Section one: Contracting authority
one.1) Name and addresses
British Council
Bridgewater House
Manchester
M1 6BB
caroline.doidge@britishcouncil.org
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://in-tendhost.co.uk/britishcouncil/aspx/Home
Buyer's address
https://in-tendhost.co.uk/britishcouncil/aspx/Home
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
10
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
2023_Global - Think Customer
Reference number
BC/02803
two.1.2) Main CPV code
- 79400000 - Business and management consultancy and related services
two.1.3) Type of contract
Services
two.1.4) Short description
The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey. The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales and service model, co-design and then support the implementation of the future operating model.
two.1.6) Information about lots
This contract is divided into lots: Yes
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £1,942,605
two.2) Description
two.2.1) Title
Realising business performance through customer centricity.
Lot No
1
two.2.2) Additional CPV code(s)
- 79400000 - Business and management consultancy and related services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course
two.2.5) Award criteria
Price
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
two.2) Description
two.2.1) Title
Building a high performing sales and customer service function
Lot No
2
two.2.2) Additional CPV code(s)
- 79400000 - Business and management consultancy and related services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course
two.2.5) Award criteria
Price
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: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-004354
Section five. Award of contract
Lot No
1
Title
Realising business performance through customer centricity.
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
6 June 2023
five.2.2) Information about tenders
Number of tenders received: 11
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 11
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 11
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Engine Partners UK LLP
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £961,700
Total value of the contract/lot: £961,700
Section five. Award of contract
Lot No
2
Title
Building a high performing sales and customer service function
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
5 July 2023
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from other EU Member States: 4
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Clarasys Ltd
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £980,905
Total value of the contract/lot: £980,905
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
British Council - London
London
Country
United Kingdom