Market Research Services for Post Office Limited

Market Research Services for Post Office Limited

Post Office Limited seeks to enter into a Framework Agreement with multiple suppliers for the provision of market research and customer insights services.

United Kingdom-London: Market research services

2016/S 151-274448

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Post Office Limited
Finsbury Dials, 20 Finsbury St
For the attention of: Walton Steven
EC2Y 9AQ London
United Kingdom
Telephone: +44 7841926820
E-mail: steven.walton@postoffice.co.uk

Internet address(es):

General address of the contracting authority: www.postoffice.co.uk

Address of the buyer profile: www.postoffice.co.uk

Electronic access to information: www.postoffice.bravosolution.co.uk

Electronic submission of tenders and requests to participate: www.postoffice.bravosolution.co.uk

Further information can be obtained from: Post Office Limited
Internet address: www.postoffice.bravosolutions.co.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Post Office Limited
Internet address: www.postoffice.bravosolutions.co.uk

Tenders or requests to participate must be sent to: Post Office Limited
Internet address: www.postoffice.bravosolutions.co.uk

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Other: UK postal administrative services

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Market Research Services for Post Office Limited.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services
Main site or location of works, place of delivery or of performance: UK.

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 12

Duration of the framework agreement

Duration in months: 48

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 2 500 000 and 10 000 000 GBP

II.1.5)Short description of the contract or purchase(s)

Post Office Limited seeks to enter into a Framework Agreement with multiple suppliers for the provision of market research and customer insights services to include all aspects of the end-to-end research process including recruitment, fieldwork, data processing, analysis, reporting, presentations etc.
It is intended that there will be 4 Lots under the Framework Agreement. It is estimated that the total annual value of the services across all 4 Lots will be circa £2,500,000. The estimated annual value per lot is as follows:
— Lot 1: 800 000 GBP;
— Lot 2: 600 000 GBP;
— Lot 3: 300 000 GBP; and
— Lot 4: 400 000 GBP
Post Office Limited cannot guarantee any level of work or spend throughout the life of this Framework Agreement. E-auctions may be used as part of any mini-competition process when awarding contracts under the Framework Agreement.
It is envisaged that the final Framework will consist of 10-12 suppliers across the entire agreement.

II.1.6)Common procurement vocabulary (CPV)

79310000, 79342000, 79342310, 72413000, 79342311, 79311000, 79312000, 79314000, 79311300

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Post Office Limited requires the provision of market research services for the following 4 areas, each covered as a separate Lot, which are listed below. It is intended that the services will relate to the Post Office branches across the UK (circa 12 000) as well as Post Office Limited’s numerous online channels/products. The precise requirements will vary depending on the level of the Post Office business concerned — i.e. whether it is national, regional, local or branch level. Agencies must (i) be Association of Qualitative Research (AQR) members or equivalent, and also (ii) hold Market Research Society (MRS) Company partner/full member status, ESOMAR or equivalent.
Suppliers are invited to bid for all Lots or any one or more complete Lots.
The 4 lots are as follows:
Lot 1: Strategic customer experience research and quantitative brand and/or advertising research;
Lot 2: Ad-hoc quantitative and qualitative research;
Lot 3: Mystery shopping services; and
Lot 4: Continuous website feedback programme, panel and communities and digital user testing services — i.e. AB testing, website user experience testing — For the avoidance of doubt there will not be a requirement to build websites for Post Office Ltd
Estimated value excluding VAT:
Range: between 2 500 000 and 10 000 000 GBP

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 48 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Lot 1: Strategic customer experience research and/or quantitative brand and advertising research

1)Short description

Continuous strategic relationship tracking,
Post Office brand and advertising tracking,
Product and category level customer feedback and satisfaction tracking.
Ad hoc advertising and communications testing pre and post and evaluation.

2)Common procurement vocabulary (CPV)

79310000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion

5)Additional information about lots

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Lot No: 2 Lot title: Ad-hoc quantitative and qualitative research

1)Short description

— Post Office will require successful agencies to give evidence of knowledge and expertise in Qualitative and Quantitative research. Agencies must be able to demonstrate capabilities in both and should be able to demonstrate experience in delivering strategic insight for multi-channel retailers/financial services providers or a similarly structured business to Post Office Limited.

2)Common procurement vocabulary (CPV)

79310000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion

5)Additional information about lots

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Lot No: 3 Lot title: Mystery shopping services

1)Short description

Post Office will require agencies to give evidence of knowledge and expertise in mystery shopping techniques
Agencies should be able to demonstrate experience in delivering mystery shopping programmes for multi-channel retailers/financial services providers or similarly structured businesses to Post Office Limited.

2)Common procurement vocabulary (CPV)

79310000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion

5)Additional information about lots

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Lot No: 4 Lot title: Continuous website feedback programme, panel and communities and digital user testing services

1)Short description

Post Office will require agencies to give evidence of knowledge and expertise in online/website customer feedback measurement. Agencies should be able to demonstrate experience in delivering strategic insight on website experience for multi-channel retailers/financial services providers or similarly structured businesses to Post Office Limited. Post Office Limited have a large scale Customer panel for research purposes however Post Office Limited may expand this and develop additional community research requirements.
Digital user testing of existing and new large scale Digital propositions as part of the Post Office strategic development of the digital channel. Post Office will require proven experience of user testing digital prototypes and a broad spectrum of testing options relative to the nature of the test requirements.#
For the avoidance of doubt there will not be a requirement to build websites for Post Office Ltd.

