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Notice Details

Title: Customer Journey Mapping
OCID: ocds-kuma6s-116607
Published by: Natural Resources Wales
Authority ID: AA0110
Publication Date: 08/12/2021
Deadline Date: 20/01/2022
Deadline Time: 14:00
Notice Type: 02 Contract Notice
Has Documents: No
Has SPD: No
Abstract: 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
CPV: 79212110, 79342310, 79212110.

Contract notice

Directive 2014/24/EU - Public Sector Directive

Directive 2014/24/EU

Section I: Contracting authority

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.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

https://etenderwales.bravosolution.co.uk


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent electronically to:

https://etenderwales.bravosolution.co.uk


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.1.5) Estimated total value

Value excluding VAT: 150 000.00  GBP

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

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

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 12

This contract is subject to renewal: No

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: 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 III: Legal, economic, financial and technical information

III.1) Conditions for participation

III.2) Conditions related to the contract

III.2.2) Contract performance conditions

As detailed in specification

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: 20/01/2022

Local time: 14:00

IV.2.4) Languages in which tenders or requests to participate may be submitted

EN

IV.2.7) Conditions for opening of tenders

Date: 20/01/2022

Local time: 14:30

Place:

EtenderWales

Information about authorised persons and opening procedure:

Procurement Lead will open tenders on Etender after the deadline

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

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

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=116607

(WA Ref:116607)

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

08/12/2021


Information added to the notice since publication.

Additional information added to the notice since it's publication.
No further information has been uploaded.
Main Contact: peter.lees@cyfoethnaturiolcymru.gov.uk
Admin Contact: N/a
Technical Contact: N/a
Other Contact: N/a

Commodity Categories

Commodity Categories
IDTitleParent Category
79212110Corporate governance rating servicesAuditing services
79342310Customer survey servicesMarketing services

Delivery Locations

Delivery Locations
IDDescription
1017Bridgend and Neath Port Talbot
1022Cardiff and Vale of Glamorgan
1015Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1013Conwy and Denbighshire
1020East Wales
1023Flintshire and Wrexham
1016Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1012Gwynedd
1011Isle of Anglesey
1021Monmouthshire and Newport
1024Powys
1014South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1018Swansea
1000WALES
1010West Wales and The Valleys

Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions
There are no alert restrictions for this notice.

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