Customer Satisfaction and Feedback Services Tender

Customer Satisfaction and Feedback Services Tender

THG is now looking to partner with an agency / agencies to collect and analyse feedback from our customers on a variety of housing related services. United Kingdom-London: Survey services

2014/S 065-111210

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Hyde Housing Association Ltd (The Hyde Group)
30 Park Street
Contact point(s): Hyde Procurement
For the attention of: Andy Clorley
SE1 9EQ London
UNITED KINGDOM

Internet address(es):

General address of the contracting authority: www.hyde-housing.co.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: The above mentioned contact point(s)

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

I.2)Type of the contracting authority

Body governed by public law
I.3)Main activity

Housing and community amenities
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

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

Provision of Customer Satisfaction and Feedback Services.
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 UKI

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

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Survey services. Survey design services. Survey conduction services. Telephone survey services. Survey analysis services. Marketing services. Customer survey services. Customer satisfaction survey. The Hyde Group’s (THG’s) Customers are at the heart of our business – As part of this, THG proactively collates significant satisfaction and other customer data across its customer base with a view to incorporate this feedback in improving our products and services.
THG is now looking to partner with an agency / agencies to collect and analyse feedback from our customers on a variety of housing related services. The feedback is to be collected by surveys conducted by trained market research interviewers and by customers providing feedback in response to automated online, SMS and Interactive Voice Response (IVR) communications. On this basis THG wishes to establish contracts for:
Lot 1: Telephone market research interviews;
Lot 2: An automated Voice of the Customer (VoC) feedback solution;
Lot 3: A combined service, comprising the requirements from Lot 1 plus Lot 2.
Please note Bidders are permitted to apply for one or all lots. Whilst THG is inviting tenders for Lots 1, 2 and 3, at the conclusion of the procurement process THG will either (a) make an award in respect of Lots 1 and 2 or (b) make an award in respect of Lot 3 only. THG preference is to award a single contract through Lot 3, but will only do so if sufficient potential value has been observed through the tender process.
II.1.6)Common procurement vocabulary (CPV)

79311000, 79311100, 79311200, 79311210, 79311300, 79342000, 79342310, 79342311

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 one or more 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:

Estimated value excluding VAT:
Range: between 500 000 and 850 000 GBP
II.2.2)Information about options

Options: no
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 12 (from the award of the contract)
II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Telephone Surveys of Hyde Residents

1)Short description

Surveys will be required to be conducted by Computer Assisted Telephone Interviewing (CATI). For each survey a sample of resident contact details will be supplied by THG to the Supplier in Excel (or other appropriate format). Data should be returned to THG in SPSS format including any transcribed verbatim comments. THG would also require additional analysis to be provided by the Supplier including multivariate techniques and innovative approaches to producing insight from qualitative data such as verbatim comments in surveys (e.g. text mining and sentiment analysis).
2)Common procurement vocabulary (CPV)

79311210, 79342310, 79342311, 79311000, 79311100, 79311200, 79311300

3)Quantity or scope

Estimated value excluding VAT:
Range: between 400 000 and 600 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 36 (from the award of the contract)
5)Additional information about lots

PQQ access code: W9G8GN44K4
Lot No: 2 Lot title: Automated Voice of the Customer Feedback Solution

1)Short description

The Hyde Group (THG) require data to be collected using IVR, text messaging, and online and mobile surveys to capture customers’ recent experience of services. THG require live reporting on the metrics captured including online portal with option to be designed according to THG requirements. In addition there should be a feedback loop to alert THG of customers who express negative feedback so that THG can engage with them swiftly.
2)Common procurement vocabulary (CPV)

71355000, 79311100, 79311200, 79311300, 79342310, 79342311

3)Quantity or scope

Estimated value excluding VAT:
Range: between 100 000 and 250 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 36 (from the award of the contract)
5)Additional information about lots

PQQ access code: UX4XB4TA89
Lot No: 3 Lot title: Combined Feedback Service

1)Short description

Lot 3 will comprise of both the requirements in Lot 1 and in Lot 2. Bidders should respond to this lot if they would like to provide the whole service.
2)Common procurement vocabulary (CPV)

79311000, 79311210, 79342310, 79311100, 79311200, 79311300, 79342311, 79342000

3)Quantity or scope

Estimated value excluding VAT:
Range: between 500 000 and 850 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 36 (from the award of the contract)
5)Additional information about lots

PQQ Access Code: 66Z22QF44J

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
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: The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.
A full list of the Regulation 23(1) and 23(2) criteria are at http://www.delta-esourcing.com/delta/project/reasonsForExclusion.html#pcr

Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists.
Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Dun & Bradsteet number will be required for financial evaluation.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As set out in the Pre-Qualification Questionnaire (PQQ).
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: no

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

Envisaged minimum number 3: and maximum number 9
Objective criteria for choosing the limited number of candidates: As set out in the PQQ.
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:
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 22.4.2014 – 14:00
IV.3.4)Time limit for receipt of tenders or requests to participate

28.4.2014 – 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: no
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

Access codes for the PQQs are as follows:
Lot 1 – W9G8GN44K4;
Lot 2 – UX4XB4TA89;
Lot 3 – 66Z22QF44J.
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement, and the contract will be awarded on the basis of the most economically advantageous tender.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=90288736

GO Reference: GO-2014328-PRO-5565937

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

Royal Courts of Justice
The Strand, null
WC2A 2LL London
UNITED KINGDOM

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:28.3.2014