HULL CITY COUNCIL
Invitation to Tender (Part 1)
Transportation of the Deceased on behalf
of Her Majesty’s Coroner
for the Hull and East Riding District
YORtender Ref.
YORE-9FZPHK
Deadline for tender submission:
Tuesday 6th May 2014 @ 12.00 NOON
SECTION 1. Instructions to Tenders
General
1.1 Kingston upon Hull City Council (HCC)
Hull is a unitary authority and so provides all local government services within
the city boundaries. The Council follows a Leader and Cabinet model with a ten
member Cabinet. Members of the Cabinet are called portfolio holders and each
portfolio covers an area of activity that the cabinet member has a special
responsibility for.
The Council carries out its duties under the direction of a Corporate Strategy
Team representing five directorates:

Adult, Children and Family Services

City Services

Regeneration and Partnerships

Resources and City Treasurer

Public Health
Advice services are within the City Services directorate and the Customer
Services service area.
Hull City Council has a strong commitment to the joint strategic development of
legal advice services and a track record of working in partnership with other
funders and local advice providers to deliver this.
1.2 Background Information
Under the Coroners and Justice Act 2009, local Funeral Directors currently
provide the services of deceased patient transfers and collections within the HM
Coroner District of Hull and East Riding of Yorkshire. The deceased patients
include sudden deaths at private residences, nursing homes, public and
secluded spaces etc and additionally the transport of deceased patients from
Hospital mortuaries Hull and East Yorkshire, and those that require post mortem
at Mortuaries around the country.
Under the Coroners Act 2008 the Council has a duty to provide this function and
in providing this must ensure best value in the expenditure of public funds and
adherence to the charter for coroner’s services.
The system will be operated by Humberside Police under instruction from HM
Coroner for Hull and the East Riding. The contract will be managed by Hull City
Council.
2. Scope of Requirement
2.1 Hull City Council invites bids from organisations that are able to provide
appropriate transportation to the standards required by this specification, to
provide transportation for approximately 1000 patients within each financial
year. The contract will be for three years, with an option to extend for up to a
further year. This contract may be awarded to one or more suppliers.
2.2
The contracted provider(s) will be required to have suitable transportation
equipment and vehicle provision to carry up to four deceased patients at one
time with adequate staff resources to meet the service specification listed in ITT
PART 1 Section 2.
2.3
The contracted provider(s) will also have access to refrigerated storage
available for use by the HM Coroner, transferring only those that require post
mortem to the Mortuary Facility on the Hull Royal Infirmary Hospital site.
2.4 The contracted provider(s) must be prepared to allow the family nominated
Funeral Director or their representatives onto their business premises to collect
the deceased when permission has been granted by the Coroner should the
patient not require a post mortem.
2.5 Please note that the Council also reserves the right to inspect the premises of
the successful provider(s) at any time during the contract period, upon first
giving reasonable notice.
2.6 The service must be available 24 hours each day, 7 days per week, including
bank and public holidays.
2.7 This contract is split into 4 LOTS, organisations may bid for 1 or more LOTS if
they wish to do so.
3. Evaluation
3.1
Evaluation Requirements
The first step will be to check that the tender response is compliant in that all
mandatory and discretionary questions have been answered. If any mandatory
question is considered to be a fail your tender will be eliminated. If any
discretionary question is considered to be a fail your tender may be eliminated.
The second step will be evaluation of each element of your response to the
questions in the qualitative section. Bidders will then be scored against all
questions to determine a final qualitative score. If any responses score in total
30 points or less within the quality scoring section, the bid will be rejected from
the process for not sufficiently meeting the qualitative requirements of the
Council.
