Customer Management Service for UK and International Students

Official notice

Authority: Prifysgol Bangor / Bangor University (Education)

ServicesAward procedure without prior publication of a call for competitionSME suitable

Sectors: Education & Training (80) Delivery: Wales (UKL12)

Awarded value£2,429,115published contract · exc. VAT

Awarded 1 Oct 2022no call for competition

Awarded to UniQuest Ltd2 awards

What is being bought

Published requirement description

Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment.

CPV: Higher education services

The lotProcurement structure

single lot · no lot value published

Lot #1Bangor University requires a comprehensive, bilingual (Welsh and English), customer…Awarded

Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum:

Full integration with University systems for the management of data;
A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms;
Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones;
Proactive conversion services, supporting individuals from enquiry through to enrolment;
Provision of additional resources at key times of the year;
Provision of management data on a regular basis to assess and manage performance;
Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international;
Access to lead generation opportunities and data.

Delivery: Wales · Bangor, Gwynedd.

Extensions: The contract will be awarded for three years initially, with the option to extend for a further two years thereafter, up to a maximum term of five years.

Procedure terms & legal framework

From the official record · publisher note attached

Procedure method: Award procedure without prior publication of a call for competition
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded without competition
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Direct award (no call for competition)
GPA / WTO covered: Yes (GPA)
Recurring procurement: Unspecified in notice
First published: 24 Aug 2022, 14:56 BST
Last source update: 7 Oct 2022, 15:23 BST
FTS notice number: 2022/S 000-028287
Classification (CPV): Higher education services
Delivery area: Wales (UKL12)
Official registry OCID: ocds-h6vhtk-03628a Find a Tender

Why no open competition: The works, supplies or services can be provided only by a particular economic operator due to absence of competition for technical reasons
Published justification: These requirements are highly specialised, in particular the requirement for all UK student communications – reactive and proactive, to be available equally in Welsh and English, and our assessment of the market has not revealed another supplier who has the required experience and ability. Therefore the University believes this supplier is the only provider who can deliver the unique portfolio of essential services, experience, technology and data integration, across the UK and international markets, which we require.

Publisher note: (WA Ref:125441)

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 2

Awarded value £2,429,1151 contract exc. VAT · 1 repeated publication of the same award counted once

Bids received 11 from SMEs

Contracts signed 2latest 1 Oct 2022

Awarded to	Value	Date	Status
UniQuest Ltd	£2,429,115 †same award published again · counted once	—	Awarded
UniQuest Ltd	£2,429,115 †	—	Awarded

Contracts

Contract 028287-2022-1 · UniQuest Ltd
Signed
1 Oct 2022
Value
£2,429,115
Status
active
Contract 023641-2022-1 · UniQuest Ltd
Signed
24 Aug 2022
Value
£2,429,115
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
1bids · 0 electronic · 1 from abroad	1	—	—

Contracting authority & participating public bodies

Prifysgol Bangor / Bangor University

Contracting authorityEducationBody governed by public lawEducation Finance Office, Cae Derwen, College Road, Bangor, Wales, LL57 2DGContact email, phone

Dispute resolution & review bodies

High CourtReview body LondonContact phone

Bidders & participating suppliers

1 commercial party on the notice

UniQuest LtdAwarded supplier Park Farm Barn, Brabourne, Brabourne, South East, TN256RGContact phone

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.