Customer Satisfaction Survey Contract – Department for Communities
To effectively carry out a Customer Satisfaction Survey by telephone.
United Kingdom-Belfast: Market and economic research; polling and statistics
2018/S 152-349103
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
Corporation Street
Belfast
BT1 3BA
United Kingdom
E-mail: patrice.gilpin@finance-ni.gov.uk
NUTS code: UK
Address of the buyer profile: https://etendersni.gov.uk/epps
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
DfC — Customer Satisfaction Survey of Department for Communities Work and Inclusion (DfC WI) Group Customers
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Department for Communities (DFC) is the largest of nine Northern Ireland departments. DfC wishes to appoint a contractor to effectively carry out a Customer Satisfaction Survey by telephone to inform baseline customer satisfaction levels across 13 business areas.
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Department for Communities (DFC) is the largest of nine Northern Ireland departments. DfC wishes to appoint a contractor to effectively carry out a Customer Satisfaction Survey by telephone to inform baseline customer satisfaction levels across 13 business areas.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
The Client may, at its sole discretion, extend the duration of this Contract for any Extension Period
Up to and including 12 months commencing from the expiry date of the original Contract Term by giving the Contractor no less than one (1) Month’s written notice prior to the end of the Initial Term.
II.2.10)Information about variants
II.2.11)Information about options
The Client may, at its sole discretion, extend the duration of this Contract for any Extension Period up to and including 12 months commencing from the expiry date of the original Contract Term by giving the Contractor no less than one (1) Month’s written notice prior to the end of the Initial Term.
II.2.13)Information about European Union funds
II.2.14)Additional information
The figure in II.2.6 is the maximum estimated Contract value which ranges from: 100 000 — 215 000 GBP. The range reflects the potential scale of the Contract and takes into account changes to the scope/and or scale. The pricing. strategy applied and the setting of cost/profit margins are a commercial decision for economic operators when submitting a bid.
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
As per Tender documentation
III.1.3)Technical and professional ability
As per Tender documentation
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
To be reviewed when the Contract period is in due to expire.
VI.3)Additional information:
The successful contractor’s performance on the contract will be regularly monitored. Contractors not delivering on contract requirements is a serious matter. It means the public purse is not getting what it is paying for. If a contractor fails to reach satisfactory levels of contract performance they will be given a specified time to improve. If, after the specified time, they still fail to reach satisfactory levels of contract performance, the matter will be escalated to senior management in CPD for further action. If this occurs and their performance still does not improve to satisfactory levels within the specified period, it may be regarded as an act of grave professional misconduct and they may be issued with a Certificate of Unsatisfactory Performance and the contract may be terminated. The issue of a Certificate of Unsatisfactory Performance will result in the contractor being excluded from all procurement competitions being undertaken by Centres of Procurement Expertise on behalf of bodies covered by the Northern Ireland Procurement Policy for a period of twelve months from the date of issue of the certificate.. The Authority expressly reserves the rights:
1) not to award any contract as a result of the procurement process commenced by publication of this notice;
2) to make whatever changes it may see fit to the content and structure of the tendering Competition;
3) to award (a) contract(s) in respect of any part(s) of the [services] covered by this notice; and
4) to award contract(s) in stages and in no circumstances will the Authority be liable for any costs incurred by candidates.
VI.4.1)Review body
N/A
United Kingdom
VI.4.2)Body responsible for mediation procedures
N/A
United Kingdom
VI.4.3)Review procedure
CPD will comply with the Public Contracts Regulations 2015 and, where. appropriate, will incorporate a standstill period (i.e. a minimum of 10 calendar days) at the point information on the award of contract is communicated to tenderers. That notification will provide full information on the award decision. This provides time for the unsuccessful tenderers to challenge the award decision before the contract is entered into.
VI.5)Date of dispatch of this notice: