Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Prifysgol Bangor / Bangor University
Finance Office, Cae Derwen, College Road
Bangor
LL57 2DG
UK
Telephone: +44 1248388675
E-mail: n.h.day@bangor.ac.uk
NUTS: UKL12
Internet address(es)
Main address: http://www.bangor.ac.uk
Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0340
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Education
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Management Service for UK and International Students
II.1.2) Main CPV code
80300000
II.1.3) Type of contract
Services
II.1.4) Short description
Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
2 429 115.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKL12
Main site or place of performance:
Bangor, Gwynedd.
II.2.4) Description of the procurement
Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum:
- Full integration with University systems for the management of data;
- A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms;
- Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones;
- Proactive conversion services, supporting individuals from enquiry through to enrolment;
- Provision of additional resources at key times of the year;
- Provision of management data on a regular basis to assess and manage performance;
- Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international;
- Access to lead generation opportunities and data.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
Yes
Description of options:
The contract will be awarded for three years initially, with the option to extend for a further two years thereafter, up to a maximum term of five years.
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
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The works, supplies or services can be provided only by a particular economic operator for the following reason: absence of competition for technical reasons
Explanation
These requirements are highly specialised, in particular the requirement for all UK student communications – reactive and proactive, to be available equally in Welsh and English, and our assessment of the market has not revealed another supplier who has the required experience and ability. Therefore the University believes this supplier is the only provider who can deliver the unique portfolio of essential services, experience, technology and data integration, across the UK and international markets, which we require.
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:
2022/S 000-023641
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/10/2022
V.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 0
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
UniQuest Ltd
Park Farm Barn, Brabourne
Brabourne
TN256RG
UK
Telephone: +44 7867970848
NUTS: UKJ4
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 2 429 115.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(WA Ref:125441)
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
07/10/2022