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Summary

OCID:: ocds-kuma6s-112588
Published by:: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
Authority ID:: AA39790
Publication date:: 26 July 2021
Deadline date:: 20 August 2021
Notice type:: Contract Notice
Has documents:: Yes
Has SPD:: No
Has Carbon Reduction Plan:: N/A

Abstract

The Public Services Ombudsman for Wales is inviting tenders for the provision of an Independent Review Service for Customer Complaints (IRSCC). The successful tenderer will independently review service user complaints about the service PSOW has provided. These are complaints that the service PSOW has provided does not meet its published service standards.

Full notice text

CONTRACT NOTICE – NATIONAL

Notice Type: SERVICES

1 Authority Details

1.1 Authority Name and Address

Official Name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
Postal Address: Corporate Services, 1 Ffordd yr Hen Gae, Pencoed,
Town: Bridgend	Postal Code: CF35 5LJ	Country: UK
For the attention of: Kathryn Criger	Telephone: +44 3007900203
E-Mail: kathryn.criger@ombudsman.wales	Fax:
Internet Address (URL): http://www.ombudsman.wales/ https://www.ombwdsmon.cymru/ Electronic access to information: www.sell2wales.gov.wales Electronic submission of tenders and requests to participate: www.sell2wales.gov.wales

1.2 Address from which documentation may be obtained

Official Name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
Postal Address: Corporate Services, 1 Ffordd yr Hen Gae, Pencoed,
Town: Bridgend	Postal Code: CF35 5LJ	Country: UK
For the attention of: Kathryn Criger	Telephone: +44 3007900203
E-Mail: kathryn.criger@ombudsman.wales	Fax:
Internet Address (URL): http://www.ombudsman.wales/ https://www.ombwdsmon.cymru/

1.3 Completed documents must be returned to:

Official Name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
Postal Address: Corporate Services, 1 Ffordd yr Hen Gae, Pencoed,
Town: Bridgend	Postal Code: CF35 5LJ	Country: UK
For the attention of: Kathryn Criger	Telephone: +44 3007900203
E-Mail: kathryn.criger@ombudsman.wales	Fax:
Internet Address (URL): http://www.ombudsman.wales/ https://www.ombwdsmon.cymru/

2 Contract Details

2.1 Title

Invitation to Tender for Independent Review Service for Customer Complaints

2.2 Description of the goods or services required

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=112587.

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

2.3 Notice Coding and Classification

a) Commodity Codes

	Code		Description
	75110000		General public services

b) Delivery Location/Area

	Code		Location
	100		UK - All
	1000		WALES
	1010		West Wales and The Valleys
	1011		Isle of Anglesey
	1012		Gwynedd
	1013		Conwy and Denbighshire
	1014		South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
	1015		Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
	1016		Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
	1017		Bridgend and Neath Port Talbot
	1018		Swansea
	1020		East Wales
	1021		Monmouthshire and Newport
	1022		Cardiff and Vale of Glamorgan
	1023		Flintshire and Wrexham
	1024		Powys

2.4 Total quantity or scope of tender

The contract will be for a 2 year term, commencing on 1 October 2021 with the option to extend to 4 years by mutual agreement.

3 Conditions for Participation

3.1 Minimum standards and qualification required

For more details please see the tender specification attached to this notice.

4 Administrative Information

4.1 Type of Procedure

Single stage

4.2 Reference number attributed to the notice by the contracting authority

N/a

4.3 Time Limits

Time-limit for receipt of completed tenders
20-08-2021 Time 17:00

Estimated award date
13-09-2021

4.5 Language or languages in which tenders or requests to participate can be drawn up

EN CY

4.6 Tender Submission Postbox

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx

5 Other Information

5.1 Additional Information

The tender documents relating to this procurement arrangement have been published in the Welsh and English languages.

(WA Ref:112587)

5.2 Additional Documentation

The following additional documents relating to this notice are available from the site:

IRSCC Tender Specification - ENG

IRSCC Tender Specification - CYM

IRSCC Terms of Reference - ENG

IRSCC Terms of Reference - CYM

5.3 Publication date of this notice

26-07-2021

SF 51a

Coding

Commodity categories

ID	Title	Parent category
75110000	General public services	Administration services

Delivery locations

ID	Description
1017	Bridgend and Neath Port Talbot
1022	Cardiff and Vale of Glamorgan
1015	Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1013	Conwy and Denbighshire
1020	East Wales
1023	Flintshire and Wrexham
1016	Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1012	Gwynedd
1011	Isle of Anglesey
1021	Monmouthshire and Newport
1024	Powys
1014	South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1018	Swansea
100	UK - All
1000	WALES
1010	West Wales and The Valleys

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID	Description
There are no alert restrictions for this notice.

Document family

Notice details
JUL367680: Invitation to Tender for Independent Review Service for Customer Complaints Publication date: 26 July 2021 Deadline date: 20 August 2021 00:00 Notice type: Contract Notice Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
OCT375207: Invitation to Tender for Independent Review Service for Customer Complaints Publication date: 05 October 2021 Notice type: Contract Award Notice Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
OCT375206: Invitation to Tender for Independent Review Service for Customer Complaints Publication date: 05 October 2021 Notice type: Contract Award Notice Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
OCT375207: Invitation to Tender for Independent Review Service for Customer Complaints Publication date: 05 October 2021 Notice type: Contract Award Notice Authority name: Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru

About the buyer

Main contact:: kathryn.criger@ombudsman.wales
Admin contact:: kathryn.criger@ombudsman.wales
Technical contact:: N/a
Other contact:: kathryn.criger@ombudsman.wales

Further information

Date	Details
No further information has been uploaded.

Postbox

The awarding buyer has indicated that it will accept electronic responses to this notice via the Tender Submission Postbox facility.

Submit your tender response electronically in a secure environment.

To create an electronic response please click the "Add to my interest list" button at the top of the page.

For more information on the Postbox Facility please refer to the user guide:

Postbox – for Buyers and Suppliers

Q&A

Ask the buyer any questions you may have relating to this notice. To ask the buyer a question or questions please click the "View Questions and Answers" button.

Additional Documents

The following additional documents have been attached to this notice. To obtain these documents please select the individual file names below.

Current documents

pdf

IRSCC Terms of Reference - ENG.pdf

pdf53.73 KB

This file may not be accessible.

pdf

IRSCC Terms of Reference - CYM.pdf

pdf86.82 KB

This file may not be accessible.

pdf

IRSCC Tender Specification - ENG.pdf

pdf253.52 KB

This file may not be accessible.

pdf

IRSCC Tender Specification - CYM.pdf

pdf277.04 KB

This file may not be accessible.

Replaced documents

There are no previous versions of these documents.

Invitation to Tender for Independent Review Service for Customer Complaints

Contents

Summary

Abstract

Full notice text

CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

2 Contract Details

2.1

Title

2.2

Description of the goods or services required

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

4.2

Reference number attributed to the notice by the contracting authority

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

5.2

Additional Documentation

5.3

Publication date of this notice

Coding

Commodity categories

Delivery locations

Alert region restrictions

Document family

About the buyer

Further information

Postbox

Q&A

Additional Documents

Current documents

Replaced documents