Hysbysiad dyfarnu contract
Canlyniadau'r weithdrefn gaffael
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
Transport for Wales
3 Llys Cadwyn, Taff Street
Pontypridd
CF37 4TH
UK
Ffôn: +44 2921673434
E-bost: procurement@tfw.wales
NUTS: UKL
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: http://tfw.wales
Cyfeiriad proffil y prynwr: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA50685
I.2) Caffael ar y cyd
Caiff y contract ei ddyfarnu gan gorff prynu canolog
I.4) Y math o awdurdod contractio
Corff a lywodraethir gan gyfraith gyhoeddus
I.5) Prif weithgaredd
Arall: Transport
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
Contact Centre Services
Cyfeirnod: C000702.00
II.1.2) Prif god CPV
79512000
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
The requirement is for the provision of Contact Centre Services to support TfW
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.1.7) Cyfanswm gwerth y caffaeliad
Gwerth heb gynnwys TAW: 1 500 000.00 GBP
II.2) Disgrifiad
II.2.3) Man cyflawni
Cod NUTS:
UKL
II.2.4) Disgrifiad o’r caffaeliad
TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.
In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.
Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.
The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.
The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:
- 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
Full scope details can be found in ITT Volume 1 document in the tender documentation.
II.2.5) Meini prawf dyfarnu
Maes prawf ansawdd: Quality
/ Pwysoliad: 70
Price
/ Pwysoliad:
30
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Na
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn agored
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Ydy
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2023/S 000-002839
Section V: Dyfarnu contract
Rhif Contract: C000702.00
Dyfernir contract/lot:
Ydy
V.2 Dyfarnu contract
V.2.1) Y dyddiad y daeth y contract i ben
09/11/2023
V.2.2) Gwybodaeth am dendrau
Nifer y tendrau a ddaeth i law: 3
Nifer y tendrau a ddaeth i law gan BBaChau: 1
Nifer y tendrau a dderbyniwyd gan dendrwyr o Aelod-wladwriaethau yr UE: 0
Nifer y tendrau a dderbyniwyd gan dendrwyr o Aelod-wladwriaethau nad ydynt yn aelodau o'r UE: 0
Nifer y tendrau a ddaeth i law drwy ddulliau electronig: 3
Dyfarnwyd y contract i gr?p o weithredwyr economaidd:
Na
V.2.3) Enw a chyfeiriad y contractwr
Journeycall Ltd
3 James Chalmers Road
Arbroath
DD113RQ
UK
NUTS: UKM71
BBaCh yw’r contractwr:
Ydy
V.2.4) Gwybodaeth am werth y contract/lot (heb gynnwys VAT)
Amcangyfrif cychwynnol o gyfanswm gwerth y contract/lot: 1 500 000.00 GBP
Cyfanswm gwerth y contract/lot: 1 500 000.00 GBP
V.2.5) Gwybodaeth am is-gontractio
Section VI: Gwybodaeth ategol
VI.3) Gwybodaeth ychwanegol
Tender documents will be available via eTenderWales at:
https://etenderwales.bravosolution.co.uk/
Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation.
Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive.
(WA Ref:136569)
VI.4) Gweithdrefnau adolygu
VI.4.1) Corff adolygu
High Court
Royal Courts of Justice, The Strand
London
WC2A 2LL
UK
Ffôn: +44 2079477501
VI.5) Dyddiad anfon yr hysbysiad hwn
17/11/2023