Award

Customer Management Service for UK and International Students

PRIFYSGOL BANGOR / BANGOR UNIVERSITY

This public procurement record has 2 releases in its history.

Summary of the contracting process

The procurement process for the contract titled "Customer Management Service for UK and International Students" was completed by Prifysgol Bangor / Bangor University. The contract falls under the services category and involves a specialised procurement method termed "Award procedure without prior publication of a call for competition." The contract, valued at £2,429,115 GBP, was signed on October 1, 2022. The University required a bilingual customer management service for UK and international students, with specific bilingual communication requirements and the need for unique technology and data integration across UK and international markets.

This contract presents growth opportunities for businesses providing customer management services, especially those with experience in bilingual services and data integration. Companies dealing with customer lifecycle management, lead generation, and tailored market offers in both Welsh and English markets would find this tender suitable. The buying organization, Prifysgol Bangor / Bangor University, sought a provider that could deliver essential services and technologies to support student enrollment and engagement across multiple platforms and languages, paving the way for businesses with expertise in these areas to compete effectively.

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Notice Title

Customer Management Service for UK and International Students

Notice 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.

Lot Information

Lot 1

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.

Options: 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.

Procurement Information

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.

Publication & Lifecycle

Open Contracting ID
ocds-kuma6s-124267
Publication Source
Sell2Wales
Latest Notice
https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=124267
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

80 - Education and training services


CPV Codes

80300000 - Higher education services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£2,429,115 £1M-£10M

Notice Dates

Publication Date
7 Oct 20223 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
24 Aug 20223 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Contracting Authority (Buyer)

Main Buyer
PRIFYSGOL BANGOR / BANGOR UNIVERSITY
Contact Name
Not specified
Contact Email
n.h.day@bangor.ac.uk
Contact Phone
+44 1248388675

Buyer Location

Locality
BANGOR
Postcode
LL57 2DG
Post Town
Llandudno
Country
Wales

Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL3 North Wales
Small Region (ITL 3)
TLL32 Gwynedd
Delivery Location
TLL12 Gwynedd

Local Authority
Gwynedd
Electoral Ward
Canol Bangor
Westminster Constituency
Bangor Aberconwy

Supplier Information

Number of Suppliers
1
Supplier Name

UNIQUEST

Further Information

Notice Documents

  • https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=AUG409289
    Customer Management Service for UK and International Students - 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.
  • https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=OCT414129
    Customer Management Service for UK and International Students - 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.

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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