Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Natural Resources Wales
Ty Cambria House, 29 Newport Road
Bangor
LL57 2DW
UK
Contact person: Peter Lees
Telephone: +44 300654916
E-mail: peter.lees@cyfoethnaturiolcymru.gov.uk
NUTS: UKL
Internet address(es)
Main address: http://naturalresourceswales.gov.uk
Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0110
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://etenderwales.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://etenderwales.bravosolution.co.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Environment
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Journey Mapping
Reference number: 91294
II.1.2) Main CPV code
79212110
II.1.3) Type of contract
Services
II.1.4) Short description
With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T
II.1.5) Estimated total value
Value excluding VAT:
150 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
79342310
79212110
II.2.3) Place of performance
NUTS code:
UKL
Main site or place of performance:
Across Wales
II.2.4) Description of the procurement
Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 12
This contract is subject to renewal: No
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
As detailed in specification
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.2.2) Time limit for receipt of tenders or requests to participate
Date:
20/01/2022
Local time: 14:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.7) Conditions for opening of tenders
Date:
20/01/2022
Local time: 14:30
Place:
EtenderWales
Information about authorised persons and opening procedure:
Procurement Lead will open tenders on Etender after the deadline
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607
(WA Ref:116607)
The buyer considers that this contract is suitable for consortia.
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
08/12/2021