Section 1
ITT Part 2 Mandatory Questions
Form B
ITT Part 2 Discretionary Questions
Form C
Form D
Section 2
ITT Part 2 Scoring Questions
Section 3
Price
The Council will select the most economically advantageous tender or tenders using
the following price: quality ratios:-
60% Price: 40% Quality
3.2 The Quality score will consider the following principal factors;
Evaluation Criteria
Weighting (%)
Technical Specification
%
Technical Capacity & Capability/Social Value
37%
Contract Management
3%
Your responses to the scored Quality questions will be assessed based on the
score mechanism shown below:Table 1 – QUALITY ASSESSMENT SCALE
Areas for consideration:
 How well does the Tenderer’s response meets the Council’s
Requirements
 How well does the Tenderer’s response demonstrate a satisfactory
understanding of requirements
 Is the Tenderer’s response supported by a good standard of evidence
Assessor
Score
5
Significant assurance
supported by a robust,
comprehensive Tender
without any errors /
omissions
Rating
excellent
Description
Response fully
satisfactory in all
areas
Table 1 – QUALITY ASSESSMENT SCALE
Areas for consideration:
 How well does the Tenderer’s response meets the Council’s
Requirements
 How well does the Tenderer’s response demonstrate a satisfactory
understanding of requirements
 Is the Tenderer’s response supported by a good standard of evidence
Assessor
Score
4
Demonstrates overall
ability to deliver the
requirements with no
cause for concern
3
Demonstrates ability to
deliver in most aspects
but doesn't quite meet
the criteria for a 'good'
score.
2
Demonstrates ability to
deliver but has a number
of omissions which
preclude a higher score
1
Fails to demonstrate
overall ability to deliver
the Services to an
adequate level
0
Significant shortcomings
which raise major
concerns for the Council
Rating
Description
good
High standard but falls
just short of standard
for maximum score of
5.
satisfactory
Acceptable standard,
although may be
some minor
reservations
fair
Significant reservation
in one area only but
not sufficient to
warrant rejection for
the criterion in
isolation
Significant
reservation(s) in two
areas only but not
sufficient to warrant
rejection for the
criterion in isolation
Significant
reservations in all
three areas. Very poor
standard sufficient to
warrant rejection in
isolation
poor
very poor
Where an ‘unacceptable response’ is given, such that a zero score is recorded,
then that tender is likely to be excluded from any further consideration. For any
tenders so excluded, the relevant price will also be excluded from the evaluation.
3.3 The price score will consider the following factors:-
Tenderers are required to complete the Pricing Schedule which can be found
within the ITT Part 2 document, at Section 3.
Price scores will be calculated based on the lowest fixed price submitted by
tenderers for the full contract period, including the option to extend period. The
tenderer with the lowest fixed price will be awarded the full amount available
(60%) with the remaining tenderers gaining pro rata scores in relation to how
much higher their fixed price is when compared to the lowest.
The lowest price tender will be awarded the highest score for the pricing element
of the evaluation.
4. General Instructions
4.1 It is essential to observe and comply with the following instructions in the
preparation and submission of your Tender documentation (“Tender Return”).
Kingston upon Hull City Council (“the Council”) reserves the right to reject a
Tender Return that does not fully comply with these instructions.
4.2 Notwithstanding the fact that the Council has invited you to tender for the
Contract, the Council makes no representations regarding your financial stability,
technical competence or ability in any way to carry out the Contract.
4.3 The Tender Return must be provided in English.
4.4 It is the Tenderer’s responsibility to ensure that all the documents listed in the
Tender Documentation have been submitted on time and are complete in all
respects. Once a tender has been awarded no allowance can be made for any
errors, omissions or misjudgements in tendering.
4.5 Bids are deemed to be inclusive of all overheads and are exclusive of VAT.
4.6 Before you complete the tender please ensure that you understand clearly what
the Council’s requirements are in relation to both the price and quality aspects of
the Contract and its duration.
4.7 Once the tender deadline has passed, you will not have the opportunity to alter
the contents of your tender. Should your organisation subsequently be awarded
the contract, the contract will be in force for the full contract period and you will
not be able to withdraw from the arrangement without risking legal liability for
breach of contract.
5 Confidentiality
5.1 The Tenderer shall treat the Tender Documentation as private and confidential.
5.2 The Tenderer shall not disclose either:5.2.1
the fact that they have been invited to tender or release details of the
Contract; or
5.2.2
details of their Tender Return in whole or in part prior to the award of the
Contract by the Council or on receipt of notification that the Tender
Return has not been accepted as the case may be, other than on an “in
confidence” basis to those who have a legitimate need to know or whom
they need to consult for the purpose of preparing the Tender Return.
