Section one: Contracting authority
one.1) Name and addresses
Arts Council England
The Hive, 2nd Floor 47 Lever Street
Manchester
M1 1FN
Contact
Procurement Services
procurement.services@artscouncil.org.uk
Telephone
+44 1619344317
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://www.artscouncil.org.uk/supplying-arts-council
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Recreation, culture and religion
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
ACE 669 ITT - All In Member Services Hub delivery partner
Reference number
ACE 669 ITT
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
Arts Council England (ACE) have appointed a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat).
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: £411,463.6
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
Arts Council England (ACE) have appointed a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat).
two.2.5) Award criteria
Quality criterion - Name: Quality Technical / Weighting: 80
Quality criterion - Name: Social Value / Weighting: 10
Cost criterion - Name: Price / Weighting: 10
two.2.11) Information about options
Options: Yes
Description of options
There will be two options to extend the contract, for up to 12 months each, until 30th June 2029.
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: 2025/S 000-000680
Section five. Award of contract
Contract No
ACE 669 ITT
Title
ACE 669 - All In Member Services Hub delivery partner
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
12 August 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
This Named Company Ltd trading as The Card Network
Network House, St Ives Way, Sandycroft, Deeside
Deeside
CH5 2QS
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
04306571
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £411,463.6
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=974629760 GO Reference: GO-2025819-PRO-31908789
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
London
WC2A 2LL
Country
United Kingdom