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Summary

OCID:: ocds-kuma6s-048792
Published by:: PTI Cymru Holdings Ltd
Authority ID:: AA0910
Publication date:: 08 July 2016
Deadline date:: 05 October 2016
Notice type:: Contract Notice
Has documents:: Yes
Has SPD:: No
Has Carbon Reduction Plan:: N/A

Abstract

PTI Cymru No 2 Ltd is seeking a potential provider to supply a bi-lingual call handling service for customers wishing to obtain information, make complaints, arrange bookings and additional other enquiries relating to travel throughout Wales. The purpose of this notice is to better understand the capability and capacity of potential suppliers to deliver such a service, under sub contract arrangements. Potential suppliers are requested to register their interest via Sell2Wales by 12:00 noon 29th July 2016. The customer and call handling service would be the primary contact point for nominated potential customers of PTI Cymru, which due to capacity constraints PTI might not be in a position to service directly. The contractor would be providing information and taking requests for services via a number of channels, live calls, emails, SMS and social media. The service will consist of the following elements: - Call Handling (bilingual – English and Welsh) - Email – handling and responses - Complaint handling - Customer feedback - Liaise with relevant escalation teams - Customer Call backs - Bookings - Reception service - Information line - Text messaging service - Call monitoring/recording - Daily/weekly/monthly/annual reporting - Conference calls - Social media management - Weekly/monthly/annual contract meetings

Full notice text

CONTRACT NOTICE – NATIONAL

Notice Type: SERVICES

1 Authority Details

1.1 Authority Name and Address

Official Name: PTI Cymru Holdings Ltd
Postal Address: Operations, PO Box 83,
Town: Cardiff	Postal Code: CF11 1NA	Country: UK
For the attention of: Sian Musk	Telephone: +44 2920344475
E-Mail: sianmusk@pticymru.com	Fax:
Internet Address (URL): Electronic submission of tenders and requests to participate: www.sell2wales.gov.wales

1.2 Address from which documentation may be obtained

As in 1.1

1.3 Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1 Title

Customer/Call Handling Service

2.2 Description of the goods or services required

The purpose of this notice is to better understand the capability and capacity of potential suppliers to deliver such a service, under sub contract arrangements.

Potential suppliers are requested to register their interest via Sell2Wales by 12:00 noon 29th July 2016.

The customer and call handling service would be the primary contact point for nominated potential customers of PTI Cymru, which due to capacity constraints PTI might not be in a position to service directly. The contractor would be providing information and taking requests for services via a number of channels, live calls, emails, SMS and social media.

The service will consist of the following elements:

- Call Handling (bilingual – English and Welsh)

- Email – handling and responses

- Complaint handling

- Customer feedback

- Liaise with relevant escalation teams

- Customer Call backs

- Bookings

- Reception service

- Information line

- Text messaging service

- Call monitoring/recording

- Daily/weekly/monthly/annual reporting

- Conference calls

- Social media management

- Weekly/monthly/annual contract meetings

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at http://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=48792.

2.3 Notice Coding and Classification

a) Commodity Codes

	Code		Description
	79510000		Telephone-answering services

b) Delivery Location/Area

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

2.4 Total quantity or scope of tender

3 Conditions for Participation

3.1 Minimum standards and qualification required

Potential suppliers are requested to register their interest via Sell2Wales by 12:00 noon 29th July 2016. Further documents will be available after this date.

4 Administrative Information

4.1 Type of Procedure

Single stage

4.2 Reference number attributed to the notice by the contracting authority

N/a

4.3 Time Limits

Time-limit for receipt of completed tenders
29-07-2016 Time 12:00

Estimated award date
26-08-2016

4.5 Language or languages in which tenders or requests to participate can be drawn up

4.6 Tender Submission Postbox

5 Other Information

5.1 Additional Information

(WA Ref:48792)

5.2 Additional Documentation

5.3 Publication date of this notice

08-07-2016

SF 51a

Coding

Commodity categories

ID	Title	Parent category
79510000	Telephone-answering services	Office-support services

Delivery locations

ID	Description
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
100	UK - All
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.

ID	Description
There are no alert restrictions for this notice.

About the buyer

Main contact:: sianmusk@pticymru.com
Admin contact:: N/a
Technical contact:: N/a
Other contact:: N/a

Further information

Date	Details
19/07/2016 16:18	Notice date(s) changed The Deadline date was changed from 29/07/2016 12:00 to 31/08/2016 12:00. The incorrect date was entered, interest in the notice needs to be done by 29th July 2016 but the tender completion date is not until the end of Aug 2016.
11/08/2016 14:19	Notice date(s) changed The Deadline date was changed from 31/08/2016 12:00 to 19/09/2016 12:00. Due to resource and annual leave this has been changed. Tender documents should be available nearer the end of August.
23/08/2016 09:56	ADDED FILE: Customer/Call Handling Service Invitation to Tender
23/08/2016 09:56	ADDED FILE: Customer/Call Handling Service Pricing
23/08/2016 09:57	ADDED FILE: Customer/Call Handling Service Sample Contract
23/08/2016 09:59	ADDED FILE: Customer/Call Handling Service Tender Acknowledgement Form
06/10/2016 09:13	Notice Cancelled This notice has been cancelled. The original deadline date of 19/09/2016 is no longer applicable. Thank you for expressing an interest in the Customer/Call Handling Service. Unfortunately we have had to put a hold on this procurement. We are currently working with internal resource to support this service in house for the time being. However, we may be reviewing this position in the future and will contact all those who expressed an interest in this work if this is the case. Thank you again for your interest and we apologise for any inconvenience and that we are not able to progress this any further at this time.

Additional documents

The following additional documents have been attached to this notice. To obtain these documents please select the individual file names below.

Current documents

docx

TENDER ACKNOWLEDGEMENT FORM.docx

docx13.64 KB

This file may not be accessible.

pdf

Sample Contract.pdf

pdf246.27 KB

This file may not be accessible.

xlsx

Pricing.xlsx

xlsx9.75 KB

This file may not be accessible.

doc

Invitation to Tender.doc

doc170.50 KB

This file may not be accessible.

Replaced documents

There are no previous versions of these documents.

Customer/Call Handling Service

Contents

Summary

Abstract

Full notice text

CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

2 Contract Details

2.1

Title

2.2

Description of the goods or services required

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

4.2

Reference number attributed to the notice by the contracting authority

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

5.2

Additional Documentation

5.3

Publication date of this notice

Coding

Commodity categories

Delivery locations

Alert region restrictions

About the buyer

Further information

Additional documents

Current documents

Replaced documents