6
Freedom of Information Act 2000
6.1
The Freedom of Information Act 2000 (FOIA) gives a right of access by any
person (including companies) to information held by the Council, which could
include information relating to or submitted as part of a tendering process.
Certain information may be exempt on the grounds of confidentiality or
commercial sensitivity.
6.2
The Council encourages all Tenderers to visit the Information Commissioners
website at www.informationcommissioner.gov.uk for further information on the
FOIA and its effect on public authorities and contracted providers in relation to
the disclosure of information in respect of public sector tendering and
contracts specifically to access Awareness Guidance Document No. 2
(Confidential Information) and Awareness Guidance Document No. 5
(Commercial Interests) on the application of the exemptions from disclosure
under the FOIA.
6.3
Tenderers should indicate, by way of completing the Freedom of Information
Schedule in Part 2 of the ITT documentation, with supporting reasons, the
parts of their Tender Return which the Tenderer considers are commercially
sensitive and/or confidential should a Freedom of Information (FOI) request
be received by the Council. Tenderers are required to complete all sections
of the Freedom of Information Schedule and return it as part of their Tender
Return.
6.4
The Council, in order to preserve the integrity of the tendering process and to
respect the commercial and competitive positions of Tenderers, will
endeavour to treat details of Tender Returns marked as confidential and
commercially sensitive at least until the contract has been awarded to the
successful contracted provider. In the event that the Council receives an FOI
request and considers the information is not covered by an exemption, or
there is a greater public interest in disclosure then the Council must disclose
the information in order to comply with the requirements of the Freedom of
Information Act 200.
6.5
The Council, apart from complying with its legal obligations in relation to
disclosure of information as part of the tender debriefing process, will where
contracts are awarded on the basis of the most economically advantageous
basis Tender Return provide an objective assessment of the comparative
strengths and weaknesses having due regard to commercial sensitivity.
7.
Decline or Inability to Return
7.1
If for any reason the Tenderer is unable to submit a Tender Return or wishes
to decline, the Tenderer should do so by selecting the relevant option via the
YORtender website.
8.
Qualified Tenders
8.1
Tender Returns must not be qualified and must be submitted strictly in
accordance with the Tender Documentation.
The Tender Return must
comprise the documents specified in Part 2 of the ITT. Tender Returns must
not be accompanied by statements that could be construed as rendering the
Tender Return equivocal and/or placing it on a different footing from other
Tender Returns. Only Tender Returns submitted without a qualification and
strictly in accordance with the Tender Documentation as issued (or
subsequently amended by the Council) will be accepted for consideration.
The Council’s decision on whether or not a Tender Return is acceptable will
be final and the Tenderer concerned will not be consulted. Qualified tenders
will be excluded from further consideration and the Tenderer notified unless
otherwise provided by law.
9.
Tender Queries
9.1
All queries regarding the Tender which may have a bearing on the offer to be
made should be made by selecting the relevant option via the YORtender
website.
9.2
Queries must be received at least 3 calendar days before the due date for
return of Tenders. All queries will be responded to and if relevant, answers to
Tender queries will be circulated to all Tenderers.
10
Tender Returns
10.1
Tender Returns must be made via the YORtender website.
The Council
cautions that no tender will be available for consideration unless it is received
no later than the Deadline clearly marked on the front page of this
Invitation to Tender documentation or any subsequent extended
deadline communicated to all Tenderers via the YORtender.. website.
10.2
Late tenders, for whatever reason, will not be accepted. Please
allow
yourself adequate time to submit your documents onto the YORtender
website.
Manual Tender Return submission will not be accepted, with the exception of
drawings or other supporting documentation (e.g. compact discs) which
cannot possibly be sent electronically or deemed to be required in this format
by the Council.
10.3 It is the Tenderer’s responsibility to ensure that all of their Tender Return has
been successfully uploaded onto the YORtender website. Each document
submitted will be given a receipt which will be clearly displayed on screen.
Tenderers are advised to contact Hull City Council’s Call Centre (on 01482
300301) where assistance is required.
10.4
Unless otherwise specified, no other documentation should be sent with your
Tender Return. Any additional documentation may invalidate your Tender
Return.
