Find a TenderAwarded

Published 7 May 2021, 16:44 BST

Official UK procurement notice

Contact Centre Services for TfW

Official notice

Authority: Transport for Wales (Public body)

ServicesOpen procedureSME suitable

Sectors: Postal and telecommunications services (64)Business Services & Consultancy (79) Delivery: UK

Awarded value£375,000published contract · exc. VAT

Awarded 13 Jan 2021

Awarded to CONNECT ASSIST LTD

What is being bought

Published requirement description

TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.

CPV: Call centre · Customer services · Customer-care services · Office-support services · Telephone and data transmission services · Telephone operator services

The lotProcurement structure

single lot · no lot value published

Lot #1TfW requires the provision of Contact Centre servicesAwarded

TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales.

The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals.

The current bus projects are operated under our “fflecsi” brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries & Bookings.

The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives:

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

Delivery: UK

Extensions: As defined in the Procurement documents

64210000 Telephone and data transmission services 79342300 Customer services 79342320 Customer-care services 79500000 Office-support services 79511000 Telephone operator services

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Quality: 50%Price: 50%

Published award criteria (2)

Quality: 50
Price: 50

What this means for your bid

Price carries 50 of 100 points: a 10% discount moves about 5 points. This one is won on the number: sharpen the price before polishing the prose.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record · publisher note attached

Procedure method: Open procedure
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Yes (GPA)
Recurring procurement: Unspecified in notice
First published: 7 May 2021, 16:44 BST
Last source update: 7 May 2021, 16:44 BST
Authority reference: TfW-C000288.00
FTS notice number: 2021/S 000-010024
Classification (CPV): Call centreCustomer servicesCustomer-care servicesOffice-support servicesTelephone and data transmission servicesTelephone operator services
Delivery area: UK
Official registry OCID: ocds-h6vhtk-02ae99 Find a Tender

Publisher note: The value of the contract is estimated as it will be dependent on demand for services. The contract value will not exceed 375,000.00 GBP (WA Ref:110444)

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £375,0001 contract exc. VAT

Bids received 32 from SMEs

Contracts signed 1latest 13 Jan 2021

Awarded to	Value	Date	Status
CONNECT ASSIST LTDSME	£375,000 †	—	Awarded

Contracts

Contract 010024-2021-C000288.00-1 · CONNECT ASSIST LTDSME
Signed
13 Jan 2021
Value
£375,000
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
3bids · 3 electronic · 3 from abroad	2	—	—

Contracting authority & participating public bodies

Transport for Wales

Contracting authorityPublic bodyBody governed by public lawTransport related services 3 Llys Cadwyn,, Pontypridd,, Wales, CF37 4THContact name, email, phone

Dispute resolution & review bodies

High CourtReview body LondonContact phone

Bidders & participating suppliers

1 commercial party on the notice

CONNECT ASSIST LTDAwarded supplier CONNECT ASSIST LTD, Unit 3 Cefn Coed Parc, Nantgarw, Cardiff, Wales, CF157QQ

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.