Customer Satisfaction Survey for BBC

Customer Satisfaction Survey for BBC

This procurement is aimed at finding a provider who can deliver an innovative forward looking solution to measuring audience perceptions of our online products..

UK-London: customer satisfaction survey

2012/S 139-232553

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

The British Broadcasting Corporation (BBC)
Broadcasting House, Portland Place
Contact point(s): www.bbc.co.uk/supplying
For the attention of: Rebecca Chisholm
W1A 1AA London
UNITED KINGDOM
Telephone: +44 2087525729
E-mail: rebecca.chisholm@bbc.co.uk
Fax: +44 2080082656

Internet address(es):

General address of the contracting authority: www.bbc.co.uk/supplying

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

Other: Broadcasting
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 an Online Quality Survey for the BBC.
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
Main site or location of works, place of delivery or of performance: BBC sites across the United Kingdom – please refer to the full list of sites contained within the PQQ Information Pack attached to the PQQ.
NUTS code UK

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)

This procurement is aimed at finding a provider who can deliver an innovative forward looking solution to measuring audience perceptions of our online products. Critical to the successful procurement is the ability of a supplier to:
— be innovative and future facing in both technological solutions and research thinking,
— be able to serve surveys across multiple BBC sites on smartphones, tablets, laptops/PCs and the ability to serve surveys across connected TVs now, or concrete plans to able to achieve this in the foreseeable future,
— have a high level of market research experience and skills,
— comply with UK equivalent regulations on data security and privacy.
II.1.6)Common procurement vocabulary (CPV)

79342311, 79342310, 79311300, 79313000, 79310000, 79311000, 79311200, 48825000, 79315000, 79311100, 79312000, 72415000, 72413000, 79320000

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

The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots

This contract is divided into lots: no
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 650 000 GBP
II.2.2)Information about options

Options: yes
Description of these options: The BBC may, at its discretion, extend the contract on up to 2 occasions by up to 12 monts on each occasion.
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

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

Section III: Legal, economic, financial and technical information

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

Guarantees may be 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:

Where there is more than one economic operator, the BBC reserves the right to require a grouping of economic operators to take a particular legal form or to require a single economic operator to take primary liability or to require that each party undertakes joint and several liability.
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: Suppliers Instructions – How to Express Interest in this Tender:
1. You should first go to the BravoSolution eTendering portal at the following link: https://www.bbc.bravosolution.co.uk

2. Once in the BravoSolution portal you have 2 possible options:
a) Without having to register you can select ‘View tender opportunities’ and click on ‘Current Opportunities’ to view a summary of this project. If you would then like to formally express an interest and view the documentation you should follow the instructions in b) below.
b) Register your company (if not already registered) by clicking on the ‘Register’ button (this is only required once). Next, you should accept the terms and conditions and click continue – Enter your correct business and user details – Note the username you chose and click Save when complete – You will shortly receive an email with your unique password (please keep this secure). You can now formally express an interest in this tender.
3. Express an Interest in the tender – Login to the portal with the username/password – Click the PQQs / ITTs Open To All Suppliers link. (These are Pre- Qualification Questionnaires or Invitations to Tender open to any registered supplier) – Click on the relevant PQQ/ ITT to access the content. – Click the Express Interest button in the Actions box on the left-hand side of the page. – This will move the PQQ /ITT into your My PQQs/ My ITTs page. (This is a secure area reserved for your projects only) – You can now access any attachments by clicking the Settings and Buyer Attachments in the Actions box.
4. Responding to the tender – You can now choose to Reply or Decline to Respond (please give a reason if rejecting) – You can now use the Messages function to communicate with the buyer and seek any clarification – Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT – There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button in the Actions box on the left-hand side of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk(contact details can be found at https://bbc.bravosolution.co.uk).

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The BBC will evaluate technical ability/financial standing of the bidders in accordance with Articles 45 to 52 of Directive 2004/18/EC and Regulations 23 to 25 of the Public Contracts Regulations 2006, and a detailed explanation of the evaluation methodology and minimum criteria to be satisfied are set out in the Pre-Qualification Questionnaire.
Minimum level(s) of standards possibly required: — must be able to receive orders via email,
— must have a minimum annual turnover of 300 000 GBP in the last audited financial year,
— must have a long term leverage ratio below 100 % for the last 3 audited financial years,
— must have been trading for at least 3 years,
— must have insurance for the following amounts and risks or have written confirmation from an insurer or broker that insurance for the following amounts and risks is available to the Applicant on normal commercial terms at normal commercial rates:
—— 2 000 000 GBP insurance cover for professional indemnity/errors or omissions,
—— 2 000 000 GBP insurance cover for public/general liability.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
The BBC will evaluate technical ability/financial standing of the bidders in accordance with Articles 45 to 52 of Directive 2004/18/EC and Regulations 23 to 25 of the Public Contracts Regulations 2006, and a detailed explanation of the evaluation methodology and minimum criteria to be satisfied are set out in the Pre-Qualification Questionnaire.
Minimum level(s) of standards possibly required:
— Must adhere to the UK Data Protection and Privacy Laws or Laws and agreements that are equivalent, such as the Safe Harbour Agreement?
— Must comply with BBC Data Protection Policy – http://www.bbc.co.uk/guidelines/dq/contents/law.shtml#dpa.

— Must comply with BBC Information Security – http://www.bbc.co.uk/guidelines/dq/contents/information_security.shtml#Framework.

— Must comply with BBC GEL (Global Experience Language)? http://www.bbc.co.uk/guidelines/gel/.

— Must have the capability of receiving and weighting a minimum of 150 000 respondents per quarter?
— Must be able to serve surveys across 1000 different web pages?
— Must have demonstrated capability of designing and developing for at least Web and Mobile Web platforms – you will be asked for details at the ITT stage.
— Must have a help desk or support available 9am – 6pm GMT during working days.
— Must be able to serve the survey 365 days of the year.
— Must be able to serve a minimum of 30 different surveys, which may need to have scripting changes on a monthly basis (core questions are used across all sites, however approximately 5 questions may differ depending on relevant strategic metrics).

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

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 5: and maximum number 10
Objective criteria for choosing the limited number of candidates: The BBC will evaluate technical ability/financial standing of the bidders in accordance with Articles 45 to 52 of Directive 2004/18/EC and Regulations 23 to 25 of the Public Contracts Regulations 2006, and a detailed explanation of the evaluation methodology and minimum criteria to be satisfied are set out in the Pre-Qualification Questionnaire.
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:

PROC/2012/14/RC
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate

17.8.2012 – 16:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

10.9.2012
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 tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: April 2017.
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

In the case of technology requirements, the BBC may involve its technology partner (Atos IT Solutions and Services Limited) to assist in the scoping and drafting of invitations to tender and/or the evaluation of tenders.However, the final decision as to which is the most economically advantageous (by reference to the award criteria) will be made by the BBC. The awarding authority reserves the right not to award a contract and to annul the procurement process at any stage. Tenders and all supporting documents must be priced in sterling and all payments will be made in sterling. The contract shall be subject to English law. The awarding authority does not bind itself to accept the lowest, or any tender and reserves the right to accept part of a tender unless the tenderer expressly stipulates otherwise in the tender document. To prevent BBC eTendering portal email alerts from being quarantined by your organisation’s fire wall or spam filter, you are advised to instruct your IT team to accept all emails with a .BravoSolution.co.uk extension (our portal provider) or from help@bravosolution.co.uk. If Section II.1.9 shows ‘Yes’, variants will be accepted provided they meet the core requirements of the project.

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

BBC

Body responsible for mediation procedures

BBC

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:17.7.2012