10.5 All Tender Returns must be compatible with Microsoft Office 2002 as this is
the software that will be used to view the submitted documentation.
10.6 All Tender Return document titles should be sequentially numbered to ensure
that they appear in the required order.
10.7 Tender Returns must be completed and where necessary signed and dated
by the Tenderer. Electronic signatures will be accepted. All Tenderers will be
informed of the extension of time via YORtender if and when this becomes
operational.
10.8 Where the YORtender website becomes globally unavailable the Tender
Return submission deadline will be extended to cover the additional time lost.
10.9 While submitted Tender Returns will be treated in the strictest confidence the
Tenderer should be aware that they may be made available to Trading
Standards Departments, the Office of Fair Trading and other appropriate
regulators (as the case may be).
11
Tender Clarifications
11.1 Clarification on any part of a Tender Return may be sought during the
evaluation period, where questions may be asked of individual tenderers.
Following evaluation of tenders, tenderers may be contacted by the Council to
provide further clarification of any aspects of their tender submission. This
clarification will involve the Council seeking further information on the tender
already submitted. No new information may be requested by either party
during this clarification process
11.2 Tender clarification may take place via telephone, e-mail or face to face
meetings at the Council’s premises, following which tenderers’ clarifications
responses must be confirmed in writing.
12
Amendments to Tenders Prior to the Due Date
12.1
At any time after the issue of the Tender Documentation and before the
closing date for the submission of Tender Returns, the Council reserves the
right to issue Tender Amendments detailing any changes to the Tender
Documentation or tender process. Tenderers must take these amendments
into account in the preparation of their Tender Return submission.
12.2
Tenderers must not make any unauthorised alteration or addition to any
Tender Documentation.
12.3
In the event that discrepancies are discovered within the Tender
Documentation, the Tenderer should notify the Contract Manager using the
relevant option via the YORtender website.
13
Acceptance Period
13.1
The Tender Return will be deemed to remain open for acceptance or nonacceptance for not less than 90 days from the tender submission. The Council
may accept the Tender Return at any time within this prescribed period. The
Council shall, however, not be bound to accept the lowest or any Tender
Return.
13.2
If the Council has not accepted the Tender Return within the specified period
then the Tender Return shall remain in force without variation, but the
Tenderer may at any time thereafter give notice in writing (“a Notice”) to the
Council to accept the same.
13.3
Delivery of a Notice must be made by hand or by registered post or post with
recorded delivery.
13.4 Upon service of a Notice the Council shall have 7 days within which to accept
the Tender Return (not including the day of service) or the Tender Return will
be deemed to have been withdrawn. In any event, the Tenderer shall not
withdraw the Tender Return except in the manner provided under this
paragraph 9.
14
Sufficiency and Accuracy of Tender
14.1
Tenderers will be deemed to have examined all the documents enclosed and
by their own independent observations and enquiries will be held to have fully
informed themselves as to all matters relating to the scope of the work to be
carried out in their resulting Tender Return.
14.2
Tenderers are reminded to check the accuracy of their Tender Return prior to
submission thereof.
14.3
If the Council suspects that there has been an error in the pricing of the Form
of Tender and/or Schedule of Prices, the Council reserves the right to seek
such clarification as it considers necessary from the Tenderer only.
14.4 The Council reserves the right to disqualify incomplete Tender Returns.
14.5
Tenderers shall familiarise themselves with all regulations, statutes and all
other factors that may affect their Tender Return.
15
Incurred Expenses
15.1 The Council shall not be responsible for, or pay any losses or expenses which
may be incurred by the Tenderer in the preparation and submission of their
Tender Return, including (but not limited to) the attendance at any pre or post
tender meetings, the delivery of any presentations by the Tenderer to the
Council in relation to their proposal, site visits or other negotiations.
15.2
The Council will not accept claims for additional charges relating to the work
made by the Tenderer after acceptance of the Tender Return if, in the
reasonable opinion of the Council, such additional charges should have been
established by proper inspection of the Tender Documentation prior to
tendering.
16
Third Party Issues
16.1
The Tenderer should provide any potential third parties it appoints to assist
with the Contract with all necessary technical and commercial information to
enable such third parties to quote accurately to the Tenderer.
