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

Careers Wales Mystery Shopper Evaluation.

2.2

Description of the goods or services required

Background to Careers Wales

We are the national careers service for Wales. We are a wholly owned subsidiary of the Welsh Government, established in 2012. We provide an all-age, bi-lingual independent careers information, advice and guidance (CIAG) to the people of Wales, as well as facilitating employer engagement in schools and delivering curriculum support to enable schools to deliver effective Careers and Work-Related Experiences.

We deliver our work via a variety of channels (in-person, video, telephone) and operate a telephone helpline through the medium of Welsh and English. We work with a wide range of customers and stakeholders including individuals, schools, parents, training providers, employers, local authorities and other public and civil society organisations.

Through our work, we support the delivery of Welsh Government policy objectives and play a key role in education, training and employment outcomes across Wales.

Our most recent annual report can be found here: Annual Report 2023-2024.

1. Tenders for this work can be submitted in Welsh

2. Tenders submitted in Welsh will not be treated less favourably than those submitted in English.

3. The closing dates for the Tender will be the same for those submitted in Welsh and English

4. The timetable for responding to the bids in Welsh will be the same as those submitted in English

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=157788.

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

Purpose

Careers Wales is seeking a supplier to develop and run a comprehensive mystery shopper program that will evaluate customer experience at careers centres, by phone, via webchat, and through all service entry points. The aim is to evaluate the accessibility of services for customers and their experiences across multiple channels, primarily in Welsh and English but also considering other languages and communication formats.

It is expected that the successful provider will;

• Outline approaches and information requirements as part of the application.

• Propose a relevant sample size for each activity to be evaluated.

• To provide a report that will reflect experiences from all 22 local authorities.

• Conduct research through the medium of Welsh and English.

3 Conditions for Participation

3.1

Minimum standards and qualification required

The goals of the mystery shopper are:

• To document the overall experience of customers accessing Careers Wales services through each access point. This includes – Offices, outreach, telephone, email, web chat, the booking app and messaging through social media.

• The mystery shopper will evaluate each entry point to the service including webchat, offices, outreach, and email, messaging through social media, call back form and the booking app.

• To identify how effectively services are offered including how easily customers access what they need, receive additional support and whether expectations are met such as receiving information opportunities to book an interview, or appropriate referrals etc.

• Evaluate from the customer's perspective, aspects such as bilingualism, helpfulness and approachability.

• Review the user experience when alternative communication methods are required, such as BSL video interpretation, hearing loops, braille, language line and any other services.

Outcomes

• Evidence from this research will act as a baseline and inform future improvements to service delivery.

• It is anticipated that to answer the research questions set out above, a mixed methods approach will be required. This will include mystery shopper activities and site visits.

• The successful provider will need to adhere to safeguarding and data protection protocols.

• A comprehensive report summarising feedback from the evaluation, highlighting key themes and providing recommendations for improvement.

• The capacity to conduct the evaluation and produce all associated reporting in both Welsh and English is essential. Additionally, it is expected that the perspectives of Welsh speakers, as well as those who have accessed services through the medium of Welsh will be included.

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

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

Tender scoring structure

• Outline the measures your organisation has implemented to embed environmental sustainability across all areas of service delivery, procurement, and internal operations. 10 Marks

• Describe how you will commit to fair work practices for workers (including any agency or sub-contractor workers) engaged in the delivery of this contract. 10 marks

• Outline the approach you will take to achieve these objectives. 30 marks

• Give an example of research you have conducted in Welsh and English 20 marks

• Price. 30 Marks

The price marks are based on the percentage difference in price compared to the lower score

• December 2025 – 31st of March 2026 (all work to be completed and paid for within this time frame.)

(WA Ref:157788)

5.2

Additional Documentation

5.3

Publication date of this notice