Customer Relationship Research Halifax

Customer Relationship Research Halifax

To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants.

United Kingdom-Halifax: Customer survey services

2016/S 090-159981

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Together Housing Association Ltd
Bull Green House, Bull Green
Halifax
HX1 2EB
UNITED KINGDOM
Contact person: Matt Peters
E-mail: matt.peters@togetherhousing.co.uk
NUTS code: UKE
Internet address(es):Main address: http://www.togetherhousing.co.uk
I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://xantive.supplierselect.com/rfp/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://xantive.supplierselect.com/rfp/
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Other activity: social housing

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

THA Strategic Research Programme.

II.1.2)Main CPV code

79342310

II.1.3)Type of contract

Services

II.1.4)Short description:

To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment.

II.1.5)Estimated total value

Value excluding VAT: 200 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

79342311
79311200
79311000

II.2.3)Place of performance

NUTS code: UKE
NUTS code: UKD4

II.2.4)Description of the procurement:

Broadly, the objectives of the Strategic Research Programme are:

— To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment.

— To establish an accurate measure of tenant satisfaction, and experience, that can be used to monitor performance, and improvement, over time.

— To undertake the methodology of STAR-T that allows us to use an existing transactional survey methodology that we can bespoke with the addition of our own question sets that allow us to not only bench mark within and outside of our sector — but also to give us strategic customer insight.

— To identify which aspects of the relationship motivate loyalty (since loyalty, and not just satisfaction, is a route to profitability).

— To identify priorities for improvement — areas where investment in change would bring the greatest financial and performance return.

— To examine the financial impact of customer satisfaction, dissatisfaction and loyalty.

— To provide THA with clear guidance to ensure that maximum benefit is gained from the measurement activity.

— To offer flexibility and growth with the research partner. This could mean that as we test new services we will require ad hoc research to provide an evidence base to ensure that sound decision making is in place.

— To enhance THA’s image by demonstrating to tenants and staff that it is a ‘customer centric’ organisation.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

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

1) Click the link https://xantive.supplierselect.com/buy/

2) Click the link ‘Create a new organization account’;

3) Register an account;

4) Login with new details;

5) Click ‘Public Projects’ link at top right of screen;

6) Click ‘Create Invitation’ for the ‘THA Strategic Research’ project;

7) Change Status to Accepted;

8) Complete questionnaire displayed and change the status to ‘Submitted’.

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 06/06/2016
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English
IV.2.6)Minimum time frame during which the tenderer must maintain the tender

IV.2.7)Conditions for opening of tenders

Date: 06/06/2016
Local time: 12:01

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Together Housing Association Ltd
Halifax
UNITED KINGDOM
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

09/05/2016

 

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