16.2
It is the policy of the Council not to respond to any direct approach from such
potential third parties seeking details about a particular Invitation to Tender.
16.3
Tenderers must declare the share of any contract they intend to sub-contract
and list any proposed third parties in their tender submission.
17
Pricing and Payment
17.1
Pricing
17.1.1 The Tenderer should complete the enclosed Form of Tender and Price
Schedule and return as part of their Tender Return noting the
following:(a)
The currency in which all prices, costs or rates stated on the
Form of Tender and Price Schedule must be quoted in Pounds
Sterling and whole new pence (i.e. to two decimal places).
(b)
17.2
All prices quoted should be exclusive of VAT.
Payment
17.2.1 The Council’s standard payment terms are 30 days from the receipt of
a correctly presented invoice. If the Tenderer is able to offer the Council
a discount on different payment terms such arrangements should be
detailed on the enclosed appropriate Schedule. Where a variation is
proposed to these payment terms, for this tender, the details of the
payment terms that apply will be recorded in the specified document
accompanying the ITT.
17.2.2 The Council will make no payment or allowance in respect of any
Tender Return.
18
Publicity
18.1 No publicity or other information relating to this project is to be released by any
Tenderer without the prior written approval of the Council.
SECTION 2 – SPECIFICATION
1.
Service
1.1
Hull City Council (HCC) is inviting tenders from organisations to provide a
service on behalf of HM Coroner of the Hull and East Riding District to
transport the deceased from one location to another as instructed by HM
Coroner. The majority of instructions will be taken from Humberside Police,
providing the contracted provider with details of where the body is located and
from where it needs to be collected, and whether it needs to be transported to
the mortuary immediately, or into the contracted provider’s storage awaiting
further instructions from HM Coroner.
1.2
The contracted provider will be required to enter into contract with Hull City
Council under which they will be bound to meet the required performance
standards and key obligations. The contract is scheduled to run from 1st June
2014 for 3 years with the option to extend for up to a further 12 months.
1.3 The contracted provider must be prepared to allow the deceased’s family’s
nominated Funeral Director or their representatives on to the contracted
provider’s business premises to collect the deceased when appropriate and
once permissions have been granted by the Coroners Officer, should the
deceased not require a post mortem.
1.4
The contract has been divided into 4 lots.
LOT 1 – Hull Area
LOT 2 – (East) - East Riding Area
LOT 3 – (West) - East Riding Area
LOT 4 – Hull City and East Riding potential inquest cases
Please refer to the map at (Appendix B – G) for clarification of the boundaries
for LOTS 1, 2 and 3
The table below provides further details of each LOT
LOT NUMBER
POPULATION
SQUARE MILES
INDICATIVE
NUMBER OF
TRANSPORTATIONS
1
263,900
27.59
400
3
335,900
930
400
4
599,800
957.59
182
2
Tenderers must be aware that these figures are indicative, as clearly for a service of
this type, precise numbers cannot be given or predicted, therefore Hull City Council
cannot give any assurance as to the number of occasions in which the Contracted
Providers services will be required. For evaluation purposes the indicative figures
above will be used.
1.5
Appendix H attached illustrates the process for transportation of the deceased and
the instances in which the Contracted Provider will be required provide transport
under this contract.
Tenderers must note this process will only be used if the family does not select
their own funeral director, apart from Lot 4 and excluding transportation from one
hospital to another, whereby the contracted provider will be used at all times
1.6
The contracted provider will work to standards as specified at Section 3 1.4 and
provide conditions that ensure a smooth and respectful transition of the deceased to
the funeral directors’ rest home, or other nominated place, pending further
instructions from the Coroner or his/her nominated officer. Humberside Police act on
behalf of the coroner and they will use the appointed funeral director details that are
provided to them by the Council.
1.7
The police will provide the following information (if known):•
Name
•
Sex
•
Address and property type
•
Age
•
Ethnicity
•
Circumstances
•
Additional precaution measures – i.e infectious disease, drug user,
presence of drug paraphernalia.
2
•
Size of deceased
•
Any known parking restrictions at the location of the deceased.
