Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Transport for Wales
3 Llys Cadwyn, Taff Street
Pontypridd
CF37 4TH
UK
Telephone: +44 2921673434
E-mail: procurement@tfw.wales
NUTS: UKL
Internet address(es)
Main address: http://tfw.wales
Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA50685
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: Transport
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Services
Reference number: C000702.00
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
The requirement is for the provision of Contact Centre Services to support TfW
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 500 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKL
II.2.4) Description of the procurement
TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.
In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.
Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.
The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.
The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:
- Engaging people to deliver the highest possible standards of customer service
- Delivering a high quality and reliable service
- Continuously developing the customer proposition
- Enable smooth and seamless journeys across Wales
- Deliver high quality customer engagement, insights and communication
Full scope details can be found in ITT Volume 1 document in the tender documentation.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 70
Price
/ Weighting:
30
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-002839
Section V: Award of contract
Contract No: C000702.00
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
09/11/2023
V.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from 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
V.2.3) Name and address of the contractor
Journeycall Ltd
3 James Chalmers Road
Arbroath
DD113RQ
UK
NUTS: UKM71
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 1 500 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
Tender documents will be available via eTenderWales at:
https://etenderwales.bravosolution.co.uk/
Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation.
Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive.
(WA Ref:136569)
VI.4) Procedures for review
VI.4.1) Review body
High Court
Royal Courts of Justice, The Strand
London
WC2A 2LL
UK
Telephone: +44 2079477501
VI.5) Date of dispatch of this notice
17/11/2023