Official UK procurement notice
Contact Centre Services · UK public procurement notice
Authority: Transport for Wales (Public body)
What is being bought
Published requirement descriptionThe requirement is for the provision of Contact Centre Services to support TfW
CPV: Call centre
The lotProcurement structure
single lot · value publishedLot #1TfW requires an outsourced Contact Centre provision to handle customer queries as an…AwardedRenewalPublished value£1,500,000
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.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published award criteria (2)
- Quality: 70
- Price: 30
- Suitability
Please refer to tender documentation.
- Price carries 30 of 100 points: a 10% discount moves about 3 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 30 Jan 2023, 16:49 GMT
- Last source update
- 17 Nov 2023, 09:48 GMT
- Award evaluation window
- 2 Mar 2023 – …
- Authority reference
C000702.00- FTS notice number
2023/S 000-034035- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03a13dFind a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
Please refer to tender documentation
Publisher note: 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)
How it was run
Official notice- Submission deadline
- 1 Mar 2023, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en, cy
- Bid validity
- 90 days from the deadline
- Bids opened
- 2 Mar 2023, 12:00 GMT
Timeline
1 Mar 2023 → 17 Nov 2023 · 3 dates- Submission deadline1 Mar 2023, 12:00 GMT
- Bids opened2 Mar 2023, 12:00 GMT
- Notice published17 Nov 2023, 09:48 GMT
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete17 Nov 2023, 09:48 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Journeycall Ltd | £1,500,000 † | — | Awarded |
Contracts
Contract 034035-2023-C000702.00-1 · Journeycall Ltd
- Signed
- 9 Nov 2023
- Value
- £1,500,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 3bids · 3 electronic | 1 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- High CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- Journeycall LtdAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria