Section one: Contracting authority
one.1) Name and addresses
Transport for Wales
3 Llys Cadwyn,
Pontypridd,
CF37 4TH
Contact
Natalie Noble
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.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
Transport related services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centre Services for TfW
Reference number
TfW-C000288.00
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £375,000
two.2) Description
two.2.2) Additional CPV code(s)
- 64210000 - Telephone and data transmission services
- 79511000 - Telephone operator services
- 79342300 - Customer services
- 79342320 - Customer-care services
- 79500000 - Office-support services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales.
The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals.
The current bus projects are operated under our “fflecsi” brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries & Bookings.
The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives:
* 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
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 50
Price - Weighting: 50
two.2.11) Information about options
Options: Yes
Description of options
As defined in the Procurement documents
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 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: 2020/S 192-465188
Section five. Award of contract
Contract No
C000288.00
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
13 January 2021
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 3
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
five.2.3) Name and address of the contractor
CONNECT ASSIST LTD
CONNECT ASSIST LTD, Unit 3 Cefn Coed Parc, Nantgarw
Cardiff
CF157QQ
Country
United Kingdom
NUTS code
- UKL15 - Central Valleys
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £375,000
Total value of the contract/lot: £375,000
Section six. Complementary information
six.3) Additional information
The value of the contract is estimated as it will be dependent on demand for services. The contract value will not exceed 375,000.00 GBP
(WA Ref:110444)
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