Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Transport for Wales
3 Llys Cadwyn, Taff Street
Pontypridd
CF37 4TH
UK
Telephone: +44 2921673434
E-mail: procurement@tfw.wales
NUTS: UKL
Internet address(es)
Main address: http://tfw.wales
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
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
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5) Main activity
Other: Transport
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Services
Reference number: C000702.00
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
The requirement is for the provision of Contact Centre Services to support TfW
II.1.5) Estimated total value
Value excluding VAT:
1 500 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKL
II.2.4) Description of the procurement
TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.
In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.
Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.
The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.
The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:
- 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
Full scope details can be found in ITT Volume 1 document in the tender documentation.
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:
1 500 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 18
This contract is subject to renewal: Yes
Description of renewals:
Option to extend for up to 12 months
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.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Please refer to tender documentation.
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
Please refer to tender documentation
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:
01/03/2023
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:
02/03/2023
Local time: 12:00
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
Tender documents will be available via eTenderWales at:
https://etenderwales.bravosolution.co.uk/
Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation.
Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive.
NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at http://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625
Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:
Please refer to the Tender Documentation
(WA Ref:128625)
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
30/01/2023
Information added to the notice since publication.
Additional information added to the notice since it's publication.
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No further information has been uploaded.
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Commodity Categories
Commodity Categories
| 79512000 | Call centre | Telephone-answering services |
| 85 | Transport for Wales | Sell2Wales Projects |
Delivery Locations
Delivery Locations
| 1017 | Bridgend and Neath Port Talbot |
| 1022 | Cardiff and Vale of Glamorgan |
| 1015 | Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf) |
| 1013 | Conwy and Denbighshire |
| 1020 | East Wales |
| 1023 | Flintshire and Wrexham |
| 1016 | Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly) |
| 1012 | Gwynedd |
| 1011 | Isle of Anglesey |
| 1021 | Monmouthshire and Newport |
| 1024 | Powys |
| 1014 | South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion) |
| 1018 | Swansea |
| 1000 | WALES |
| 1010 | West 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
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There are no alert restrictions for this notice.
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