Mystery Shopper Services for Network Rail

Mystery Shopper Services for Network Rail

Network Rail requires mystery shopping services at their Managed Stations to measure service quality and performance.

United Kingdom-London: Market research services

2015/S 001-001200

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Network Rail Infrastructure Limited
1 Eversholt Street
For the attention of: Jemma Wright
NW1 2DN London
UNITED KINGDOM
E-mail: jemma.wright@networkrail.co.uk

Internet address(es):

General address of the contracting entity: http://www.networkrail.co.uk/

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Railway services

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Description

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

Mystery Shopping Services at Managed Stations.

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

Services
Service category No 10: Market research and public opinion polling 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 a public contract
II.1.4)Information on framework agreement

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

Network Rail (NR) requires mystery shopping services at their Managed Stations to measure service quality and performance, and thus help determine their interpretation of the customer’s experience. Creating stations that welcome rail passengers and encourage them to spend time in and around them is a benefit to retailers and service providers, as well as being important to NR in meeting the needs of today’s passengers and station visitors.
NR requires a mystery shopping programme that can incorporate the needs of Managed Stations Property Retail and Network Operations. NR plans to award one contract going forward to cover mystery shopping service requirements for both functions.

II.1.6)Common procurement vocabulary (CPV)

79310000, 79312000, 79313000, 79311300, 79311100, 79311200

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

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Information about lots

This contract is divided into lots: no

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:

Network Rail (NR) requires mystery shopping services at their Managed Stations to measure service quality and performance, and thus help determine their interpretation of the customer’s experience. Creating stations that welcome rail passengers and encourage them to spend time in and around them is a benefit to retailers and service providers, as well as being important to NR in meeting the needs of today’s passengers and station visitors.
NR requires a mystery shopping programme that can incorporate the needs of Managed Stations Property Retail and Network Operations. NR plans to award one contract going forward to cover mystery shopping service requirements for both functions.
Estimated value excluding VAT
Range: between 840 000 and 1 400 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: The base contract will be for 4 years with the option to extend up to a further 3 years.

II.2.3)Information about renewals

This contract is subject to renewal: yes
In the case of renewable contracts, estimated time-frame for subsequent calls for competition:
in months: 42 (from the award of the contract)

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

Duration in months: 84 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

As detailed in the Pre Qualification Questionnaire and / or tender documents.

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

As detailed in the Pre Qualification Questionnaire and / or tender documents.

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

As detailed in the Pre Qualification Questionnaire and / or tender documents.

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: As detailed in the Pre Qualification Questionnaire and / or tender documents.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As detailed in the Pre Qualification Questionnaire and / or tender documents.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: As detailed in the Pre Qualification Questionnaire and / or tender documents.
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

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria

IV.2.1)Award criteria

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

IV.2.2)Information about electronic auction

An electronic auction will be used: yes
Additional information about electronic auction: Network Rail reserve the right to request that an e-auction is engaged within this tender. If so, details will be provided within the Invitation to Tender documentation.
IV.3)Administrative information

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

379972901

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

no

IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 12.1.2015 – 12:00
Payable documents: no

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

22.1.2015 – 10:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up
IV.3.6)Minimum time frame during which the tenderer must maintain the tender

IV.3.7)Conditions for opening of tenders

Persons authorised to be present at the opening of tenders: no

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:

Expressions of Interest should be received by the nominated contact by 12.1.2015 at 12:00.
Once the Expression of Interest deadline has passed, the PQQ documentation will be sent to the suppliers that have expressed an interest.
PQQ documentation will be issued on 12.1.2015 at 14:00.
The final submission deadline for PQQ is 22.1.2015 at 10:00.
Requests for PQQ documentation must be sent to the nominated contact as stated above:

jemma.wright@networkrail.co.uk

And contain the following information in the cover email:
— Your organisation’s name;
— Contact name;
— Tender reference and title.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Please contact the Nominated Contact by email in the first instance if you have any queries or complaints. Your email should clearly state the following as a minimum:
— Your organisation’s name;
— Your name and contact details;
— Tender reference and title;
— Brief outline of query / complaint;
— Which part of the tender process the query / complaint relates to.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

30.12.2014

Enjoyed this post? Share it!