Contact Centre Services (Великобритания (Англия, Шотландия, Уэльс) - Тендер #48198999)

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Contract award notice

Results of the procurement procedure

Section I: Contracting entity

I.1) Name and addresses

Transport for Wales

3 Llys Cadwyn, Taff Street

Pontypridd

CF37 4TH

UK

Telephone: +44 2921673434

E-mail: procurement@tfw.wales

NUTS: UKL

Internet address(es)

Main address: http://tfw.wales

Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA50685

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

Other: Transport

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Contact Centre Services

Reference number: C000702.00

II.1.2) Main CPV code

79512000

II.1.3) Type of contract

Services

II.1.4) Short description

The requirement is for the provision of Contact Centre Services to support TfW

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Value excluding VAT: 1 500 000.00 GBP

II.2) Description

II.2.3) Place of performance

NUTS code:

UKL

II.2.4) Description of the procurement

TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.

In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.

Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.

The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.

The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:

- Engaging people to deliver the highest possible standards of customer service

- Delivering a high quality and reliable service

- Continuously developing the customer proposition

- Enable smooth and seamless journeys across Wales

- Deliver high quality customer engagement, insights and communication

Full scope details can be found in ITT Volume 1 document in the tender documentation.

II.2.5) Award criteria

Quality criterion: Quality / Weighting: 70

Price / Weighting: 30

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:

2023/S 000-002839

Section V: Award of contract

Contract No: C000702.00

A contract/lot is awarded: Yes

V.2 Award of contract

V.2.1) Date of conclusion of the contract

09/11/2023

V.2.2) Information about tenders

Number of tenders received: 3

Number of tenders received from SMEs: 1

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

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

Number of tenders received by electronic means: 3

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

V.2.3) Name and address of the contractor

Journeycall Ltd

3 James Chalmers Road

Arbroath

DD113RQ

UK

NUTS: UKM71

The contractor is an SME: Yes

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: : 1 500 000.00 GBP

V.2.5) Information about subcontracting

Section VI: Complementary information

VI.3) Additional information

Tender documents will be available via eTenderWales at:

https://etenderwales.bravosolution.co.uk/

Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation.

Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive.

(WA Ref:136569)

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

17/11/2023

Information added to the notice since publication.

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

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