Tender for Continuous Customer Feedback Services

Tender for Continuous Customer Feedback Services

The main objectives of the contract will be to: 1. deliver contract compliance with South Lanarkshire Council Standing Orders.

United Kingdom-Hamilton: Market research services

2017/S 225-468590

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

South Lanarkshire Council
Council Headquarters, Almada Street
Hamilton
ML3 0AA
United Kingdom
Telephone: +44 1698454448
E-mail: Shona.gordon@southlanarkshire.gov.uk
NUTS code: UKM95

I.2)Joint procurement

The contract is awarded by a central purchasing body

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.publictendersscotland.publiccontractsscotland.gov.uk/web/login.html
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://www.publictendersscotland.publiccontractsscotland.gov.uk/web/login.html

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Provision of Continuous Customer Feedback Services.

Reference number: SLC/PS/FINCOR/17/085

II.1.2)Main CPV code

79310000

II.1.3)Type of contract

Services

II.1.4)Short description:

Provision of Continuous Customer Feedback Services.

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)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKM95

II.2.4)Description of the procurement:

South Lanarkshire Council, Housing and Technical Resources has in place a wide ranging continuous and periodic survey programme covering its services which provides insight into particular Landlord and associated services processes. The survey programme provides reliable and comprehensive feedback from South Lanarkshire Council’s domestic tenants and is used to identify areas of satisfaction and areas for improvement.

The main objectives of the contract will be to:

1. deliver contract compliance with South Lanarkshire Council Standing Orders;

2. ensure that any specific requirements of the Scottish Housing Regulator for reporting on the Scottish Social Housing Charter can be accommodated.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Technical / Weighting: 70
Price – Weighting: 30

II.2.6)Estimated value

Value excluding VAT: 300 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

Following the initial 5 year term, there is an optional contract extension period of up to 2 years subject to satisfactory performance, financial standing and availability of funding.

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

The estimated cost of 300 000 GBP includes the optional two year extension period.

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:

ESPD Question 4A.1 Trade Registers.

It is a requirement of this tender that if the bidder is UK based they must hold a valid registration with Companies House. Where the bidder is UK based but not registered at Companies House they must be able to verify to the Councils satisfaction that they are trading from the address provided in the tender and under the company name given.

If the bidder is based out-with the UK they must be enrolled in the relevant professional or trade register appropriate to their country as described in Schedule 5 of the Public Contracts (Scotland) Regulations 2015.

III.1.2)Economic and financial standing

List and brief description of selection criteria:

ESPD Question 4B.4 Economic and Financial Standing.

The Council will use the following ratios to evaluate a bidders financial status:

Profitability — this is taken as profit after tax but before dividends and minority interests. If a company makes a profit then it is a pass for this ratio.

Liquidity — this is calculated as current assets less stock and work in progress, divided by current liabilities. If the answer is greater than or equal to one then it is a pass for this ratio.

Gearing — this is calculated as the total external secured borrowing (short term and long term) divided by shareholder funds expressed as a percentage. If the answer is less than or equal to 100 % it is considered a pass for this ratio.

Bidders must provide the name and value of each of the 3 ratios within their response to ESPD question 4B.4.

The Council requires bidders to pass 2 out of the 3 financial ratios above.

Where 2 out of the 3 ratios cannot be met, the Council may take the undernoted into consideration when assessing financial viability and the risk to the Council, providing that the Bidder can supply evidence to substantiate any of the mitigating criteria when requested to do so. The following list is not exhaustive and other criteria may be considered where proposed by a bidder as mitigating factors:

Would the bidder have passed the checks if prior year accounts had been used?

Were any of the poor appraisal outcomes ‘marginal’?

Does the bidder operate in a market which, traditionally, requires lower liquidity or higher debt finance?

Does the bidder have sufficient reserves to sustain losses for a number of years?

Does the bidder have a healthy cashflow?

Is the bidder profitable enough to finance the interest on its debt?

Is most of the bidder’s debt owed to group companies?

Is the bidder’s debt due to be repaid over a number of years, and affordable?

Have the bidder’s results been adversely affected by ‘one off costs’ and / or ‘one off accounting treatments’?

Do the bidder’s auditors (where applicable) consider it to be a ‘going concern’?

Do Keynote (where applicable) consider the bidder to be a ‘going concern’?

Will the bidder provide a Parent Company Guarantee?

Is the bidder the single supplier/source of the Goods/Works/Services in the marketplace?

The Council will request submission of and assess the bidders financial accounts, and may use Keynote or similar financial verification systems to validate the information provided.

ESPD Question 4B.5 Insurance.

