OFFICIAL RM4742 SB-3013 Provision of Photo Booths Appendix B – Statement of Requirements

APPENDIX B SERVICE DESCRIPTION Provision of Photo Booths for Her Majesty’s Passport Office Customers

CONTENTS

1. INTRODUCTION ...... 2 2. PURPOSE ...... 2 3. BACKGROUND TO THE AUTHORITY ...... 2 4. BACKGROUND TO REQUIREMENT/OVERVIEW OF REQUIREMENT ...... 3 5. SCOPE OF REQUIREMENT ...... 3 6. SERVICE LEVELS AND PERFORMANCE ...... 4 7. ADDITIONAL REQUIREMENTS ...... 4 8. LOCATION ...... 5 9. BUDGET ...... 5

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1. INTRODUCTION 1.1 Her Majesty’s Passport Office (HMPO) requires a concession contract for the provision of Photo Booth facilities at various establishments.

1.2 Photo booth facilities are provided at the public counters within each Area Processing Centre (, Durham, , , Newport and Globe House, Victoria, ) this enables customers to obtain on-site ‘approved passport’ photographs via our current supplier Photo-Me.

2. PURPOSE 2.1 The current contract for the provision of photo booths at all our HM Passport Office public counters was originally awarded in October 2008 and will now expire on 30 October 2014

2.2 In July 2013 legal advice was sought and it was agreed that this contract was classified as a Service Concession Agreement. It was also agreed to extend the contract for a further 12 months. The extension was agreed to allow consideration of future requirements; which would likely be aligned to the Government Digital Services agenda (GDS). An assessment of the options around HMPO’s introduction of a digital service and the emerging technological solutions is underway which may replace the current photo booth service; however at this stage it is agreed that the continuance of this service is required.

2.4 HMPO are now six weeks away from the expiry of the current contract and require a procurement to be undertaken at speed by CCS to ensure the continuance of this service.

2.5 In March 2014 HMPO submitted requirement to CCS to extend this concession agreement based on the legal standing provided for the previous extension as there was no change to requirements. CCS agreed, however, this was rejected by HO Commercial who mandated that a ‘zero tolerance’ exists and procurement exercise must be undertaken to ensure a new supplier/contract is in place from 01/11/2014.

3. BACKGROUND TO THE AUTHORITY 3.1 HM Passport Office is an of the . It is a customer focused organisation providing passports for British Citizens and passport verification services right across the UK and across the world. HM Passport Office also provides the system of civil registration, including births, stillbirths, adoptions, civil partnerships, marriages and deaths in England and Wales. It does this in partnership with a range of government departments and authorities who provide the service directly to their local community.

3.2 HM Passport Office Operations Directorate is responsible for the day to day delivery of services to customers and issues approximately six million passports per year to customers both in the UK and to British nationals living abroad.

3.3 The Agency changed its name earlier during 2013. It was previously called Identity and Passport Service.

3.4 In terms of its UK operation, HM Passport Office operates three Area Processing Centres (APCs), four Customer Service Centres (CSCs) together with a network of thirty-three Customer Services Offices (CSOs). The APCs mainly deal with the

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processing and issue of postal applications for passports. The CSCs and CSOs deal with customers on a face-to-face basis.

3.5 HMPO no longer have the commercial authority and all procurement and contract extension must be undertaken by CCS or Home Office Commercial. HMPO Senior Management Team (SMT) has agreed that this service continues to be required for a minimum of 3yrs (1+1+1) with a break clause subject to the outcome of research in relation to a digital solution to capture customer images.

3.6 HMPO require one supplier and a contract tenure of 3 (three) years (1+1+1).

4. BACKGROUND TO REQUIREMENT/OVERVIEW OF REQUIREMENT 4.1 HMPO require contract tenure of 3 (three) years (1+1+1), during this time it is likely that any digital solution to capture customer images will be investigated in full.

4.2 The successful supplier will be required to supply all equipment, consumables, technical support, maintenance and management for twelve (12) Photo Booths installed at various locations and as described within this Appendix B – Statement of Requirement.

