Provision of flexible Benefits Administration Services and Platform

Ofcom has a requirement for the provision of an end-to-end flexible benefits administration service for up to five years from July 2027. As a minimum, the service must deliver the following:

1. SCHEME ADMINISTRATION

• Management of annual and open enrolment processes. Annual enrolment window currently held in November for benefits effective 1 January
• Management of in year enrolment for new starters and life events
• Timely and accurate monthly payroll deduction reporting in the agreed format in accordance with monthly processing timelines
• Timely and accurate monthly provider reporting of colleagues in the agreed format to benefit providers in order to provide a seamless service to colleagues for onward enrolment in relevant benefits at the correct choice level
• Communications functionality to inform colleagues on key process issues such as enrolment process
• 1st line query management from colleagues and Ofcom Team within pre-agreed SLA
• Build Benefit changes as and when required
• Communications with members regarding workflow of benefit choices
• Confirmation communication of benefit choices when confirmed
• Management of pension re-enrolment on a three yearly cycle

2. PLATFORM

• Maintenance of online benefit platform and all information held on it
• Helpdesk functionality and for registration and access issues on benefit platform if not SSO
• Cloud platform to enable colleagues select their benefits, and to find out information on each benefit
• Ofcom would want to understand platform capability in modelling cost effect of benefits selected including whether tax and NI implications can be shown
• Provide online Total Reward Statements
• Single Sign On capability
• Technical specification in line with Ofcom Security Requirements
• Ability for the platform to act as a single, central engagement hub for all Ofcom benefits and wellbeing offerings.

3. CUSTOMER SERVICES

• Responsive and proficient support service, with access to email / web queries and telephone helpdesk if required
• Supplier invests in maintaining a strong and effective partnership with Ofcom, with positive attitude to ensuring exemplary service
• Proactive
• Access to benefit reporting, detailed MI and analytics for Ofcom