Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
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.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.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
140 570.00
GBP/ Highest offer:
149 650.00
GBP
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
Quality criterion: Quality
/ Weighting: 60
Price
/ Weighting:
40
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:
2021/S 000-030568
Section V: Award of contract
Contract No: 91826
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
07/02/2022
V.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 2
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Mima Group Limited
68-80 Hanbury Street
London
E15JL
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
Lowest offer:
140 570.00
GBP
/ Highest offer:
149 650.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(WA Ref:131175)
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
02/05/2023