Customer Research and Insight Services Framework

Customer Research and Insight Services Framework

Provision of TFL Customer Research and Insight Framework: Lot 1 – General Ad Hoc Quantitative Research, with an option to conduct qualitative research and Lot 2 – Mystery Shopping Surveys (MSS).

United Kingdom-London: Market research services

2014/S 062-105456

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Transport for London (Commercial Services)
Windsor House 42-50 Victoria St.
For the attention of: Renna Chauhan
SW1H 0TL London
UNITED KINGDOM
E-mail: rennachauhan@tfl.gov.uk

Internet address(es):

General address of the contracting authority: www.tfl.gov.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Transport for London

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Other: Government Body
I.3)Main activity

Other: Transport Industry
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Greater London Authority
City Hall Queen’s Walk London
SE1 2AA

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Customer Research and Insight Services Framework.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 10: Market research and public opinion polling services
NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement

Duration of the framework agreement

Duration in years: 4
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 1 000 000 and 3 000 000 GBP

II.1.5)Short description of the contract or purchase(s)

Provision of TFL Customer Research and Insight Framework: Lot 1 – General Ad Hoc Quantitative Research, with an option to conduct qualitative research and Lot 2 – Mystery Shopping Surveys (MSS).
II.1.6)Common procurement vocabulary (CPV)

79310000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Lots

This contract is divided into lots: yes
Tenders may be submitted for all lots
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

TFL Customer Research and Insight Framework: Lot 1 – General Ad Hoc Quantitative Research, with an option to conduct qualitative research and Lot 2 – Mystery Shopping Surveys (MSS).
Please complete and return the Pre-Qualification Questionnaire (PQQ). All interested suppliers will need to register on the following site, https://eprocurement.tfl.gov.uk/epps/home.do#RegSupplier if you have not already done so, in order to get access to the PQQ, which is detailed in the OJEU Notice. If you have already registered, then the PQQ can be found if you search the following tender title (including any asterisks) under the opportunities tab found on the top right-hand side: *Customer Research and Insight Services Framework*.

Please note this PQQ will cover Lots 1 and 2 only. Lots 3-7 will be undertaken in the future. For the purpose of this specific PQQ, bidders may elect to bid for either Lot 1 or Lot 2 or both only.
If you experience any problems registering on the system, please contact the helpdesk below:
E-mail: tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

This contract is subject to renewal: yes
II.3)Duration of the contract or time limit for completion

Information about lots

Lot No: 1 Lot title: General Ad Hoc Quantitative Research, with an option to conduct qualitative research

1)Short description

General Ad Hoc Quantitative Research, with an option to conduct qualitative research.
2)Common procurement vocabulary (CPV)

79310000

3)Quantity or scope

A single supplier Framework will be appointed for this activity. An example of the type of ad hoc quantitative research recently undertaken was an on-line study with a large sample size in order to segment the London visitor market.
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 2 Lot title: Mystery Shopping Surveys (MSS)

1)Short description

Mystery Shopping Surveys (MSS).
2)Common procurement vocabulary (CPV)

79310000

3)Quantity or scope

This Framework would consist of a maximum of 4 suppliers, where each Mystery Shopping element listed below is mini-competed individually within the Framework at the outset and a supplier is appointed for each survey. There would also be the option to include related research activity to the mystery shopping programme, if the need arises.
a) Bus, Bus Stations and Oyster Ticket Stops;
b) Rail (including Underground MSS, Overground MSS, Trams MSS, LU Staff Information Survey, Overground Staff Information Survey, Time in Queue, Travel Information Centres and all future Crossrail requirements).
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

The contracting entities’ requirements will be set out in the Invitation to Tender.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Payment will be made in pounds sterling and will normally be made by means of electronic funds transfer. Full details will be contained in the Invitation to Tender document.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

No special legal forms is required, but in the event of the suppliers submitting an acceptable offer, it will be necessary to provide an undertaking that each company will be jointly and severally be responsible for due performance of the contract.
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: As per PQQ all interested suppliers will need to register on the following site, https://eprocurement.tfl.gov.uk/epps/home.do#RegSupplier if you have not already done so, in order to get access to the PQQ, which is detailed in the OJEU Notice. If you have already registered, then the PQQ can be found if you search the following tender title (including any asterisks) under the opportunities tab found on the top right-hand side: *Customer Research and Insight Services Framework*.

Please note this PQQ will cover Lots 1 and 2 only. Lots 3-7 will be undertaken in the future. For the purpose of this specific PQQ, bidders may elect to bid for either Lot 1 or Lot 2 or both only.
If you experience any problems registering on the system, please contact the helpdesk below:
E-mail: tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503

III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Suppliers must express an interest by completing the conditions for participation III.2.3.
III.2.2)Economic and financial ability
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As per PQQ, all interested suppliers will need to register on the following site, https://eprocurement.tfl.gov.uk/epps/home.do#RegSupplier if you have not already done so, in order to get access to the PQQ, which is detailed in the OJEU Notice. If you have already registered, then the PQQ can be found if you search the following tender title (including any asterisks) under the opportunities tab found on the top right-hand side: *Customer Research and Insight Services Framework*.

Please note this PQQ will cover Lots 1 and 2 only. Lots 3-7 will be undertaken in the future. For the purpose of this specific PQQ, bidders may elect to bid for either Lot 1 or Lot 2 or both only.
If you experience any problems registering on the system, please contact the helpdesk below:
E-mail: tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

TfL 90865
IV.3.2)Previous publication(s) concerning the same contract

Notice on a buyer profile

Notice number in the OJEU: 2009/S 243-348221 of 17.12.2009

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

23.4.2014 – 14:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 4 years.
VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information

Please complete and return the Pre-Qualification Questionnaire (PQQ). All interested suppliers will need to register on the following site, https://eprocurement.tfl.gov.uk/epps/home.do#RegSupplier if you have not already done so, in order to get access to the PQQ, which is detailed in the OJEU Notice. If you have already registered, then the PQQ can be found if you search the following tender title (including any asterisks) under the opportunities tab found on the top right-hand side: *Customer Research and Insight Services Framework*.

Please note this PQQ will cover Lots 1 and 2 only. Lots 3-7 will be undertaken in the future. For the purpose of this specific PQQ, bidders may elect to bid for either Lot 1 or Lot 2 or both only.
If you experience any problems registering on the system, please contact the helpdesk below:
E-mail: tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

Transport for London

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:24.3.2014