Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Transport for Wales
3 Llys Cadwyn,
Pontypridd,
CF37 4TH
UK
Contact person: Natalie Noble
Telephone: +44 2921673434
E-mail: Procurement@tfw.wales
NUTS: UKL
Internet address(es)
Main address: https://trc.cymru/
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 related services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Services for TfW
Reference number: TfW-C000288.00
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
375 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
64210000
79511000
79342300
79342320
79500000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales.
The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals.
The current bus projects are operated under our “fflecsi” brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries & Bookings.
The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives:
* 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
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 50
Price
/ Weighting:
50
II.2.11) Information about options
Options:
Yes
Description of options:
As defined in the Procurement documents
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:
2020/S 192-465188
Section V: Award of contract
Contract No: C000288.00
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
13/01/2021
V.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from EU Member States: 3
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
CONNECT ASSIST LTD
CONNECT ASSIST LTD, Unit 3 Cefn Coed Parc, Nantgarw
Cardiff
CF157QQ
UK
NUTS: UKL15
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:
: 375 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
The value of the contract is estimated as it will be dependent on demand for services. The contract value will not exceed 375,000.00 GBP
(WA Ref:110444)
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
07/05/2021