The Arts Council of England: ACE 669 ITT - All In Member Services Hub delivery partner

UK-Manchester: Customer services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       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

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.4)Type of the contracting authority:
      Body governed by public law

   I.5) Main activity:
      Recreation, culture and religion

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: ACE 669 ITT - All In Member Services Hub delivery partner            
      Reference number: ACE 669 ITT

      II.1.2) Main CPV code:
         79342300 - Customer services.


      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: Arts Council England (ACE) have appointed 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).

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 411,463.6
                  
         Currency:GBP            

   II.2) Description

      II.2.2) Additional CPV code(s):
      Not Provided

      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.2.4) Description of the procurement: Arts Council England (ACE) have appointed 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).

      II.2.5) Award criteria:
      Quality criterion - Name: Quality Technical / Weighting: 80
      Quality criterion - Name: Social Value / Weighting: 10
                  
      Cost criterion - Name: Price / Weighting: 10
            

      II.2.11) Information about options
         Options: Yes
         Description of these options:There will be two options to extend the contract, for up to 12 months each, until 30th June 2029.

      II.2.13) Information about European Union funds
         The procurement is related to a project and/or programme financed by European Union funds: No
         

      II.2.14) Additional information: Not Provided


Section IV: Procedure

IV.1) Description

   IV.1.1)Type of procedure: Open


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
       Notice number in the OJEU: 2025/S 000-000680
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: ACE 669 ITT    
   Lot Number: Not Provided    
   Title: ACE 669 - All In Member Services Hub delivery partner

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 12/08/2025

      V.2.2) Information about tenders
         Number of tenders received: 3
         Number of tenders received from SMEs: 3 (SME - as defined in Commission Recommendation 2003/361/EC)          
         Number of tenders received from tenderers from other EU Member States: 0          
         Number of tenders received from tenderers from non-EU Member States: 0          
         Number of tenders received by electronic means: 3

      V.2.3) Name and address of the contractor

      The contract has been awarded to a group of economic operators: No
         
         Contractor (No.1)
             This Named Company Ltd trading as The Card Network, 04306571
             Network House, St Ives Way, Sandycroft, Deeside, Deeside, CH5 2QS, United Kingdom
             NUTS Code: UK
            The contractor is an SME: Yes

      V.2.4) Information on value of the contract/lot (excluding VAT)
         Initial estimated total value of the contract/lot: Not Provided          
         Total value of the contract/lot: 411,463.6
         Currency: GBP

      V.2.5) Information about subcontracting
         The contract is likely to be subcontracted: No
         
Section VI: Complementary information

   VI.3) Additional information: To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=974629760
   VI.4) Procedures for review

      VI.4.1) Review body
          Royal Courts of Justice
          London, WC2A 2LL, United Kingdom

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 19/08/2025