Quality Assurance Service

The Money and Pensions Service is seeking to undertake a procurement exercise for the purpose of establishing a Quality Assurance Service across a wide range of services including regulated debt advice, pensions guidance, pensions freedoms and money guidance. The Supplier shall schedule, and subsequently administer an independent Quality Assurance service across all delivery channels for MaPS which will check that all service lines are meeting (as a minimum) the requirements of the FCA approved MaPS Standards. These channels can include but are not limited to; face to face provision, telephone, written communications including the use of web chat and digital provisions. The service will need to be designed to provide assurance that the frameworks being used by delivery partners whether internal or external are effective, robust and in line with contract expectations.