Customer Service Research Contract

Customer Service Research Contract

We wish to conduct research to evaluate satisfaction levels amongst users of the current services and identifying areas for improvement both as is and transformative change to increase our digital delivery.

Reference number: 016/005/3275

Deadline date:07/02/2014

This deadline is for… Deadline for Expression of Interest

Contract value:£25,000 – £50,000

Location where the contract is to be carried out: South West SOUTH WEST (ENGLAND),

Is this suitable for smaller suppliers? Yes

Is this contract suitable for a voluntary, community and social enterprise organisations? No

Name of the buying organisation: Driver and Vehicle Standards Agency

Original source URL


Description of the contract

PLEASE NOTE THIS PROCUREMENT PROJECT IS BEING READVERTISED DUE TO CHANGES IN THE SPECIFICATION AND EVALUATION CRITERIA. VOSA and DSA have now merged to become the Driver and Vehicle Standards Agency. VOSA and DSA are Executive Agencies and Trading Funds within the Department for Transport (DfT). Our vision is one where operators, drivers and MOT garages are fully compliant with regulations. We contribute to saving lives, making roads safer, cutting crime and protecting the environment through ensuring compliance with regulations of operators, drivers, MOT garages and tachograph and speed limiter centres. We deliver compliance through authorisation, testing, education and information services and, where necessary, take enforcement action against those who are non-compliant, for example through issuing fixed penalties or through the immobilisation of vehicles. This research involves interviewing a cross section of operators and service agents who have multiple touch points with a range of services we provide, with a significant proportion having frequent contact with us. In addition to contacts with VOSA customer groups in scope they will engage with similar frequency with the following DfT Motoring Agencies and services: • DSA – deliver testing of vocational drivers and administrate the driver cpc programme • OTC – VOSA administrate the licensing of operators on behalf of the Office of the Traffic Commissioner • DVLA – administer the taxing and licensing of drivers and vehicles and issue specialist authorisation cards for vocational drivers Please refer to our business plans to find out more about what we deliver :- We need to continue to assess that the services we provide are fit for purpose by assessing their impact on compliance and how far users are satisfied with them. Findings from the research will support the development and delivery of our business plan and will assist in prioritising our forward action plan. The principle objective of the quantitative surveys is therefore to evaluate user opinion of services delivered and investigate the appetite for potential new services or improved services. We would like to understand how customers view the existing services we deliver both digital and physical. We wish to conduct research to evaluate satisfaction levels amongst users of the current services and identifying areas for improvement both as is and transformative change to increase our digital delivery. We have conducted studies over a number of years and there is a requirement to deliver benchmarking of performance over the long term. We have an emerging understanding of how many services are used by the same customer and therefore we wish to understand whether and where there are opportunities to reduce the administrative burden on businesses by better service linkage. Recommendations on this will inform future strategic thinking. In addition to gaining feedback on the services we deliver we require feedback on a wider range of compliant activity. We hypothesis that good compliance is a result of sound day to day activity which occurs separately to engaging with our services. Feedback is sought on how well this activity is supported by government and other service providers identifying gaps in provision.



Classification of the contract

79342300 Customer services

79310000 Market research services

73200000 Research and development consultancy services

73210000 Research consultancy services

79315000 Social research services

73300000 Design and execution of research and development

73110000 Research services


Additional information

Contract type: Services – 8

Is it a framework agreement? No

Is this contract related to a programme of funding? No

Contract will be awarded based on: Most economically advantageous tender in terms of: The criteria stated in the contract documents

Estimated length of contract: 01/03/2014 – 31/03/2014


Who to contact

Contact name Nigel Bailey

Organisation name Driver and Vehicle Standards Agency

Address Berkeley House, Croydon Street, Bristol, Bristol, BS5 0DA

Telephone +441179543285

Extension number:


Web address


How to apply

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.