Notice Information
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.
Notice Details
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
Buyer & Supplier
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
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)
View full OCDS Record for this contracting process
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.
{
"tag": [
"compiled"
],
"id": "ocds-kuma6s-124267-2022-10-07T00:00:00Z",
"date": "2022-10-07T00:00:00Z",
"ocid": "ocds-kuma6s-124267",
"initiationType": "tender",
"parties": [
{
"id": "org-7",
"name": "Prifysgol Bangor / Bangor University",
"identifier": {
"legalName": "Prifysgol Bangor / Bangor University"
},
"address": {
"streetAddress": "Finance Office, Cae Derwen, College Road",
"locality": "Bangor",
"region": "UKL12",
"postalCode": "LL57 2DG"
},
"contactPoint": {
"email": "n.h.day@bangor.ac.uk",
"telephone": "+44 1248388675"
},
"roles": [
"buyer"
],
"details": {
"classifications": [
{
"id": "Body governed by public law",
"scheme": "TED_CA_TYPE"
},
{
"id": "09",
"description": "Education",
"scheme": "COFOG"
}
],
"url": "http://www.bangor.ac.uk"
}
},
{
"id": "org-8",
"name": "UniQuest Ltd",
"identifier": {
"legalName": "UniQuest Ltd"
},
"address": {
"streetAddress": "Park Farm Barn, Brabourne",
"locality": "Brabourne",
"region": "UKJ4",
"postalCode": "TN256RG"
},
"contactPoint": {
"telephone": "+44 7867970848"
},
"roles": [
"supplier"
],
"details": {
"scale": "sme"
}
},
{
"id": "org-3",
"name": "High Court",
"identifier": {
"legalName": "High Court"
},
"address": {
"streetAddress": "Royal Courts of Justice, The Strand",
"locality": "London",
"postalCode": "WC2A 2LL"
},
"contactPoint": {
"telephone": "+44 2079477501"
},
"roles": [
"reviewBody"
]
},
{
"id": "org-135",
"name": "Prifysgol Bangor / Bangor University",
"identifier": {
"legalName": "Prifysgol Bangor / Bangor University"
},
"address": {
"streetAddress": "Finance Office, Cae Derwen, College Road",
"locality": "Bangor",
"region": "UKL12",
"postalCode": "LL57 2DG"
},
"contactPoint": {
"email": "n.h.day@bangor.ac.uk",
"telephone": "+44 1248388675"
},
"roles": [
"buyer"
],
"details": {
"classifications": [
{
"id": "Body governed by public law",
"scheme": "TED_CA_TYPE"
},
{
"id": "09",
"description": "Education",
"scheme": "COFOG"
}
],
"url": "http://www.bangor.ac.uk"
}
},
{
"id": "org-136",
"name": "UniQuest Ltd",
"identifier": {
"legalName": "UniQuest Ltd"
},
"address": {
"streetAddress": "Park Farm Barn, Brabourne",
"locality": "Brabourne",
"region": "UKJ4",
"postalCode": "TN256RG"
},
"contactPoint": {
"telephone": "+44 7867970848"
},
"roles": [
"supplier"
],
"details": {
"scale": "sme"
}
},
{
"id": "org-46",
"name": "High Court",
"identifier": {
"legalName": "High Court"
},
"address": {
"streetAddress": "Royal Courts of Justice, The Strand",
"locality": "London",
"postalCode": "WC2A 2LL"
},
"contactPoint": {
"telephone": "+44 2079477501"
},
"roles": [
"reviewBody"
]
}
],
"buyer": {
"name": "Prifysgol Bangor / Bangor University",
"id": "org-135"
},
"tender": {
"id": "ocds-kuma6s-124267-tender-125441",
"title": "Customer Management Service for UK and International Students",
"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.",
"status": "complete",
"items": [
{
"id": "1",
"deliveryLocation": {
"description": "Bangor, Gwynedd."
},
"deliveryAddresses": [
{
"region": "UKL12"
},
{
"region": "UKL12"
}
],
"relatedLot": "1"
}
],
"procurementMethod": "limited",
"procurementMethodDetails": "Award procedure without prior publication of a call for competition",
"procurementMethodRationale": "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.",
"mainProcurementCategory": "services",
"documents": [
{
"id": "AUG409289",
"documentType": "awardNotice",
"title": "Customer Management Service for UK and International Students",
"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.",
"url": "https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=AUG409289",
"format": "text/html"
},
{
"id": "OCT414129",
"documentType": "awardNotice",
"title": "Customer Management Service for UK and International Students",
"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.",
"url": "https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=OCT414129",
"format": "text/html"
}
],
"lots": [
{
"id": "1",
"description": "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.",
"status": "complete",
"options": {
"description": "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."
},
"hasOptions": true,
"awardCriteria": {
"criteria": [
{
"type": "price"
}
]
}
}
],
"coveredBy": [
"GPA"
],
"procurementMethodRationaleClassifications": [
{
"id": "D_TECHNICAL",
"description": "The works, supplies or services can be provided only by a particular economic operator due to absence of competition for technical reasons",
"scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL"
}
],
"classification": {
"id": "80300000",
"scheme": "CPV"
},
"legalBasis": {
"id": "32014L0024",
"scheme": "CELEX"
}
},
"awards": [
{
"id": "ocds-kuma6s-124267-award-124267-3",
"suppliers": [
{
"id": "org-8",
"name": "UniQuest Ltd"
}
],
"relatedLots": [
"1"
]
},
{
"id": "ocds-kuma6s-124267-award-125441-317",
"suppliers": [
{
"id": "org-136",
"name": "UniQuest Ltd"
}
],
"relatedLots": [
"1"
]
}
],
"contracts": [
{
"id": "ocds-kuma6s-124267-award-124267-3",
"awardID": "ocds-kuma6s-124267-award-124267-3",
"status": "active",
"value": {
"amount": 2429115,
"currency": "GBP"
},
"dateSigned": "2022-08-24T00:00:00Z"
},
{
"id": "ocds-kuma6s-124267-award-125441-317",
"awardID": "ocds-kuma6s-124267-award-125441-317",
"status": "active",
"value": {
"amount": 2429115,
"currency": "GBP"
},
"dateSigned": "2022-10-01T00:00:00Z"
}
],
"language": "EN",
"description": "(WA Ref:125441)",
"links": [
{
"rel": "canonical",
"href": "https://api.sell2wales.gov.wales/v1?lang=cy/Notice?id=ocds-kuma6s-124267"
}
],
"noticetype": "OJEU - F3 - Contract Award Notice",
"relatedProcesses": [
{
"id": "1",
"relationship": [
"planning"
],
"scheme": "EU-OJ",
"identifier": "2022/S 000-023641"
}
],
"bids": {
"statistics": [
{
"id": "ocds-kuma6s-124267-bidsstatistic-125441-1581",
"measure": "bids",
"value": 1,
"relatedLot": "1"
},
{
"id": "ocds-kuma6s-124267-bidsstatistic-125441-1582",
"measure": "smeBids",
"value": 1,
"relatedLot": "1"
},
{
"id": "ocds-kuma6s-124267-bidsstatistic-125441-1583",
"measure": "foreignBidsFromEU",
"value": 0,
"relatedLot": "1"
},
{
"id": "ocds-kuma6s-124267-bidsstatistic-125441-1584",
"measure": "foreignBidsFromNonEU",
"value": 1,
"relatedLot": "1"
},
{
"id": "ocds-kuma6s-124267-bidsstatistic-125441-1585",
"measure": "electronicBids",
"value": 0,
"relatedLot": "1"
}
]
}
}