Summary
- OCID:
- ocds-kuma6s-141426
- Published by:
- Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru
- Authority ID:
- AA39790
- Publication date:
- 15 May 2024
- Deadline date:
- 21 June 2024
- Notice type:
- Contract Notice
- Has documents:
- Yes
- Has SPD:
- No
- Has Carbon Reduction Plan:
- No
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
|
| SERVICES |
1 Authority Details
|
1.1
|
Authority Name and Address
|
|
Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru |
Corporate Services, 1 Ffordd yr Hen Gae, Pencoed, |
Bridgend |
CF35 5LJ |
UK |
Kathryn Criger |
+44 1656644214 |
kathryn.criger@ombudsman.wales |
|
https://www.ombudsman.wales
https://www.sell2wales.gov.wales
https://www.sell2wales.gov.wales |
|
1.2
|
Address from which documentation may be obtained
Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru |
Corporate Services, 1 Ffordd yr Hen Gae, Pencoed, |
Bridgend |
CF35 5LJ |
UK |
Kathryn Criger |
+44 3007900203 |
kathryn.criger@ombudsman.wales |
+44 1656641199 |
| https://www.ombudsman.wales |
|
1.3
|
Completed documents must be returned to:
Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru |
Corporate Services, 1 Ffordd yr Hen Gae, Pencoed, |
Bridgend |
CF35 5LJ |
UK |
Kathryn Criger |
+44 1656644214 |
kathryn.criger@ombudsman.wales |
|
| https://www.ombudsman.wales |
|
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
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.
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=141426.
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
|
|
|
|
|
75110000 |
|
General public services |
|
|
|
|
|
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 August 2024 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 LimitsTime-limit for receipt of completed tenders
14-06-2024
Time 17:00
Estimated award date
08-07-2024 |
4.5
|
Language or languages in which tenders or requests to participate can be drawn upEN
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:141426)
|
5.2
|
Additional Documentation
|
|
IRSCC Tender Specification - ENG |
|
IRSCC Terms of Reference - ENG |
|
IRSCC Tender Specification - CYM |
|
IRSCC Terms of Reference - CYM |
|
|
5.3
|
Publication date of this notice 15-05-2024 |
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.
|
Further information
|
Date
|
Details
|
| 06/06/2024 15:47 |
Notice date(s) changed
The Deadline date was changed from 14/06/2024 17:00 to 21/06/2024 17:00.
Additional time granted.
|
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:
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
pdf52.96 KB
This file may not be accessible.
pdf80.39 KB
This file may not be accessible.
pdf204.30 KB
This file may not be accessible.
pdf236.41 KB
This file may not be accessible.
Replaced documents
There are no previous versions of these documents.