Customer Satisfaction Survey Contract – Department for Communities

Customer Satisfaction Survey Contract – Department for Communities

To effectively carry out a Customer Satisfaction Survey by telephone.

United Kingdom-Belfast: Market and economic research; polling and statistics

2018/S 152-349103

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Department for Communities
Corporation Street
Belfast
BT1 3BA
United Kingdom
E-mail: patrice.gilpin@finance-ni.gov.uk
NUTS code: UK
Internet address(es):Main address: https://etendersni.gov.uk/epps

Address of the buyer profile: https://etendersni.gov.uk/epps

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://etendersni.gov.uk/epps
Additional information can be obtained from the abovementioned address
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

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

DfC — Customer Satisfaction Survey of Department for Communities Work and Inclusion (DfC WI) Group Customers

II.1.2)Main CPV code

79300000

II.1.3)Type of contract

Services

II.1.4)Short description:

Department for Communities (DFC) is the largest of nine Northern Ireland departments. DfC wishes to appoint a contractor to effectively carry out a Customer Satisfaction Survey by telephone to inform baseline customer satisfaction levels across 13 business areas.

II.1.5)Estimated total value

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)

79342300
79342310
79342311

II.2.3)Place of performance

NUTS code: UKN

II.2.4)Description of the procurement:

Department for Communities (DFC) is the largest of nine Northern Ireland departments. DfC wishes to appoint a contractor to effectively carry out a Customer Satisfaction Survey by telephone to inform baseline customer satisfaction levels across 13 business areas.

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

Value excluding VAT: 211 000.00 GBP

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

Duration in months: 12
This contract is subject to renewal: yes
Description of renewals:

The Client may, at its sole discretion, extend the duration of this Contract for any Extension Period

Up to and including 12 months commencing from the expiry date of the original Contract Term by giving the Contractor no less than one (1) Month’s written notice prior to the end of the Initial Term.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

The Client may, at its sole discretion, extend the duration of this Contract for any Extension Period up to and including 12 months commencing from the expiry date of the original Contract Term by giving the Contractor no less than one (1) Month’s written notice prior to the end of the Initial Term.

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

The figure in II.2.6 is the maximum estimated Contract value which ranges from: 100 000 — 215 000 GBP. The range reflects the potential scale of the Contract and takes into account changes to the scope/and or scale. The pricing. strategy applied and the setting of cost/profit margins are a commercial decision for economic operators when submitting a bid.

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

List and brief description of selection criteria:

As per Tender documentation

III.1.3)Technical and professional ability

List and brief description of selection criteria:

As per Tender documentation

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: yes
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: 10/09/2018
Local time: 15:00
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

Tender must be valid until: 09/12/2018

IV.2.7)Conditions for opening of tenders

Date: 10/09/2018
Local time: 15:30

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published:

To be reviewed when the Contract period is in due to expire.

VI.2)Information about electronic workflows

VI.3)Additional information:

The successful contractor’s performance on the contract will be regularly monitored. Contractors not delivering on contract requirements is a serious matter. It means the public purse is not getting what it is paying for. If a contractor fails to reach satisfactory levels of contract performance they will be given a specified time to improve. If, after the specified time, they still fail to reach satisfactory levels of contract performance, the matter will be escalated to senior management in CPD for further action. If this occurs and their performance still does not improve to satisfactory levels within the specified period, it may be regarded as an act of grave professional misconduct and they may be issued with a Certificate of Unsatisfactory Performance and the contract may be terminated. The issue of a Certificate of Unsatisfactory Performance will result in the contractor being excluded from all procurement competitions being undertaken by Centres of Procurement Expertise on behalf of bodies covered by the Northern Ireland Procurement Policy for a period of twelve months from the date of issue of the certificate.. The Authority expressly reserves the rights:

1) not to award any contract as a result of the procurement process commenced by publication of this notice;

2) to make whatever changes it may see fit to the content and structure of the tendering Competition;

3) to award (a) contract(s) in respect of any part(s) of the [services] covered by this notice; and

4) to award contract(s) in stages and in no circumstances will the Authority be liable for any costs incurred by candidates.

VI.4)Procedures for review

VI.4.1)Review body

The UK does not have any such bodies with responsibility for appeal/mediation procedures.
N/A
United Kingdom

VI.4.2)Body responsible for mediation procedures

The UK does not have any such bodies with responsibility for appeal/mediation procedures.
N/A
United Kingdom

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

CPD will comply with the Public Contracts Regulations 2015 and, where. appropriate, will incorporate a standstill period (i.e. a minimum of 10 calendar days) at the point information on the award of contract is communicated to tenderers. That notification will provide full information on the award decision. This provides time for the unsuccessful tenderers to challenge the award decision before the contract is entered into.

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

06/08/2018

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