Storage, Facilities, Equipment & Vehicles
2.1 The Contracted Provider shall at their own expense provide and maintain
accommodation, vehicles, equipment and materials that are at all times sufficient to
meet the requirements of this specification.
2.2 Any vehicle used in the performance of this contract must be suitable, fit for
purpose, not carry materials or equipment that are unconnected to the service and
bear no mark, advertisement or other feature to identify the name of the Contracted
Provider.
2.3 The Contracted Provider shall ensure that all accommodation, vehicles, equipment
or materials used for the conveyance or storage of bodies is at all times secure,
clean, in a good standard of maintenance and properly disinfected.
2.4 The Contracted Provider must ensure that sufficient stocks of body bags are
obtained and available for use. Body bags must be used where the Contracted
Provider has knowledge of any infection or disease carried by the deceased.
2.5 The Contracted Provider is required to provide identity bracelets to place on the
deceased, to ensure the identification of the body is clear.
At the point of collection they should place an identity bracelet on the deceased This
must include:
Name
DOB
Address / site from where removed
PC collar number
police log number (if police present )
The City Mortuary will not accept the deceased unless the correct identification as
stated above is in place.
3. Service Standards and Personnel
3.1 The Contracted Providers staff shall identify themselves as acting for the Coroners
Service and must not advertise their company name, although this can be divulged
to the bereaved.
3.2 In the event that the Contracted Provider’s staff is unable to undertake the body
removal due to the weight or size of the body or for any other reason, the Coroner’s
permission must be sought before any additional costs are incurred to complete the
removal.
3.3 At the scene jewellery must only be removed from the deceased at the request of a
Police Officer, and the removal is only to be undertaken in the presence of a Police
Officer.
3.4 The Contracted Provider shall not allow any body to be inspected whilst in the care
of the Contracted Provider except with the consent of the Coroner.
3.5 Where the police have left the premises prior to the Contracted Provider’s arrival, the
Contracted Provider must notify the Coroner’s office of this fact within 12 hours of
their own visit to the premises and between the hours of 9.00am and 4.30pm..
Bodies being removed must be treated with professional care to avoid any injury to
the body
3.6 The Contracted Provider must report to Mortuary staff any physical injury to a
deceased person caused as a direct result of the removal. A written report must be
submitted to the Coroner within 24 hours of the incident.
3.7 The Contracted Provider must co-operate fully with Mortuary staff.
Where the
Contracted Provider has prior knowledge of any infection or disease carried by the
deceased, this must be reported directly to the Senior Mortuary staff upon arrival at
the mortuary. The Contracted Provider will be provided with the details of the Senior
Mortuary staff.
3.8 The deceased is to be treated with the utmost professional care and respect whilst in
the hands of the Contracted Provider.
3.9 The Contracted Provider shall be available 24 hours a day, 365 days of the year and
will be required to attend to the body at the location described by the police within 90
minutes of receiving the initial call.
3.10 In the event that the Contracted Provider cannot be contacted, or is unable to attend
to the body within the time specified and results in additional costs incurred by the
Council having to make alternative arrangements, these additional costs will be
offset against amounts owing to the Council for further removals.
3.11 The Contracted Provider may in an emergency situation, or with prior written
consent, sub contract a removal or storage to another provider, but any costs
incurred above those tendered by the Contracted Provider shall not be reimbursed
by the Council.
3.12 The provider will ensure that the standard of dress worn by all staff is respectable
and appropriate and clothing does not bear the logo of the company undertaking the
transportation.
3.13 The Contracted Providers personnel must at all times demonstrate respect for the
deceased and their family and pay particular regard to ethnic and cultural issues and
circumstances surrounding the death.
3.14 The basic code of conduct set out below must be adhered to at all times:
Ensure confidentiality at all times.

No sensational, offensive or misleading advertising or marketing is
permitted at any time.

No soliciting of funeral orders, or offering, or giving any reward for
recommendation to persons or organisations such as Health Service
establishments, Nursing Homes or Coroners’ Offices, etc.

Logos of the National Association of Funeral Directors, SAIF and the
Funeral Arbitration Scheme may be displayed.
