How to win: Service User Assistance (SUA)

About this contract

Update: The name of the proposed service has changed from Service User Assistance Services (SUAS) to Service User Assistance (SUA). This is a change in name only. This market engagement continues the engagement previously undertaken under Notice Identifier 2026/S 000-061362 and Procurement Identifier (OCID) ocds-h6vhtk-052777, following the decision to procure Service User Assistance (SUA) separately from the wider Future Asylum Contracts Transformation (FACT) procurement. The Authority is seeking market feedback on the proposed SUA. SUA is anticipated to provide a national, multi-channel support service for asylum Service Users, which may include: • advice and guidance; • eligibility support and form-completion assistance; • issue and complaint reporting; • safeguarding identification and escalation; • language support; • local signposting; • digital and/or portal-enabled support; • management information; and • Service User experience insight. The service may require suppliers to provide or support helpline, webchat, assisted digital, self-service portal and/or other digital channels, with appropriate alternative routes for Service Users who are unable to self-serve. SUA may also

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — Home Office scores each response, so map your evidence to the published criteria and weightings.
• ✓Lead with evidenced capability and social value — for services work these usually outweigh price.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: deadlines are tight and a strong bid takes iteration.

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