Section one: Contracting authority
one.1) Name and addresses
Prifysgol Bangor / Bangor University
Finance Office, Cae Derwen, College Road
Bangor
LL57 2DG
Telephone
+44 1248388675
Country
United Kingdom
NUTS code
UKL12 - Gwynedd
Internet address(es)
Main address
Buyer's address
https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0340
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Management Service for UK and International Students
two.1.2) Main CPV code
- 80300000 - Higher education services
two.1.3) Type of contract
Services
two.1.4) Short description
Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment.
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: £2,429,115
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKL12 - Gwynedd
Main site or place of performance
Bangor, Gwynedd.
two.2.4) Description of the procurement
Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum:
- Full integration with University systems for the management of data;
- A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms;
- Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones;
- Proactive conversion services, supporting individuals from enquiry through to enrolment;
- Provision of additional resources at key times of the year;
- Provision of management data on a regular basis to assess and manage performance;
- Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international;
- Access to lead generation opportunities and data.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: Yes
Description of options
The contract will be awarded for three years initially, with the option to extend for a further two years thereafter, up to a maximum term of five years.
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
Award of a contract without prior publication of a call for competition in the cases listed below
- The services can be provided only by a particular economic operator for the following reason:
- absence of competition for technical reasons
Explanation:
These requirements are highly specialised, in particular the requirement for all UK student communications – reactive and proactive, to be available equally in Welsh and English, and our assessment of the market has not revealed another supplier who has the required experience and ability. Therefore the University believes this supplier is the only provider who can deliver the unique portfolio of essential services, experience, technology and data integration, across the UK and international markets, which we require.
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: 2022/S 000-023641
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 October 2022
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 0
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
UniQuest Ltd
Park Farm Barn, Brabourne
Brabourne
TN256RG
Telephone
+44 7867970848
Country
United Kingdom
NUTS code
- UKJ4 - Kent
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £2,429,115
Section six. Complementary information
six.3) Additional information
(WA Ref:125441)
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