Transport for London Mystery Shopper Contract

Transport for London Mystery Shopper Contract

Mystery Shopping and Customer Satisfaction Survey for Call Centre.

United Kingdom-London: Research services

2017/S 211-438359

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Transport for London
Windsor House, 42-50 Victoria Street
London
SW1H 0TL
United Kingdom
Contact person: Mrs Alexandra Ebert-Brad
Telephone: +44 12345
E-mail: ALEXANDRAEBERTBRADING@TFL.GOV.UK
NUTS code: UK
Internet address(es):Main address: https://tfl.gov.uk

Address of the buyer profile: https://tfl.gov.uk

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://procontract.due-north.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

Other activity: transport

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre.

Reference number: DN306028

II.1.2)Main CPV code

73110000

II.1.3)Type of contract

Services

II.1.4)Short description:

TfL are looking for bidders to:

Customer Satisfaction Surveys

— To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered by recent interactions with the contact centre across telephony and correspondence channels.

Mystery Shopper Surveys

— To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels

Reporting for both Mystery Shopper and Customer Satisfaction

— To measure staff against quality performance criteria and the behaviours shown.

— To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.

II.1.5)Estimated total value

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: UK

II.2.4)Description of the procurement:

TfL are looking for bidders to:

Customer Satisfaction Surveys

— To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered by recent interactions with the contact centre across telephony and correspondence channels.

Mystery Shopper Surveys

— To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels.

Reporting for both Mystery Shopper and Customer Satisfaction

— To measure staff against quality performance criteria and the behaviours shown.

— To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.

This opportunity is on the Pro-Contract Portal which can be found at:

1) https://procontract.due-north.com Look for Transport for London

2) Your organisation will need to register if your company has not yet done so.

3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. The scope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities will not be subject to a separate notice, the services may be provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ or the GLA and any of the functional bodies).

b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information

c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries.

d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process.

e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling.

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

Start: 02/04/2018
This contract is subject to renewal: yes
Description of renewals:

It is the intention of offer a 3 year contract with the to option to renew for 2 further years.

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.1.5)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

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: 04/12/2017
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

IV.2.7)Conditions for opening of tenders

Date: 04/12/2017
Local time: 12:00

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

Transport for London
50 Victoria Street
London
SW1H 0TL
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:

31/10/2017

 

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