The bidder must confirm that they have or will commit to obtain prior to the commencement of the contract, the following levels of Insurance Cover:

Employer’s Liability Insurance covering the death of or bodily injuries to employees of the bidder arising out of and in the course of their employment in connection with this contract to the level of 10 000 000 GBP in respect of each claim, without limit to the number of claims.

Public Liability Insurance covering the death of or bodily injury to a person (not an employee of the bidder) or loss of or damage to property resulting from an action or failure to take action by the bidder to the level of 5 000 000 GBP in respect of each claim, without limit to the number of claims.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

ESPD Question 4C.1.2 Technical and Professional Ability

It is a requirement of this tender that the Bidder can demonstrate in their response to this question that they have carried out at least 2 services of a similar type and value to those mentioned in the Specification and in particular producing comparative analysis and presenting complex information in relation to the Scottish Social Housing Charter requirements within the last three years. The Council reserves the right to verify any information supplied with the relevant Company / Authority.

.

ESPD Question 4C.10 Technical and Professional Ability (Sub-Contracting)

Bidders will be required to confirm whether they intend to subcontract and, if so, for what proportion of the contract.

.

ESPD Question 4D.1 Quality Assurance Schemes

It is a requirement of this tender that the bidder recommended for award holds the following Quality Assurance scheme membership:

ISO20252:2012 or any other Industry Recognised Standard relating to the subject matter of this this contract or, an In-house equivalent that covers as a minimum:

— Recruitment and Training of Staff,

— Data Collection,

— Data Management and Processing,

— Data Handling and Storage,

— A Complaints process,

— Process Management Systems,

— Monitoring and Compliance,

— Reporting.

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

Obligation to indicate the names and professional qualifications of the staff assigned to performing 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: 29/12/2017
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:

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

Date: 29/12/2017
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

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

October 2022.

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:

Economic operators may be excluded from this competition if they are in any of the situations referred to in regulation 58 of the Public Contracts (Scotland) Regulations 2015.

ESPD Questions 3A — 3C have been identified as mandatory exclusion grounds and ESPD Questions 3D have been identified as discretionary exclusion grounds. All the exclusion grounds will be assessed on a PASS/FAIL basis. For the mandatory exclusion grounds a bid will be excluded where the bidder fails to provide either a positive response or to provide details to the satisfaction of the Council of the self cleansing measures undertaken. .For the discretionary exclusion grounds a bid may be excluded where the bidder fails to provide either a positive response or if the Council is not satisfied as to the self cleansing measures undertaken.

.

Declarations and Certificates

In an open tendering procedure prior to any award being made the successful bidder will provide the undernoted certificates, declarations and/or completed questionnaires to evidence their compliance with the relevant questions within the Qualification Envelope.

.

All certificates, declarations and questionnaires can be found within the Attachment area of PCS-T.

ESPD Question 2D.1 Prompt Payment Certificate.

Declaration Section Form of Tender.

ESPD Question 3D.11 Non-Collusion Certificate.

ESPD Question 4B.5.1 Insurance Certificates.

ESPD Questions 3A.1 to 3A.8 Serious and Organised Crime Declaration.

ESPD Question 3A.6 Modern Slavery Act 2015 Declaration.

.

Note The ‘Form of Offer to Tender’ must be completed and uploaded within the relevant question in the Commercial Envelope.

.

In the case of an open tender, the other Declarations listed above will not be required to be uploaded and submitted with the bid, but will instead be requested by the Council following the conclusion of the evaluation of the Qualification, Technical and Commercial Envelopes and prior to the award of the tender.

.

Failure to provide this information or in the event that the information provided does not support or evidence the statements made within the ESPD will invalidate the bid. In this scenario the Council will seek to obtain the relevant information and evidence from the second highest scoring bidder and so on until a fully compliant bidder is identified.

.

The Council reserves the right to modify the Contract to be entered into in respect of these Services. The Contract contains clauses setting out the procedure for modification of its terms. The scope and nature of the possible modifications is as follows:-

* any other Customer Feedback strands which may be required during the term of the contract

*any other minor operational changes

The buyer is using PCS-Tender to conduct this ITT exercise. The Project code is 9654. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343

Community benefits are included in this requirement. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2361

A summary of the expected community benefits has been provided as follows:

The Council is committed to securing Community Benefits through its contracts. Bidders will be asked to detail any Community Benefits they wish to offer as part of their bid.

(SC Ref:519997).

VI.4)Procedures for review

VI.4.1)Review body

South Lanarkshire Council
Council Headquarters, Almada Street
Hamilton
ML3 0AA
United Kingdom
Telephone: +44 1698454448Internet address:http://www.southlanarkshire.gov.uk
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:

21/11/2017

 

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