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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://etenderwales.bravosolution.co.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://etenderwales.bravosolution.co.uk
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.1.5) Estimated total value
Value excluding VAT: £150,000
two.1.6) Information about lots
This contract is divided into lots: No
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
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
12
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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 three. Legal, economic, financial and technical information
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
As detailed in specification
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.2.2) Time limit for receipt of tenders or requests to participate
Date
20 January 2022
Local time
2:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
20 January 2022
Local time
2:30pm
Place
EtenderWales
Information about authorised persons and opening procedure
Procurement Lead will open tenders on Etender after the deadline
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607
(WA Ref:116607)
The buyer considers that this contract is suitable for consortia.
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