2)Common procurement vocabulary (CPV)

79310000, 72413000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion

5)Additional information about lots

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

A performance bond, parent company guarantee or other form of security may be required by Post Office Limited in certain circumstances. Please see contract documents.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See later procurement documents.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

If the contract is awarded to a grouping of economic operators (e.g. a consortium), Post Office Limited reserves the right to require the grouping to form a single legal entity (with appropriate financial guarantees in place) and/or require that each member undertakes joint and several liability irrespective of the legal form adopted before entering into the contract.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Applicants will be assessed in accordance with regulations 57-64 of PCR 2015. Please refer to the PQQ for further information.

Suppliers Instructions How to Express Interest in this Tender~: 1. Register your company on the eSourcing portal (this is only required once) — Browse to the eSourcing Portal: https://postoffice.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note the username you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Applicants will be assessed in accordance with regulation 58 of PCR 2015. Please refer to the PQQ for further information.
Minimum level(s) of standards possibly required: Please refer to the PQQ for further details.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Applicants will be assessed in accordance with regulation 58 of PCR 2015. Please refer to the PQQ for further information.
Minimum level(s) of standards possibly required:

Please refer to the PQQ for further details available as per the details in the Electronic access to information in section I.1) https://postoffice.bravosolution.co.uk

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged number of operators: 22
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

Project 254 Insight Framework Agreement

IV.3.2)Previous publication(s) concerning the same contract

no

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 19.8.2016 – 10:00
Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

2.9.2016 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

until: 31.3.2017
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

Section II.2.1 — Estimated Value — This contract value estimate is subject to amongst other things market conditions, performance of the selected suppliers and the selected commercial and operating models and consequently cannot be guaranteed.
Section III.2 — The Conditions for Participation are included in the PQQ which must be submitted by the date and time specified in IV.3.4 and completed in full. Post Office Limited may require applicants to supplement or clarify the information submitted under III.2 above and may also undertake its own audit of the applicant to verify information provided.
Suppliers should note that any Agreement entered into will be made in England according to English Law & will be subject to the exclusive jurisdiction of the English Courts.
Post Office Limited is not liable for any costs incurred by candidates or suppliers in expressing an interest or in tendering for this opportunity. Post Office Limited reserves the right to terminate the procurement (or any part of it) at its own discretion.
Suppliers Instructions Concerning How to Express an Interest in this Tender:

1. Register your company on the e-Sourcing portal (this is only required once) — Browse to the e-Sourcing Portal:https://postoffice.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click continue — Enter your correct business and user details — Note the username you chose and click Save when complete — You will shortly receive an email with your unique password (please keep this secure);

2. Express an Interest in the Tender — Login to the portal with the username/password — Click the PQQs / ITTs Open To All Suppliers link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT — Market Research Services for Post Office Limited to access the content. — Click the Express Interest button at the top of the page. — This will move the PQQ /ITT into your My PQQs/ My ITTs page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking Buyer Attachments in the PQQ/ ITT Details box.
3. Responding to the PQQ — Post Office Limited will be evaluating PQQ responses and shortlisting the suppliers who will be taken through to the next stage, the Invitation to Tender (ITT) — Suppliers are invited to Click My Response under PQQ/ ITT Details, you can choose to Create Response or to Decline to Respond (please give a reason if declining) — You can now use the Messages function to communicate with the buyer and seek any clarification — Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available). You must then submit your reply using the Submit Response button at the top of the page. If you require any further assistance please consult the online help, or contact the e-Tendering help desk.
In accordance with the Public Services (Social Value) Act 2012, Post Office Limited must consider: (a) how what is proposed to be procured might improve the economic, social and environmental well-being of the area where it exercises its functions, and (b) how in conducting the process of procurement it might act with a view to securing that improvement. Accordingly, the subject matter of the contract has been scoped to take into account the priorities of Post Office Limited relating to economic, social and environmental well-being. These priorities will also be reflected in the award evaluation criteria for the award of the contract, to the extent that Post Office Limited considers it relevant and proportionate to the subject matter of the contract.
Important Note- this OJEU Notice must be read in full. Applicants are reminded that participation in this procurement process is subject to the Terms & Conditions set out in Appendix 1 of the PQQ and the e-sourcing portal terms of use.
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Post Office Limited
Finsbury Dials, 20 Finsbury St.
EC2Y 9AQ London
United Kingdom
E-mail: mark.emin@postoffice.co.uk
Internet address: www.postoffice.co.uk

Body responsible for mediation procedures

Post Office Limited
Finsbury Dials, 20 Finsbury St.
EC2Y 9AQ London
United Kingdom
E-mail: mark.emin@postoffice.co.uk
Internet address: www.thepostoffice.co.uk

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

2.8.2016

 

Related Posts

Audience Research Brief for Imperial War Museum

Southern Universities Purchasing Consortium Survey Services

North Tyneside Council Staff Surveys 2016

Market Research – Tell Us About Your Care Partnerships

Enjoyed this post? Share it!