{ "uri": "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-03f911", "publisher": { "name": "Cabinet Office", "scheme": "GB-GOR", "uid": "D2", "uri": "https://www.gov.uk/government/organisations/cabinet-office" }, "publishedDate": "2023-11-13T07:16:14Z", "license": "http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/", "publicationPolicy": "https://www.gov.uk/government/publications/open-contracting", "version": "1.1", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ], "packages": [ "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-03f911" ], "records": [ { "ocid": "ocds-h6vhtk-03f911", "releases": [ { "ocid": "ocds-h6vhtk-03f911", "id": "025833-2023", "date": "2023-09-01T14:13:36+01:00", "tag": [ "tender" ], "initiationType": "tender", "tender": { "id": "ITS092LTU", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "International Student Enquiry Management System (ISEMS)", "status": "active", "classification": { "scheme": "CPV", "id": "79635000", "description": "Assessment centre services for recruitment" }, "mainProcurementCategory": "services", "description": "The university is seeking a provider who can offer enquiry management and student enrolment services for prospective international students. 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The service provider will be able to identify quality applicants promptly and efficiently, offer dedicated engagement and support, and drive offer holder conversion rates.\nThe procurement will be conducted exclusively via the university's e-tendering website, where all documentation can be found and downloaded:\nhttps://neupc.delta-esourcing.com\nAccessing a Tender Opportunity via the university's e-tendering website:\nOnce you have created a supplier profile, to respond to an opportunity, click 'Response Manager' or 'View Invites and Responses'. You will then be presented with a list of all opportunities your organisation has previously worked on and be given the option of viewing current invites or entering the access code to begin responding to a new opportunity\nAccess Code : BHXAHT644M" }, { "releaseID": "033379-2023", "releaseDate": "2023-11-13T07:16:14Z", "releaseTag": [ "award", "contract" ], "value": "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." } ], "lots": [ { "id": "1", "description": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": "1.\tContract Terms \n1.1\tContract Duration \nThe 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.\n1.2\tBasis of Price \nThe 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. \n2.\tIntroduction \nThe 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. \n3.\tBackground Information\nAt 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 being effectively attended to or answered within an acceptable or competitive SLA. \nAdditionally, 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.\nWe 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. \nIt 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) \n4.\tOur Requirements\nThe 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. \n4.1.\tScope\nThe scope of the service is outlined below: \n•\tOperates a service that engages with international students across the globe.\n•\tEffectively manage large volumes of enquiries in line with client SLAs. \n•\tOffer prospective international students a multi-channel and fully rounded service including telephone, email, live chat, and social media. \n•\tCommunicate promptly and effectively with service users regardless of the time zone in which they are based. \n•\tUse scoring methods to identify and segment quality prospects for priority contact. \n•\tEngage and follow up with those prospects to convert enquiries to applications. \n•\tSupport offer holders with their decision making, to convert offers to enrolments. \n•\tAdheres to UK Data Protection legislation including GDPR.\nThe procurement will be conducted exclusively via the university's e-tendering website, where all documentation can be found and downloaded:\nhttps://neupc.delta-esourcing.com\nAccessing a Tender Opportunity via the university's e-tendering website:\nOnce you have created a supplier profile, to respond to an opportunity, click 'Response Manager' or 'View Invites and Responses'. You will then be presented with a list of all opportunities your organisation has previously worked on and be given the option of viewing current invites or entering the access code to begin responding to a new opportunity\nAccess Code : BHXAHT644M" }, { "releaseID": "033379-2023", "releaseDate": "2023-11-13T07:16:14Z", "releaseTag": [ "award", "contract" ], "value": "1. Contract Terms\n1.1 Contract Duration\nThe contract will encompass implementation and testing, and for an initial three years BAU.\nSubject to satisfactory performance and continued demand, the university reserves the right\nto extend the contract for any duration, up to a maximum two additional years.\n1.2 Basis of Price\nThe tendered Contract Price is to be a fixed contract sum inclusive of all costs, delivered to\nthe address(es) specified in the tender documents. The prices must be quoted in Pounds\nSterling and should exclude VAT where applicable. Discounts for prompt payment should be\nstated.\n2. Introduction\nThe university is seeking a provider who can offer enquiry management and student\nenrolment services for prospective international students. The service provider will be able\nto identify quality applicants promptly and efficiently, offer dedicated engagement and\nsupport, and drive offer holder conversion rates.\n3. Background Information\nAt present, LTU receives hundreds of international enquiries per week to our international@\ninbox, which due to lack of resource and internationally conducive systems, are not beingeffectively attended to or answered within an acceptable or competitive SLA.\nAdditionally, due to the lack of an effective pre-application screening triage system, many of\nour enquirers are forced to apply when that was not their initial intention, meaning our\npipeline is inflated, confusing and ambiguous, leaving our conversion levels extremely low\nand our enquirers or applicants with a poor customer journey.\nWe want to ensure that our enquirers and applicants receive an excellent level of customer\nservice, which supports them through their decision-making process and provides them with\na positive impression of LTU. In doing so, we will be able to increase the number applications\nand offer holders conversions.\nIt is anticipated that the volume of applications received will be c. 6,500 the September\n2024 intake, with these being a mix of casual enquirers and serious applicants, though the\nexact split between enquirer and applicant is unknown. The accompanying enrolment target\nfrom these applications is c.250 new student enrolments (NSE)\n4. Our Requirements\nThe service provider will be responsible for the effective management of international\nstudent enquiries, driving applications from high quality candidates and minimising the\nvolume of enquiries and low-quality applications that are managed by our Admissions Team.\nThis rise in quality applications should increase the number of offers made. The service\nprovider will be responsible for the successful conversation of offers to enrolments. All data\nmust be processed in line with data protection regulations including GDPR.\n4.1. Scope\nThe scope of the service is outlined below:\n• Operates a service that engages with international students across the globe.\n• Effectively manage large volumes of enquiries in line with client SLAs.\n• Offer prospective international students a multi-channel and fully rounded service including\ntelephone, email, live chat, and social media.\n• Communicate promptly and effectively with service users regardless of the time zone in\nwhich they are based.\n• Use scoring methods to identify and segment quality prospects for priority contact.\n• Engage and follow up with those prospects to convert enquiries to applications.• Support offer holders with their decision making, to convert offers to enrolments.\n• Adheres to UK Data Protection legislation including GDPR." } ], "contractPeriod": { "durationInDays": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": 1800 } ] }, "hasRenewal": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": true } ], "renewal": { "description": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": "Subject to on-going demand, the contract will be renewed ahead of the expiry of this contract" } ] }, "submissionTerms": { "variantPolicy": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": "notAllowed" } ] }, "hasOptions": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": true } ], "options": { "description": [ { "releaseID": "025833-2023", "releaseDate": "2023-09-01T14:13:36+01:00", "releaseTag": [ "tender" ], "value": "The initial contract period is 36 months BAU. 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