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: caroline.doidge@britishcouncil.org
NUTS: UK
Internet address(es)
Main address: https://in-tendhost.co.uk/britishcouncil/aspx/Home
Address of the buyer profile: 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
2023_Global - Think Customer
Reference number: BC/02803
II.1.2) Main CPV code
79400000
II.1.3) Type of contract
Services
II.1.4) Short description
The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey. The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales and service model, co-design and then support the implementation of the future operating model.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Value excluding VAT:
1 942 605.00
GBP
II.2) Description
Lot No: 1
II.2.1) Title
Realising business performance through customer centricity.
II.2.2) Additional CPV code(s)
79400000
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 recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course
II.2.5) Award criteria
Price
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
Lot No: 2
II.2.1) Title
Building a high performing sales and customer service function
II.2.2) Additional CPV code(s)
79400000
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 recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course
II.2.5) Award criteria
Price
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:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-004354
Section V: Award of contract
Lot No: 1
Title: Realising business performance through customer centricity.
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
06/06/2023
V.2.2) Information about tenders
Number of tenders received: 11
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from EU Member States: 11
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 11
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Engine Partners UK LLP
London
UK
NUTS: UK
The contractor is an SME:
No
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:
: 961 700.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: 2
Title: Building a high performing sales and customer service function
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
05/07/2023
V.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from EU Member States: 4
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Clarasys Ltd
London
UK
NUTS: UK
The contractor is an SME:
No
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:
: 980 905.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
British Council - London
London
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
05/07/2023