3.15 The Contracted Provider will be required to leave a number of documents with the
family, which will be information provided by the Coroners office. The provider will
also be required to secure appropriate identification (i.e. wrist band) on the deceased
before removal of the body. This will normally be under instruction of the attending
police officer.
3.16 The provider will ensure that all employees involved in this contract will be suitably
trained, including in the lifting and carrying of bodies and shall carry out their duties
in line with all health and safety and other statutory requirements . .
3.17 The Contracted Provider shall not under any circumstances canvass relatives of the
deceased with a view to carrying out any funeral arrangements. This includes verbal
or telephone canvassing, the depositing of business cards and or leaflets relating to
the Contracted Provider’s business. Any such approach will result in the immediate
termination of the contract and possible preclusion from tendering in the future.
However, it shall be in order for the Contracted Provider to carry out the funeral
arrangements if the initial approach is made by relatives of, or person(s)
representing the deceased.
3.18 The Contracted Provider or his staff must under no circumstances discuss or reveal
the details surrounding any death to any representative of the media or any other
third party. Any such approach for information must be directed to the Coroner or to
the Coroner’s Officer
3.19 Should complaints, representations or inspections lead the Council to conclude that
the service has fallen below the standard as set out in this specification, the
Contracted Provider shall work with the Council to improve the service in accordance
with the Council’s requirements, but repeated or persistent failure to maintain
standards in the Council’s opinion will result in termination of the contract.
3.20 The Contracted Provider shall operate a complaints procedure with a complaints
monitoring log whereby all complaints are recorded, reported to the Council and
monitored. The form of the complaints monitoring log is to be agreed by the Council,
prior to the commencement of the service.
The log shall include:
a) Date complaint received
b) Date of Incident
c) Name of deceased
d) Name of complainant and relationship to deceased
e) Nature of complaint
f) Action taken
g) Date of reply to complainant
h) Whether or not complainant satisfied
The Contracted Provider’s complaints procedure shall allow for complaints to be
made in person, by telephone, by email or in writing and for the complaints to be
brought to the attention of the Council.
The Contracted Provider shall investigate all complaints.
All complaints shall
receive a written reply within 14 working days of their receipt with a copy being
forwarded to the Council.
3.21 The Contracted Provider is required to be a member of the British Institute of Funeral
Directors, The National Association of Allied and Independent Funeral Directors,
National Association of Funeral Directors or equivalent.
Under exceptional
circumstances Hull City Council reserves the right to award a contract to an
established provider which is not a member of an equivalent professional
association, but has a proven record of quality service and customer care.
SECTION 3 - CONTRACT MANAGEMENT
1.1
The Contracted Provider will appoint a single point of contact who will act as the
manager for this contract. The Contract Manager will be responsible for all aspects
of the contract and will be a point of communication between the Council and the
Contracted Provider. The Contracted Provider will be informed in writing of any
change in responsibilities.
1.2
Invoices shall be submitted electronically monthly in arrears and must state a
breakdown of the work done to show compliance with the standards at 1.4 below.
The breakdown will need to include the date the removal took place, the name of the
deceased, the time the request was made to the Contracted Provider and the time
the deceased was collected. All invoices must quote the relevant purchase order
number, or this will result in a delay of the invoice being processed.
1.3
The Contracted Provider will monitor its own performance based on the methodology
and key performance indicators (KPI’s) as stated below. Any agreed subsequent
amendments may be required during the Contract Period.
1.4
Hull City Council will monitor the Contracted Provider’s performance against the
Specification and Key Performance Indicators listed below.
Management
information in relation to these performance measures will be required on a monthly
basis:STANDARD
ACTIVITY
TARGET
METHOD
Response to
The provider will
100% attendance
The provider will
instructions to
collect the
at specified
provide a monthly
collect the
deceased from the
premises within 90
log of each request
deceased
place of death (or
minutes of the
including;
another place as
request

specificed) and
transport to either
the time of
the request,

the place of
resting place or the
collection,

mortuary (or
the time the
another place as
deceased
instructed)
was
collected,

the
destination
Quality of handling
The handling of the
100% positive
Monthly Feedback
of the deceased
deceased is to be
feedback, no
to be sought from
carried out with
complaints
the Mortuary
dignity and respect
received
Feedback from
at all times
families