The Arts Council of England: All In Member Services Hub delivery partner

UK-Manchester: Customer services.


Preliminary Questions
   This notice is for prior information only: Yes
   This notice aims at reducing time-limits for receipt of tenders: No
   This notice is a call for competition: No
         
Section I: Contracting Authority

I.1) Name and addresses:
       Arts Council England
       The Hive, 2nd Floor 47 Lever Street, Manchester, M1 1FN, United Kingdom
       Tel. +44 1619344317, Email: procurement.services@artscouncil.org.uk
       Contact: Procurement Services
       Main Address: https://www.artscouncil.org.uk/supplying-arts-council
       NUTS Code: UK
      Specifications and additional documents: As Above
I.2) Joint procurement:
   The contract involves joint procurement: No.
   The contract is awarded by a central purchasing body: No .

I.3) Communication          
   Further information can be obtained from: the above mentioned address

I.4) Type of the contracting authority    
   Body governed by public law
I.5) Main activity:    
   Recreation, culture and religion

Section II: Object
      
II.1) Scope of the procurement - 1
   II.1.1) Title: All In Member Services Hub delivery partner    
          Reference number: ACE 669 ITT
   II.1.2) Common Procurement Vocabulary:       
      79342300 - Customer services.
   II.1.3) Type of contract: SERVICES
   II.1.4) Short description:    
      Contract Term: up to four years (April 2025 - March 2029) Total Contract Value: up to £170,000 excluding VAT Arts Council England (ACE) are seeking to appoint a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat). We are currently scoping out our requirements and would welcome the opportunity to discuss this further with potential suppliers who have knowledge and experience of delivering accessible customer support, informed by the Social Model of Disability, via some market engagement meetings on 23rd and 24th January 2025 through Microsoft Teams. To help you prepare, the topics we wish to discuss are: 1) Your proposed approach for delivery 2) How the services may evolve over time 3) Charges/payment profile 4) Contract duration 5) Social Value opportunities. If you are interested in participating in our market engagement activities, please forward: - some brief information (max 2 sides of A4) about your organisation and your experience of delivering accessible customer support - the names, job titles and email addresses, of the individuals available to attend our market engagement meetings via teams on 23rd and 24th January 2025 to procurement.services@artscouncil.org.uk by 2pm on 22nd January 2025. Please quote procurement reference ACE 669 in the subject line of your email.          
   II.1.5) Estimated total value:       
      Value excluding VAT (give figures only) : 170,000 - GBP
   II.1.6) Information about lots:
      This contract is divided into lots: No          
      Maximum number of lots that may be awarded to one tenderer: Not Provided       
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: Not Provided

II.2) Lot Description    
   II.2.3) Place of performance:       
      Region Codes:               
         UK - UNITED KINGDOM    
   II.2.4) Description of the procurement:       
      Contract Term: up to four years (April 2025 - March 2029) Total Contract Value: up to £170,000 excluding VAT Arts Council England (ACE) are seeking to appoint a delivery partner for our All In Member Services Hub. All In is a new arts access scheme for D/deaf, disabled, and neurodivergent people in the UK and Ireland. You can find out more on our website: https://www.artscouncil.org.uk/developing-creativity-and-culture/diversity/all-in Creative and cultural experiences should be accessible to all. By removing barriers, organisations across the UK and Ireland can welcome more people with access requirements through their doors. Together, we will work towards a sector which says, ‘everyone’s welcome’. This advert refers to the commissioning of a customer support service to support the operation of All In; the new Access Scheme supporting the experience of D/deaf, Disabled and Neurodivergent people when attending arts and cultural events in the UK and Ireland, launching in Autumn/Winter 2025. The Member Services Support Hub will specifically support individuals who are members of the scheme - D/deaf, Disabled and Neurodivergent people who buy tickets and attend arts and cultural events – with all aspects of managing their membership (e.g. understanding what All In offers, setting up their account, low level tech support and navigating our online platform). The Member Services Support Hub needs to offer various accessible ways for members to seek and receive high quality support (e.g. telephone, email, online chat). We are currently scoping out our requirements and would welcome the opportunity to discuss this further with potential suppliers who have knowledge and experience of delivering accessible customer support, informed by the Social Model of Disability, via some market engagement meetings on 23rd and 24th January 2025 through Microsoft Teams. To help you prepare, the topics we wish to discuss are: 1) Your proposed approach for delivery 2) How the services may evolve over time 3) Charges/payment profile 4) Contract duration 5) Social Value opportunities If you are interested in participating in our market engagement activities, please forward: - some brief information (max 2 sides of A4) about your organisation and your experience of delivering accessible customer support - the names, job titles and email addresses, of the individuals available to attend our market engagement meetings via teams on 23rd and 24th January 2025 to procurement.services@artscouncil.org.uk by 2pm on 22nd January 2025. Please quote procurement reference ACE 669 in the subject line of your email.    
   II.2.14) Additional information       
      Not Provided


II.3) Estimated Date of publication
         21/02/2025
      
      
Section IV: Procedure   

IV.1) Description       
   IV.1.8) Information about Government Procurement Agreement (GPA )
         The contract is covered by the Government Procurement Agreement (GPA) - YES

Section VI: Complementary Information    
VI.3) Additional Information:       
   To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=915766395
GO-202519-PRO-29086496 TKR-202519-PRO-29086495        

VI.5) Date Of Dispatch Of This Notice: 09/01/2025