Section one: Contracting authority
one.1) Name and addresses
Natural Resources Wales
Ty Cambria House, 29 Newport Road
Bangor
LL57 2DW
Contact
Peter Lees
peter.lees@cyfoethnaturiolcymru.gov.uk
Telephone
+44 300654916
Country
United Kingdom
NUTS code
UKL - Wales
Internet address(es)
Main address
http://naturalresourceswales.gov.uk
Buyer's address
https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0110
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
Environment
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Journey Mapping
Reference number
91294
two.1.2) Main CPV code
- 79212110 - Corporate governance rating services
two.1.3) Type of contract
Services
two.1.4) Short description
With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Lowest offer: £140,570 / Highest offer: £149,650 taken into consideration
two.2) Description
two.2.2) Additional CPV code(s)
- 79342310 - Customer survey services
- 79212110 - Corporate governance rating services
two.2.3) Place of performance
NUTS codes
- UKL - Wales
Main site or place of performance
Across Wales
two.2.4) Description of the procurement
Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
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 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: 2021/S 000-030568
Section five. Award of contract
Contract No
91826
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
7 February 2022
five.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 2
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Mima Group Limited
68-80 Hanbury Street
London
E15JL
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £140,570 / Highest offer: £149,650 taken into consideration
Section six. Complementary information
six.3) Additional information
(WA Ref:131175)
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