Customer Journey Mapping (Ангилья - Тендер #41363854)

• Contract award notice

Results of the procurement procedure

Section I: Contracting entity I.1) Name and addresses

Natural Resources Wales

Ty Cambria House, 29 Newport Road

Bangor

LL57 2DW

UK

Contact person: Peter Lees

Telephone: +44 300654916

E-mail: peter.lees@cyfoethnaturiolcymru.gov.uk

NUTS: UKL

Internet address(es)

Main address: http://naturalresourceswales.gov.uk

Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0110

I.2) Joint procurement

The contract is awarded by a central purchasing body

I.4) Type of the contracting authority

Body governed by public law

I.5) Main activity

Environment

Section II: Object II.1) Scope of the procurement II.1.1) Title

Customer Journey Mapping

Reference number: 91294

II.1.2) Main CPV code

79212110

II.1.3) Type of contract

Services

II.1.4) Short description

With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Lowest offer: 140 570.00 GBP/ Highest offer: 149 650.00 GBP

II.2) Description II.2.2) Additional CPV code(s)

79342310

79212110

II.2.3) Place of performance

NUTS code:

UKL

Main site or place of performance:

Across Wales

II.2.4) Description of the procurement

Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.

II.2.5) Award criteria

Quality criterion: Quality / Weighting: 60

Price / Weighting: 40

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section IV: Procedure IV.1) Description IV.1.1) Type of procedure

Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information IV.2.1) Previous publication concerning this procedure

Notice number in the OJ S:

2021/S 000-030568

Section V: Award of contract

Contract No: 91826

A contract/lot is awarded: Yes

V.2 Award of contract V.2.1) Date of conclusion of the contract

07/02/2022

V.2.2) Information about tenders

Number of tenders received: 2

Number of tenders received from SMEs: 2

Number of tenders received from tenderers from EU Member States: 0

Number of tenders received from tenderers from non-EU Member States: 2

Number of tenders received by electronic means: 2

The contract has been awarded to a group of economic operators: No

V.2.3) Name and address of the contractor

Mima Group Limited

68-80 Hanbury Street

London

E15JL

UK

NUTS: UK

The contractor is an SME: Yes

V.2.4) Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot: Lowest offer: 140 570.00 GBP / Highest offer: 149 650.00 GBP

V.2.5) Information about subcontracting Section VI: Complementary information VI.3) Additional information

(WA Ref:131175)

VI.4) Procedures for review VI.4.1) Review body

High Court

Royal Courts of Justice, The Strand

London

WC2A 2LL

UK

Telephone: +44 2079477501

VI.5) Date of dispatch of this notice

02/05/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication.

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