Front End Services UK

The Home Office acting through UK Visas and Immigration (UKVI) is the Authority procuring the 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.

FES (UK) is expected to be available to customers from October 2018. The £91,000,000 value refers to a five year service duration, including a two year optional extension that may be required at the Authority's absolute discretion.

The services in the scope of this procurement fall into three main categories; Core Services • Biometric capture, • Identity check; and • Digitisation of supporting evidence. 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.

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.

The revenue generated by these AVS would in turn contribute to reducing the price payable by the Authority for the services provided under the contract. The AVS could offer additional convenience, comfort and assistance to customers and could include variations on delivery of Core Services.

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. 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 conduct remote interviews, should this servi