Market Research Services Tender Post Office

Market Research Services Tender Post Office

Maximum number of participants to the framework agreement envisaged: 20. UK-London: market research services

2012/S 77-126940

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Post Office Ltd
148 Old Street
For the attention of: Mohini Patel
EC1V 9HQ London
UNITED KINGDOM
Telephone: +44 7841565122
E-mail: mohini.patel@royalmail.com

Internet address(es):

General address of the contracting authority: www.postoffice.co.uk

Address of the buyer profile: http://www.postoffice.co.uk

Electronic access to information: http://www.royalmailgroup.com/our-suppliers/contract-opportunities

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

Other: Postal Authority
I.3)Main activity

Other: UK Postal Administration
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:

Market Research Services for Post Office Ltd.
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: UK- nationwide.
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

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 20
Duration of the framework agreement

Duration in months: 48
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 400 000,00 and 12 000 000,00 GBP

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

Post Office Ltd seeks to enter into a Framework Agreement with multiple suppliers for the provision of Market Research services to include all aspects of the end to end research process including recruitment, fieldwork, data processing, analysis, reporting, presentations etc.
The estimated annual contract value per lot is:
— lot 1 = 100 000 GBP,
— lot 2 = 1 500 000 GBP,
— lot 3 = 450 000 GBP,
— lot 4 = 900 000 GBP.
Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework.
II.1.6)Common procurement vocabulary (CPV)

79310000, 79342000, 79342310, 79311000, 79342311, 79311300, 79312000, 79314000

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: 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:

Requirement is to provide market research specialists for the following areas for nationwide coverage of up to 12000 Post Office branches across the UK. The requirements will vary according to regional, national, local or branch level. Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework.
Agencies must be AQR members or EU equivalent (applicable to lot 1 only), and also hold MRS Company partner/ full member status or ESOMAR (EU equivalent – applicable to all lots).
It is estimated that the annual value of the services will be circa 3 000 000 GBP across all 4 lots.
4 Lots are available:
Lot 1 = Qualitative research – knowledge and expertise in some of the following fields: branding/ advertising/ consumer/ retail/ communications, DM/ promotions/ employee/ Govt.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— focus groups,
— depths,
— co- creation,
— observation,
— semiotics,
— ethnography,
— brainstorming,
— consultancy with workshops,
— vox pops/filming capabilities.
LOT 2 = Quantitative and Qualitative research – all elements of quantitative and qualitative research.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— brand and communications tracking,
— advertising and communications testing pre & post and evaluation,
— brand development and evaluation,
— customer experience and satisfaction tracking and ad hoc,
— usage and attitudes,
— consumer, employee and SME research,
— product/proposition development and testing,
— concept development and testing,
— pricing and trade off research,
— consumer/business panels,
— segmentation development,
— multi-channel methodologies.
Lot 3 = operational service feedback – to monitor customer experience focusing on areas important to the customer – helpfulness of staff, speed of service, clean & tidy environment, ease of finding information / consistency of information whilst providing feedback on performance at branch, regional and branch type and national level. To arrange a programme of regular visits to branches, that reflect the spread of customer needs, time, day of week etc when customers use their Post Office. To have the ability to identify best practice, shortfalls and highlight opportunities for improvements.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— mystery shopping programmes across retail networks using trained assessors/mystery shoppers – used for performance management and or incentive/bonus linked,
— operational capability to run large scale programmes including monthly visits across multiple branches and deliver reporting at branch, regional, national and organisational level,
— retail audits in branches across retail network using trained assessors/auditors – used for performance management and or incentive/bonus linked,
— operational capability to run large scale audit programmes including monthly visits across multiple branches and deliver reporting at branch, regional, national and organisational level,
— customer experience monitoring in branches across retail networks including queue measurement and customer journey flows,
— use outputs to identify and promote best practice, shortfalls and highlight opportunities for improvement.
In delivering the above an agency will do so by providing insight and recommendation on areas important to the customer and will understand and inform the likely commercial impact.
Lot 4 = branch-level feedback – to provide to all Post Office customers easy, inclusive, non intrusive and “always on” channels with the ability to give almost immediate feedback to Post Office on their experience. To provide to individual branches the voice of their customers to act upon. Ability to provide feedback on performance at branch, regional, branch type and at national level and be able to identify best practice, shortfalls and highlight opportunities for improvements.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— proven customer experience feedback mechanisms within and across branches in large retail networks in the UK,
— data collection and reporting at branch and national level,
— using a range of data capture methods. Online, phone, postal, enabling real time reporting,
— operational capability to deliver always on channels for survey responses,
— stakeholder engagement – proven ability to get large employee bases onside and acting upon customer feedback,
— reporting via a portal as well as hard copy,
— to identify and promote best practice, shortfalls and highlight opportunities for improvement,
— to provide feedback channels that comply with brand guidelines and operational requirements.
Estimated value excluding VAT:
Range: between 400 000,00 and 12 000 000,00 GBP
II.2.2)Information about options

