Tender for Customer Satisfaction Feedback System

Tender for Customer Satisfaction Feedback System

To appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a greater number of customers.

United Kingdom-Belfast: Real-time operating system software package

2017/S 031-056443

Contract notice – utilities

Services

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

NI Water
Westland House
Belfast
BT14 6TE
United Kingdom
Contact person: www.sourcingniwater.com
E-mail: sourcing@niwater.com
NUTS code: UK
Internet address(es):Main address: https://etendersni.gov.uk/epps

Address of the buyer profile: https://etendersni.gov.uk/epps

I.2)Joint procurement

I.3)Communication

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

I.6)Main activity

Water

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

C842 — Customer Satisfaction Feedback Solution.

II.1.2)Main CPV code

48627000

II.1.3)Type of contract

Services

II.1.4)Short description:

The purpose of this contract is to appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a greater number of customers. It is expected that this will provide the business with actionable data to drive improvements and enable it to become a truly customer focussed business. The service must be available on a hosted, managed service basis, 24 hours per day, 7 days per week 365 days a year.

II.1.5)Estimated total value

Value excluding VAT: 460 000.00 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)

48627000

II.2.3)Place of performance

NUTS code: UKN

II.2.4)Description of the procurement:

The purpose of this contract is to appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a greater number of customers. It is expected that this will provide the business with actionable data to drive improvements and enable it to become a truly customer focussed business. The service must be available on a hosted, managed service basis, 24 hours per day, 7 days per week 365 days a year.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 40
Cost criterion – Name: Cost / Weighting: 60

II.2.6)Estimated value

Value excluding VAT: 460 000.00 GBP

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

Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:

Possible extensions. 1+1.

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

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.1.4)Objective rules and criteria for participation
III.1.5)Information about reserved contracts
III.1.6)Deposits and guarantees required:
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
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

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: 24/03/2017
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

Tender must be valid until: 22/06/2017

IV.2.7)Conditions for opening of tenders

Date: 24/03/2017
Local time: 12:30

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Northern Ireland Water
Belfast
United Kingdom
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:

10/02/2017

 

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