Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Transport for Wales
Southgate House, Wood Street
Cardiff
CF10 1EW
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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://etenderwales.bravosolution.co.uk/web/login.shtml
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://etenderwales.bravosolution.co.uk/web/login.shtml
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:
https://etenderwales.bravosolution.co.uk/web/login.shtml
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.1.5) Estimated total value
Value excluding VAT:
375 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
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
The ITT documents can be found on eTender Wales (https://etenderwales.bravosolution.co.uk/web/login.shtml) reference/name:
itt_83596 - Contact Centre Services for Transport for Wales (TfW)
All communication relating to this procurement event will be through the eTenderWales portal
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
375 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 30
This contract is subject to renewal: Yes
Description of renewals:
Contract term is 18 months with the option to extend for 12 months at 6 month intervals
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:
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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
As detailed in the procurement documents.
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:
04/11/2020
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
CY
IV.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
IV.2.7) Conditions for opening of tenders
Date:
04/11/2020
Local time: 12:00
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
Yes
Estimated timing for further notices to be published:
In 24 months time
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
The ITT documents can be found on eTenderwales (https://etenderwales.bravosolution.co.uk/web/login.shtml) reference/name:
itt_83596 - Contact Centre Services for Transport for Wales (TfW)
All communication for this procurement will be through the eTenderwales portal.
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=104258
(WA Ref:104258)
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
29/09/2020