Tender for Customer Feedback Software

Tender for Customer Feedback Software

To offer a lighter touch, customer feedback solution on operational services provided by Together Housing Association.

United Kingdom-Halifax: Customer satisfaction survey

2016/S 090-160215

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Together Housing Association Ltd
Bull Green House, Bull Green
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


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


THA Operational Feedback.

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

This document is written to support Together Housing Association’s approach to the market to seek a customer engagement solution for deployment in the coming months.

II.1.5)Estimated total value

Value excluding VAT: 300 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKE
NUTS code: UKD4

II.2.4)Description of the procurement:

The scope of the chosen solution is to enable Together Housing Association to meet the following objectives:

— To offer a lighter touch, customer feedback solution on operational services provided by Together Housing Association;

— Understand, in real-time, how our customers and tenants feel about their engagement with Together Housing Association;

— To help us act on the feedback, in good time, and establish a ‘repair loop’ in the event of low satisfaction scores in order to prevent complaint escalation; to improve issue resolution times and to reduce complaints;

— Understand the ‘pinch-points’ in the organisation in order to reduce any friction in the customer journey and to provide the starting point for any additional ‘deep dive’ customer research;

— To pro-actively engage with our customers/tenants in order to improve the customer journey.

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 Operational Feedback” 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.1.1)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:

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
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:



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