Section one: Contracting authority
one.1) Name and addresses
Transport for Wales
3 Llys Cadwyn, Taff Street
Pontypridd
CF37 4TH
Telephone
+44 2921673434
Country
United Kingdom
NUTS code
UKL - Wales
Internet address(es)
Main address
Buyer's address
https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA50685
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://etenderwales.bravosolution.co.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://etenderwales.bravosolution.co.uk
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Transport
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centre Services
Reference number
C000702.00
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
The requirement is for the provision of Contact Centre Services to support TfW
two.1.5) Estimated total value
Value excluding VAT: £1,500,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKL - Wales
two.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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £1,500,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
18
This contract is subject to renewal
Yes
Description of renewals
Option to extend for up to 12 months
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
Please refer to tender documentation.
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
Please refer to tender documentation
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
1 March 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English, Welsh
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
2 March 2023
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.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.
NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625
Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:
Please refer to the Tender Documentation
(WA Ref:128625)
The buyer considers that this contract is suitable for consortia.
six.4) Procedures for review
six.4.1) Review body
High Court
Royal Courts of Justice, The Strand
London
WC2A 2LL
Telephone
+44 2079477501
Country
United Kingdom