2023_Global - Think Customer (Ангилья - Тендер #43293089)

• Contract award notice

Results of the procurement procedure

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

British Council

Bridgewater House

Manchester

M1 6BB

UK

E-mail: caroline.doidge@britishcouncil.org

NUTS: UK

Internet address(es)

Main address: https://in-tendhost.co.uk/britishcouncil/aspx/Home

Address of the buyer profile: https://in-tendhost.co.uk/britishcouncil/aspx/Home

I.4) Type of the contracting authority

Body governed by public law

I.5) Main activity

Other: 10

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

2023_Global - Think Customer

Reference number: BC/02803

II.1.2) Main CPV code

79400000

II.1.3) Type of contract

Services

II.1.4) Short description

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey. The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales and service model, co-design and then support the implementation of the future operating model.

II.1.6) Information about lots

This contract is divided into lots: Yes

II.1.7) Total value of the procurement

Value excluding VAT: 1 942 605.00 GBP

II.2) Description

Lot No: 1

II.2.1) Title

Realising business performance through customer centricity.

II.2.2) Additional CPV code(s)

79400000

II.2.3) Place of performance

NUTS code:

UK

Main site or place of performance:

II.2.4) Description of the procurement

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course

II.2.5) Award criteria

Price

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

II.2.14) Additional information

Lot No: 2

II.2.1) Title

Building a high performing sales and customer service function

II.2.2) Additional CPV code(s)

79400000

II.2.3) Place of performance

NUTS code:

UK

Main site or place of performance:

II.2.4) Description of the procurement

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course

II.2.5) Award criteria

Price

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

II.2.14) Additional information

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: No

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

Notice number in the OJ S:

2023/S 000-004354

Section V: Award of contract

Lot No: 1

Title: Realising business performance through customer centricity.

A contract/lot is awarded: Yes

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

06/06/2023

V.2.2) Information about tenders

Number of tenders received: 11

Number of tenders received from SMEs: 3

Number of tenders received from tenderers from EU Member States: 11

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

Number of tenders received by electronic means: 11

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

V.2.3) Name and address of the contractor

Engine Partners UK LLP

London

UK

NUTS: UK

The contractor is an SME: No

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

Initial estimated total value of the contract/lot:

Total value of the contract/lot: : 961 700.00 GBP

V.2.5) Information about subcontracting Section V: Award of contract

Lot No: 2

Title: Building a high performing sales and customer service function

A contract/lot is awarded: Yes

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

05/07/2023

V.2.2) Information about tenders

Number of tenders received: 4

Number of tenders received from SMEs: 1

Number of tenders received from tenderers from EU Member States: 4

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

Number of tenders received by electronic means: 4

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

V.2.3) Name and address of the contractor

Clarasys Ltd

London

UK

NUTS: UK

The contractor is an SME: No

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

Initial estimated total value of the contract/lot:

Total value of the contract/lot: : 980 905.00 GBP

V.2.5) Information about subcontracting Section VI: Complementary information VI.4) Procedures for review VI.4.1) Review body

British Council - London

London

UK

VI.4.3) Review procedure

Precise information on deadline(s) for review procedures:

VI.5) Date of dispatch of this notice

05/07/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication. Commodity Categories Commodity Categories
Delivery Locations Delivery Locations
Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions

Источник закупки

Перейти

Импорт - Экспорт по стране Ангилья