Options: yes
Description of these options: 2 years plus an option to extend for a further 2 years reviewed on an annual basis (2+1+1) at the discretion of Post Office Ltd.
II.2.3)Information about renewals

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

Duration in months: 48 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Qualitative research

1)Short description

Lot 1 = qualitative research – knowledge and expertise in some of the following fields: branding/ advertising/ consumer/ retail/ communications, DM/ promotions/ employee/ Govt.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— focus groups,
— depths,
— co- creation,
— observation,
— semiotics,
— ethnography,
— brainstorming,
— consultancy with workshops,
— vox pops/filming capabilities.
2)Common procurement vocabulary (CPV)

79310000, 79342311, 79311000, 79312000, 79311300

3)Quantity or scope

Requirement is to provide market research specialists for the following areas for nationwide coverage of up to 12000 Post Office branches across the UK. The requirements will vary according to regional, national, local or branch level. Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework. Agencies must be AQR members or EU equivalent (applicable to lot 1 only), and also hold MRS Company partner/ full member status or ESOMAR (EU equivalent).
The use of e-autions may also be an option as part of any mini competition process.
Estimated value excluding VAT:
Range: between 100 000,00 and 400 000,00 GBP
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 2 Lot title: quantitative and qualitative research

1)Short description

Lot 2 = quantitative and qualitative research – all elements of quantitative and qualitative research.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— brand and communications tracking,
— advertising and communications testing pre & post and evaluation,
— brand development and evaluation,
— customer experience and satisfaction tracking and ad hoc,
— usage and attitudes,
— consumer, employee and SME research,
— product/proposition development and testing,
— concept development and testing,
— pricing and trade off research,
— consumer/business panels,
— segmentation development,
— multi-channel methodologies.
2)Common procurement vocabulary (CPV)

79310000, 79342311, 79311000, 79312000, 79314000, 79311100

3)Quantity or scope

Requirement is to provide market research specialists for the following areas for nationwide coverage of up to 12000 Post Office branches across the UK. The requirements will vary according to regional, national, local or branch level. Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework. Agencies must hold MRS Company partner/ full member status or ESOMAR (EU equivalent).
The use of e-autions may also be an option as part of any mini competition process.
Estimated value excluding VAT:
Range: between 1 500 000,00 and 6 000 000,00 GBP
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 3 Lot title: Operational Service feedback

1)Short description

Lot 3 = operational service feedback. To monitor customer experience focusing on areas important to the customer – helpfulness of staff, speed of service, clean & tidy environment, ease of finding information / consistency of information whilst providing feedback on performance at branch, regional and branch type and national level. To arrange a programme of regular visits to branches, that reflect the spread of customer needs, time, day of week etc when customers use their Post Office. To have the ability to identify best practice, shortfalls and highlight opportunities for improvements.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— mystery shopping programmes across retail networks using trained assessors/mystery shoppers – used for performance management and or incentive/bonus linked,
— operational capability to run large scale programmes including monthly visits across multiple branches and deliver reporting at branch, regional, national and organisational level,
— retail audits in branches across retail network using trained assessors/auditors – used for performance management and or incentive/bonus linked,
— operational capability to run large scale audit programmes including monthly visits across multiple branches and deliver reporting at branch, regional, national and organisational level,
— customer experience monitoring in branches across retail networks including queue measurement and customer journey flows,
— use outputs to identify and promote best practice, shortfalls and highlight opportunities for improvement.
In delivering the above an agency will do so by providing insight and recommendation on areas important to the customer and will understand and inform the likely commercial impact.
2)Common procurement vocabulary (CPV)

