Official UK procurement notice
Customer Journey Mapping · UK public procurement notice
Authority: Natural Resources Wales (Public body)
What is being bought
Published requirement descriptionWith the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T
CPV: Corporate governance rating services · Customer survey services
The lotProcurement structure
single lot · no lot value publishedLot #1Since its creation in 2013, NRW has never measured the holistic customer experienceAwarded
Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.
What it takes to wini
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 morei
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).
Published award criteria (2)
- Quality: 60
- Price: 40
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
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
- No (one-off requirement)
- First published
- 8 Dec 2021, 16:15 GMT
- Last source update
- 2 May 2023, 09:25 BST
- Award evaluation window
- 20 Jan 2022 – …
- Authority reference
91294- FTS notice number
2023/S 000-012445- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02fedfFind a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
As detailed in specification
Publisher note: (WA Ref:131175)
How it was run
Official notice- Submission deadline
- 20 Jan 2022, 14:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Bids opened
- 20 Jan 2022, 14:30 GMT
Timeline
20 Jan 2022 → 2 May 2023 · 3 dates- Submission deadline20 Jan 2022, 14:00 GMT
- Bids opened20 Jan 2022, 14:30 GMT
- Notice published2 May 2023, 09:25 BST
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete2 May 2023, 09:25 BST
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Mima Group LtdSME | — | — | Awarded |
Contracts
Contract 012445-2023-91826-1 · Mima Group LtdSME
- Signed
- 7 Feb 2022
- Value
- —
- Status
- active
Bid statistics published by the authority
| Lot | Bids | SME | VCSE | Valid bid range |
|---|---|---|---|---|
| Since its creation in 2013, NRW has never measured the holistic customer experience | 2bids · 2 electronic · 2 from abroad | 2 | — | £140,570 – £149,650 |
| Whole notice | — | — | — | £140,570 – £149,650 |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- High CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- Mima Group LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.