Research Framework for Financial Services Compensation Scheme

Research Framework for Financial Services Compensation Scheme

We’re looking for up to 5 trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. 

United Kingdom-London: Market research services

2018/S 097-221639

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Financial Services Compensation Scheme Limited
10th Floor Beaufort House, 15 St Botolph Street
London
EC3A 7QU
United Kingdom
Telephone: +44 2073758175
E-mail: Chris.Sutherland@fscs.org.uk
NUTS code: UK
Internet address(es):Main address: www.fscs.org
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://fscs.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://fscs.bravosolution.co.uk
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

Economic and financial affairs

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Research Framework

Reference number: FSCS 345

II.1.2)Main CPV code

79310000

II.1.3)Type of contract

Services

II.1.4)Short description:

As we develop our corporate strategy for the 2020’s, we are also transforming the way we work and the customer experience we deliver — all in aim of achieving that strategic ambition. This is all with the aim of providing outstanding customer experiences right from when they might need us, to when they make a claim — and with the hope that their experience leads to advocacy, leverages our reputation and serves our mission.

We are now looking to develop a roster of trusted research partners to work with us to deliver our mission and strategic ambition. While we don’t have a set research programme defined at this stage, we know it will be a mix of quantitative and qualitative methodologies and we know that it will need to deliver the insights we need to improve our experience.

II.1.5)Estimated total value

Value excluding VAT: 3 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for all lots
II.2)Description

II.2.1)Title:

Qualitative Research and Analysis

Lot No: 1

II.2.2)Additional CPV code(s)

79310000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

We’re looking for up to 5 trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this.

Going forward examples of the type of qualitative and quantitative research FSCS may conduct include:

— creative testing and tracking,

— brand tracking, development and positioning,

— communications and creative concept testing / development,

— customer satisfaction,

— employee engagement,

— journey management,

— market sizing / segmentation,

— proposition development,

— usage and Attitude Studies,

— web / online platform development / usability; user testing.

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: 400 000.00 GBP

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

Duration in months: 24
This contract is subject to renewal: no
II.2.9)Information about the limits on the number of candidates to be invited

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

The initial framework term will be 24 months with the option for FSCS to extend on two occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.

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
II.2)Description

II.2.1)Title:

Quantitative Research and Analysis

Lot No: 2

II.2.2)Additional CPV code(s)

79310000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

We’re looking for up to 5 trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this.

Going forward examples of the type of qualitative and quantitative research FSCS may conduct include:

— creative testing and tracking,

— brand tracking, development and positioning,

— communications and creative concept testing / development,

— customer satisfaction,

— employee engagement,

— journey management,

— market sizing / segmentation,

— proposition development,

— usage and Attitude Studies,

— web / online platform development / usability; user testing.

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: 1 600 000.00 GBP

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

Duration in months: 24
This contract is subject to renewal: no
II.2.9)Information about the limits on the number of candidates to be invited

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

The initial framework duration is 24 months with the option for FSCS to extend on two occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.

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
II.2)Description

II.2.1)Title:

Mystery Shopping

Lot No: 3

II.2.2)Additional CPV code(s)

79310000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

To track financial services firms’ understanding of FSCS and how they talk to their customers about us, we mystery shop deposit taking firms in October each year and those in Life and Pensions, Investments and General Insurance around February / March.

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: 1 000 000.00 GBP

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

Duration in months: 24
This contract is subject to renewal: no
II.2.9)Information about the limits on the number of candidates to be invited

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

The initial framework term will be 24 months with the option for FSCS to extend on 2 occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.

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

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

List and brief description of conditions:

See Tender Documents.

III.1.2)Economic and financial standing

List and brief description of selection criteria:

See Tender Documents.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

See Tender Documents.

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

Restricted procedure

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement
Framework agreement with several operators
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: 21/06/2018
Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 09/07/2018

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

Duration in months: 6 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows

VI.3)Additional information:

FSCS intends to use an eTendering system for this process.

To express interest and access the content:

— click the ‘Express Interest’ button at the top of the page,

— to view the relevant documents please follow the steps below:

1) register your company on FSCS eTendering portal (this is only required once)

— browse to the eTendering Portal https://fscs.bravosolution.co.uk/web/login.html and click the link to register,

— 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 and access the document for the Opportunity:

— login to the portal with the username / password,

— click the “ITTs Open To All Suppliers” link (this opportunity is open to any registered supplier),

— click on the relevant PQQ i.e. FSCS 345 Research Framework.

VI.4)Procedures for review

VI.4.1)Review body

The Royal Court of Justice
The Strand
London
United Kingdom

VI.4.2)Body responsible for mediation procedures

The Royal Court of Justice
The Strand
London
United Kingdom

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

FSCS will observe a standstill period following the award of the contract and conduct itself of any appeals in accordance with the Public Contracts Regulations 2015.

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

Cabinet Office
70 Whitehall
London
United Kingdom

VI.5)Date of dispatch of this notice:

21/05/2018

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