Section one: Contracting authority
one.1) Name and addresses
LEEDS TRINITY UNIVERSITY
Brownberrie Lane,Horsforth
LEEDS
LS185HD
Contact
Mark Hayter
Telephone
+44 1132837100
Country
United Kingdom
Region code
UKE42 - Leeds
Companies House
6305220
Internet address(es)
Main address
https://www.leedstrinity.ac.uk/
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
International Student Enquiry Management System (ISEMS)
Reference number
ITS092LTU
two.1.2) Main CPV code
- 79635000 - Assessment centre services for recruitment
two.1.3) Type of contract
Services
two.1.4) Short description
The university is seeking a provider who can offer enquiry management and student enrolment services for prospective international students. The service provider will be able to identify quality applicants promptly and efficiently, offer dedicated engagement and support, and drive offer holder conversion rates.
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: £217,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKE4 - West Yorkshire
two.2.4) Description of the procurement
1. Contract Terms
1.1 Contract Duration
The contract will encompass implementation and testing, and for an initial three years BAU.
Subject to satisfactory performance and continued demand, the university reserves the right
to extend the contract for any duration, up to a maximum two additional years.
1.2 Basis of Price
The tendered Contract Price is to be a fixed contract sum inclusive of all costs, delivered to
the address(es) specified in the tender documents. The prices must be quoted in Pounds
Sterling and should exclude VAT where applicable. Discounts for prompt payment should be
stated.
2. Introduction
The university is seeking a provider who can offer enquiry management and student
enrolment services for prospective international students. The service provider will be able
to identify quality applicants promptly and efficiently, offer dedicated engagement and
support, and drive offer holder conversion rates.
3. Background Information
At present, LTU receives hundreds of international enquiries per week to our international@
inbox, which due to lack of resource and internationally conducive systems, are not beingeffectively attended to or answered within an acceptable or competitive SLA.
Additionally, due to the lack of an effective pre-application screening triage system, many of
our enquirers are forced to apply when that was not their initial intention, meaning our
pipeline is inflated, confusing and ambiguous, leaving our conversion levels extremely low
and our enquirers or applicants with a poor customer journey.
We want to ensure that our enquirers and applicants receive an excellent level of customer
service, which supports them through their decision-making process and provides them with
a positive impression of LTU. In doing so, we will be able to increase the number applications
and offer holders conversions.
It is anticipated that the volume of applications received will be c. 6,500 the September
2024 intake, with these being a mix of casual enquirers and serious applicants, though the
exact split between enquirer and applicant is unknown. The accompanying enrolment target
from these applications is c.250 new student enrolments (NSE)
4. Our Requirements
The service provider will be responsible for the effective management of international
student enquiries, driving applications from high quality candidates and minimising the
volume of enquiries and low-quality applications that are managed by our Admissions Team.
This rise in quality applications should increase the number of offers made. The service
provider will be responsible for the successful conversation of offers to enrolments. All data
must be processed in line with data protection regulations including GDPR.
4.1. Scope
The scope of the service is outlined below:
• Operates a service that engages with international students across the globe.
• Effectively manage large volumes of enquiries in line with client SLAs.
• Offer prospective international students a multi-channel and fully rounded service including
telephone, email, live chat, and social media.
• Communicate promptly and effectively with service users regardless of the time zone in
which they are based.
• Use scoring methods to identify and segment quality prospects for priority contact.
• Engage and follow up with those prospects to convert enquiries to applications.• Support offer holders with their decision making, to convert offers to enrolments.
• Adheres to UK Data Protection legislation including GDPR.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.11) Information about options
Options: Yes
Description of options
The initial contract period is 36 months BAU. The university reserves the right to invoke
extension periods of any duration up to a maximum of 24 months, subject to satisfactory
contract performance and on-going demand.
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: 2023/S 000-025833
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
13 November 2023
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Uni-Quest Ltd
Sheffield
Country
United Kingdom
NUTS code
- UKE3 - South Yorkshire
Companies House
08640061
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £217,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Leeds Trinity University
Leeds
Country
United Kingdom