5. SCOPE OF REQUIREMENT 5.1 The following offices require photo booths: One photo booth required at , Durham, Glasgow, Liverpool, and Peterborough. Newport x 2 booths. Globe House, Victoria, London x 5 booths. Total 12. 6.1 .each booth shall:  Provide at least 2 identical photo’s  Strong definition between face and background (plain cream or plain light-grey background)  Be in colour on plain white photographic paper, low gloss.  Photo size 45 mm high x 35mm wide  Show subjects head and shoulders with head size (crown to chin) being no more than 34mm and no less than 29mm.  Satisfy essential safety requirements for children  Be free of ‘wet print’ processes that utilise chemicals  Adhere to HMPO published standards WWW.GOV.UK/PHOTOS-FOR-PASSPORTS  Photos produced will be scanned by the HMPO Application Management System (AMS) at 300dpi and should result in images where the pixel count between the centre eye points is greater than 80. This equates to roughly a minimum of 6.8mm between the eyes. (This list is not exhaustive and HMPO reserves the rights to change and amend this list at its own discretion)  DDA compliance is required to ensure that individuals to be able to operate the equipment independently with dignity and respect without causing embarrassment or harm. Also meet safety requirements for children.  A choice of photo booths must be available aligned to the current DDA legislation to accommodate wheelchair access, manual dexterity disabilities, simple easy to use

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functions, graphics and text to meet requirements of customer with visual impairments  Flash facilities must not cause harm or consequence to people with epilepsy or visual sensitivities.  Seat should accommodate both tall and short people to avoid embarrassment.  Instructions must be accessible to people who cannot see.  A choice of booths should be available to provide a choice of both or combined cash and bank card transaction. (Merchant bank facilities)

6. SERVICE LEVELS AND PERFORMANCE 6.1 The Authority will measure the quality of the Supplier’s delivery by: 6.1.1 Quarterly reviews as required by HM Passport Office. 6.1.2 Per site: MI to cover maintenance call outs, repairs, spare parts and consumables will be provided by the supplier without charge to HM Passport Office. 6.1.3 Per site: Generate MI on usage, turnover/charges, commission per booth, refund, and breakdown. 6.1.4 Availability Report showing uptime and Mean Time between Failure (MTBF) 6.1.5 Service response reports. 6.1.6 Supplier to provide customer hot-line service. Calls and response times logged. Response to on-site calls within 48hrs 7 days a week. Aligned to HMPO Public Counter opening hours. Response calls calculated from the time the call raised to arrival on site. 6.1.7 Weekly cash collections. 6.1.8 Customer satisfaction rate 98% derived from a refund rate of less than 2% gross turnover. 6.1.9 Ad hoc reports as requested by HM Passport Office. 7. ADDITIONAL REQUIREMENTS 6.2 The following to be supplied by the supplier free of charge:  Equipment  Routine service visits  All preventative maintenance  Repairs  Spares  Cash collection - weekly  Cleaning – monthly  PAT Test - annually  Advertising  Monthly reports as required

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 Customer service Hot Line and refunds  All logistics and equipment movements  Consumables  On-site response to all customer calls regardless of cause  Monthly commission payments one month in arrears  Self billing invoices to HO Shared Service

8. LOCATION 6.3 The location of the Services will be carried out at the following HMPO sites:

 Belfast, Glasgow, Durham, Peterborough, Liverpool, Newport & London (Victoria).

Security requirements – Access by engineers is to public areas only, however any visit would require to be notified in advance to alert HMPO and Security.

The following will be provided free of charge by HM Passport Office:

 Floor space,

 24hr power to operate the equipment

 Calls to the supplier call centre as soon as HM PASSPORT Office staff are aware of a problem with any Photo booth equipment.

9. BUDGET 6.4 This is a concession agreement and is provided at Nil cost to HM Passport office. 6.5 The Supplier will pay to HM Passport Office net monthly revenue from Goods (subject to the type of booth and also after deducting VAT and any customer refunds) 6.6 Commission should be paid on a monthly basis (in arrears) to the agreed Transactional Finance Team.

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