Section one: Contracting authority
one.1) Name and addresses
Arts Council England
The Hive, 2nd Floor 47 Lever Street
Manchester
M1 1FN
Contact
Procurement Services
procurement.services@artscouncil.org.uk
Telephone
+44 1619344317
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://www.artscouncil.org.uk/supplying-arts-council
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/respond/8M5A7BQ89A
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://www.delta-esourcing.com/respond/8M5A7BQ89A
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Recreation, culture and religion
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
ACE 669 ITT - All In Member Services Hub delivery partner
Reference number
ACE 669 ITT
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
Arts Council England (ACE) are seeking to appoint a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat).
two.1.5) Estimated total value
Value excluding VAT: £412,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
Arts Council England (ACE) are seeking to appoint a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat).
two.2.5) Award criteria
Quality criterion - Name: Quality Technical / Weighting: 80
Quality criterion - Name: Social Value / Weighting: 10
Cost criterion - Name: Price / Weighting: 10
two.2.6) Estimated value
Value excluding VAT: £412,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
1 July 2025
End date
30 June 2027
This contract is subject to renewal
Yes
Description of renewals
There will be two options to extend the contract, for up to 12 months each, until 30th June 2029.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
There will be two options to extend the contract, for up to 12 months each, until 30th June 2029.
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.1.2) 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
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.2.1) Previous publication concerning this procedure
Notice number: 2025/S 000-000680
four.2.2) Time limit for receipt of tenders or requests to participate
Date
28 March 2025
Local time
11:00am
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
28 March 2025
Local time
11:00am
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Manchester:-Customer-services./8M5A7BQ89A
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/8M5A7BQ89A
GO Reference: GO-2025221-PRO-29524344
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
London
Country
United Kingdom