/Tenderers and their employees or sub-contractors are encouraged to acquaint themselves with the implications of the charter.
PROVISION OF PREPAID CARDS FOR SOCIAL CARE
SPECIFICATION
1 Background
1.1 North Lincolnshire Council is inviting responses from providers for the three-year contract for the provision of Prepaid Cards to manage cash disbursements (options to extend the contract for a further two years on a year-by-year basis).
1.2 The selected provider will be expected to provide an off the shelf prepaid card solution, which will deliver:
· Transparency of public finances
· Improved processes
· Reduced costs
· Put people first through inclusion
· Directly affect the “Personalisation Agenda”
1.3 Initial intentions are that within social care the reloadable prepaid cards will be used in the following scenarios:-
Scenario / Possible numbers per annumBy service users (or their representative) who in receipt of a Cash Personal Budget (paid as a Direct Payment) and who self purchase products and services to meet their agreed care and support needs, / 400
By care providers who hold a provider managed budget (paid as a Direct Payment) on behalf of a service user who provides or purchases products and services to meet the persons agreed care and support needs, / 300
To enable the council to make funds available to people for whom it is the DWP appointee or Office of Public Guardian deputy. / 30
To manage regular petty cash transactions by council staff (e.g. Supermarket purchases not covered by council contract). / 10
The initial roll out does not include the use of non-reloadable prepaid cards but these may be used for other small cash payments to customers, and other ad hoc needs.
2 Requirements
Detailed in the separate document. “Specification Questionnaire Provision Of Prepaid Cards For Social Care – North Lincolnshire Council”
3 Promotion
3.1 The Contractor shall assist in promoting the service as follows:
· Have an account management team to assist in the planning and management of the introduction of the service and on-going operation...
· Assist in the development of services for council, including making presentations and providing checklists and sample procedures and reports.
· Provide appropriate levels of training and support to staff in relation to use of the Card and operation of Accounts.
· Carry out such other promotional activities as may from time to time be agreed with the council and the Contractor.
4 Innovation / Added Value
4.1 Bidders should provide details in Additional Information of any innovative solutions or improved / value added services relating to the contract that are anticipated to become available during the life of the contract and should make a commitment to keep the council up to date with any future developments.
5 Supplier Engagement
5.1 Bidders are asked to give details in Additional Information of their approach to supplier / merchant engagement / recruitment, in particular with reference to SME’s. Bidders should include the size and scope of their merchant base.
5.2 The council shall have the ability to request new merchants to be added to the Contractor’s merchant base as and when required at no cost to the council.
6 Pricing
6.1 Bidders must complete the Pricing Schedule set out in Reply Form 2: Pricing Schedule.
6.2 All Prices shall be stated in pounds sterling and exclusive of VAT.
6.3 Any set up or other one-off costs must be fully detailed.
6.4 Bidders should detail any volume-based discounts offered in the pricing schedule.
6.5 Prices shall not increase during the period of the contract which is 36 months commencing 1st September 2014.
7 Contract Management and Performance Monitoring
7.1 The council will undertake regular contract monitoring to ensure contract standards are met, evaluate contractor performance and consider areas for improvement.
7.2 Contractor monitoring/review meetings will take place as agreed throughout the Contract period. The meetings will include representatives from the successful Contractor(s), Sub Contractor(s), Procurement Officers and representatives from services. The following will be discussed but not limited to:-
· Monthly statistics
· Any improvements to the Contract and the quality of service
· Changes in personnel, method of operation etc
· Added value proposals
· Management premium payments
· KPIs
7.3 The Contractor will be required to provide quarterly reports on key performance indicators which shall include but not be limited to the following:
· Card Issue/Re-issue (for existing Accounts) - 100% of new Cards shall be issued and dispatched within five Business Days of receipt of a correctly completed application. 100% of replacement Cards shall be issued within five Business Days of receipt of an authorised request.
· Telephone Responses - 80% of calls to the Help Line shall be answered by a customer services representative within 20 seconds.
· Telephone support Lost Call Rate - Lost or abandoned calls shall be less than 3% of calls made to the Help Line.
· Account Queries - Queries which cannot be answered immediately will be followed up with attempts to resolve the query within 48 hours. A resolution will be proposed within two Business Days and if not resolved within 10 Business Days, the query will be escalated in accordance with the Contractor's standard procedures.
· 80% of queries sent by letter shall be answered within 3 Business Days of receipt
7.4 If the Contractor fails to attain the relevant performance standards within the specification it will:
· Provide additional resources, at no cost to the council, to bring the service up to the required standard; and
· Within 10 Business Days of the end of the relevant month produce a draft recovery plan specifying the remedial action, which in the Contractors reasonable opinion is required to rectify the relevant failure(s) and a suggested timetable for its implementation. A copy of the recovery plan shall be delivered to the council.
· The Contractor shall implement the recovery plan and shall be responsible for all costs and expenses incurred in the implementation of the recovery plan.
· Agree to pay for any reasonable expenses that a council incurs in rectifying any service shortcomings.
7.5 KPIs will be monitored on a six monthly basis and reviewed at the appropriate review meetings. Acceptable service levels for additional KPIs will be agreed following the commencement of the contract. Failure to perform to the agreed service levels may result in termination of the contract.
8 Fund Insurance
8.1 Bidders are asked to state in Reply Form 2: Pricing Schedule to what level funds held on behalf of the council in funding accounts and on prepaid cards are insured.
9 Data Protection
9.1 The Contractor shall comply with any notification requirements under the Data Protection Act 1998 (“DPA”) and both Parties will duly observe all their obligations under the DPA which arise in connection with the Contract and these Conditions.
9.2 Notwithstanding the general obligation in this clause, where the Contractor is processing personal data (as defined by the DPA) as a data processor for the council (as defined by the DPA) the Contractor shall ensure that it has in place appropriate technical and contractual measures to ensure the security of the personal data and to guard against unauthorised or unlawful processing of the personal data and against accidental loss or destruction of, or damage to, the personal data, as required under the Seventh Data Protection Principle in Schedule 1 to the DPA; and
9.2.1 Provide the council with such information as the council may reasonably require to satisfy itself that the Contractor is complying with its obligations under the DPA;
9.2.2 promptly notify the council of any breach of the security measures required to be put in place pursuant to this clause; and
9.2.3 Ensure that it does not knowingly or negligently do or omit to do anything that places the council in breach of the council’s obligations under the DPA.
9.3 The Contractor shall indemnify the council and keep the council indemnified against all claims, actions, demands, proceedings, damages, costs, charges and expenses whatsoever arising in respect of a breach by the contractor of this clause