Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
British Council
Bridgewater House
Manchester
M1 6BB
UK
E-mail: global.procurement@britishcouncil.org
NUTS: UK
Internet address(es)
Main address: https://in-tendhost.co.uk/britishcouncil/aspx/Home
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: 10
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Complaints Messaging Service for IELTS
Reference number: BC/00882
II.1.2) Main CPV code
64214000
II.1.3) Type of contract
Services
II.1.4) Short description
The British Council are developing a new complaints process, to provide customers with a single line of contact for IELTS. British Council, IDP, IELTS Australia (IDP) and Cambridge Assessment English jointly own the IELTS test. IELTS USA manages the administration of IELTS operations throughout the US test centre network and therefore any complaints received will need to be distributed to 1 of 4 parties. A 24/7 telephone complaints messaging service is required to log and distribute calls to relevant parties: the British Council, IDP, Cambridge Assessment English or IELTS USA. The call handler must ensure on receiving the call that they log who the complaint is relevant for and ensure that only the relevant party receives the captured information. The supplier must also ensure that all information reported confirms whether the complaint was logged in the UK (for a UK test) or in the rest of the world (for a rest of the world test).
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
135 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
64214000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
II.2.4) Description of the procurement
The British Council are developing a new complaints process, to provide customers with a single line of contact for IELTS. British Council, IDP, IELTS Australia (IDP) and Cambridge Assessment English jointly own the IELTS test. IELTS USA manages the administration of IELTS operations throughout the US test centre network and therefore any complaints received will need to be distributed to 1 of 4 parties. A 24/7 telephone complaints messaging service is required to log and distribute calls to relevant parties: the British Council, IDP, Cambridge Assessment English or IELTS USA. The call handler must ensure on receiving the call that they log who the complaint is relevant for and ensure that only the relevant party receives the captured information. The supplier must also ensure that all information reported confirms whether the complaint was logged in the UK (for a UK test) or in the rest of the world (for a rest of the world test).
II.2.5) Award criteria
Quality criterion: Complaints messaging service, standards and service level agreement
/ Weighting: 50 %,20 %
Price
/ Weighting:
30 %
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
II.2.14) Additional information
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:
2019/S 114-280020
Section V: Award of contract
Contract No: BC/00882
Title: Complaints Messaging Service for IELTS
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
19/11/2019
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: 0
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
SPS Doorguard Ltd
Glasgow
UK
NUTS: UKM
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:
: 37 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
British Council
Bridgewater House
Manchester
M1 6BB
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.4.4) Service from which information about the review procedure may be obtained
British Council
Bridgewater House
Manchester
M1 6BB
UK
E-mail: global.procurement@britishcouncil.org
Internet address(es)
URL: https://in-tendhost.co.uk/britishcouncil/aspx/Home
VI.5) Date of dispatch of this notice
02/12/2019