Front Office Counter Services 2

About

Crown Commercial Service sought a provider for a 'Front Office' counter-based service to handle face-to-face customer service transactions at a national network of outlets throughout the UK.

The transactions were to include completing or verifying paper-based documents such as passport applications and driving licences, digitally assisted service including support for citizens applying for government services using electronic devices, issuing government documentation/biometric IDs following validation of identity and application forms, checking paper application forms and submitting supporting documents, buying or topping up travel cards, updating Government databases with changes to citizen records, basic application check, collection of fee, and onward secure transmission of completed application, verification of applicant identity then processing applicant Customer Payment, processing of document application transactions requiring Biometric Image Collection, verification of authenticity of secure documents, secure transportation of original documents of value as part of application processes, secure return of documents to the issuing authority agency, secure central storage and distribution of high value documents to the contractor's outlets, secure storage of official documentation and supporting documents for customer collection, and digital transmission of data to issuing authority with provision for exceptions to be handled manually.

The intention was to permit the staff and/or technical infrastructure developed for this Framework Agreement to be used for other service delivery, subject to appropriate safeguards in respect of security, encryption, access rights and deliverability.

No contracts have been awarded.