PS/11/25 Core Counter Service Transactions

The award of a Single Supplier Framework Agreement for the Provision of “Front Office” counter-based services, and the award of the DVLA Initial Call Off Agreement for the provision of a number of face-to-face Front Office Counter Services transactions at a national network of outlets throughout the UK (Great Britain and Northern Ireland). The transaction types available through the Single Supplier Framework Agreement include, but are not limited to, the following:

• Capture and transmission of customer and transaction data
• Verification of transaction eligibility and applicant identity
• Processing customer record creation, update and changes of details requests
• Processing requests for duplicate / replacement documents
• Processing customer payments, and management of tokens of payment and receipts
• Processing refunds and reimbursements
• Secure stock distribution and storage
• Secure forwarding of documents to Authority premises and / or secure destruction of documents
• Capture of biometric information in support of transactions, which may include but is not limited to facial photograph, signature and fingerprints
• Provision of mobile and temporary static facilities for transaction processing
• Provision of customer reporting / check in points
• Provision of customer collection points

On the basis of current usage by DVLA; future policy and legislative developments affecting DVLA functions; and anticipated take-up by the Organisations listed above, the midpoint value of this Framework Agreement over 7 years is GBP 450m or GBP 650m if the contracting authority exercises the option to extend by a maximum of 3 years. The contract authority have utilised the extension period of 3 years and a further 6 months. This is not a guaranteed figure and the final value may be greater or less than this. Given the difficulty in predicting the extent to which categories of service and volumes of transactions may develop, it is not possible to provide a reliable indicative value range. The midpoint value figure stated is therefore a current best estimate. The transactions being provided to DVLA under the Initial Call Off Agreement are those in relation to driver licensing in Great Britain, and vehicle registration and Vehicle Excise Duty (VED) collection throughout the United Kingdom and include, although are not limited to, the following:

• Processing of vehicle licensing transactions and the collection of vehicle tax revenue, including the issue of cash equivalent tokens of payment (Vehicle Excise Duty (VED) disc) and processing of Statutory Off Road Notification (SORN) applications
• Issuing of duplicate VED discs and the provision of ancillary secure stock handling and management services
• Processing of driver licensing transactions including those transactions requiring customer biometric information capture, and the collection of associated fees, including;

o licence applications

o licence renewal

o licence replacement

o licence exchange

• Processing of digital tachograph card transactions requiring reading / updating of smart tachograph cards, and the collection of associated fees
• Collection and processing of counter service transaction payments, including the provision of payment recovery services for failed payments and the processing of refund or reimbursement applications and / or payments
• Verification of transaction eligibility, applicant identity and validity of supporting documentations as appropriate for counter service transactions, processing customer record creation and update within transactions, and the provision of ancillary secure processes, including secure document handling and management services.