79310000, 79342311, 79311000, 79311210, 79311300, 79312000

3)Quantity or scope

Requirement is to provide Market Research specialists for the following areas for nationwide coverage of up to 12000 Post Office branches across the UK. The requirements will vary according to regional, national, local or branch level. Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework. Agencies must hold MRS Company partner/ full member status or ESOMAR (EU equivalent).
The use of e-autions may also be an option as part of any mini competition process.
Estimated value excluding VAT:
Range: between 450 000,00 and 1 800 000,00 GBP
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 4 Lot title: Branch-level feedback

1)Short description

Lot 4 = branch-level feedback – to provide to all Post Office customers easy, inclusive, non intrusive and “always on” channels with the ability to give almost immediate feedback to Post Office on their experience. To provide to individual branches the voice of their customers to act upon. Ability to provide feedback on performance at branch, regional, branch type and at national level and be able to identify best practice, shortfalls and highlight opportunities for improvements.
Agencies must have the knowledge and expertise including but not limited to in the following fields:
— proven customer experience feedback mechanisms within and across branches in large retail networks in the UK,
— data collection and reporting at branch and national level,
— using a range of data capture methods. Online, phone, postal, enabling real time reporting,
— operational capability to deliver always on channels for survey responses,
— stakeholder engagement – proven ability to get large employee bases onside and acting upon customer feedback,
— reporting via a portal as well as hard copy,
— consulting, including identification and promotion of best practice, identification of shortfalls and highlighting of opportunities for improvement,
— to provide feedback channels that complies with brand guidelines and operational requirements.
2)Common procurement vocabulary (CPV)

79310000, 79342311, 79311000, 79311210, 79311300, 79312000, 79314000

3)Quantity or scope

Requirement is to provide market research specialists for the following areas for nationwide coverage of up to 12000 Post Office branches across the UK. The requirements will vary according to regional, national, local or branch level. Post Office Ltd cannot guarantee any level of work or spend throughout the life of this framework. Agencies must hold MRS Company partner/ full member status or ESOMAR (EU equivalent).
The use of e-autions may also be an option as part of any mini competition process.
Estimated value excluding VAT:
Range: between 900 000,00 and 3 600 000,00 GBP
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:

Parent company or other guarantees may be required in certain circumstances. See contract documents.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See contract documents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Requests to participate will be accepted from groupings of economic operators (consortia). In the event of a successful consortium bid, the contracting authority reserves the right to require groupings of entities to take a particular legal form and/or require that a single consortium member takes primary liability or that each member undertakes joint and several liability irrespective of the legal form adopted. Where a subsidiary company is used, the ultimate parent company may be required to provide a guarantee in respect of the performance of the contract by the subsidiary before acceptance.
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: Agencies must be AQR members or EU equivalent (applicable to Lot 1 only), and also hold MRS Company partner/ full member status or ESOMAR (EU equivalent).
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: Applicants will be required to complete a pre-qualification questionnaire (PQQ). This will be available from the buyer profile address as stated in 1.1. Post Office Ltd will use an eSourcing tool to conduct the procurement process and instructions will be provided to all applicants.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Annual Value:
— lot 1 = 100 000 GBP,
— lot 2 = 1 500 000 GBP,
— lot 3 = 450 000 GBP,
— lot 4 = 900 000 GBP.
Post Office Ltd requires that any Applicant’s minimum annual turnover for FY2010/11 is at least 4 times the same value as per lot applied for e.g. lot 1 requires 400 000 GBP turnover, lot 2 requires 6 000 000 GBP turnover, lot 3 requires 1 800 000 GBP turnover and lot 4 requires 3 600 000 GBP. If more that one lot is applied for, the turnover test is correspondingly aggregated e.g. lot 1 = 400 000 GBP + lot 4 = 3 600 000 GBP; total = 4 000 000 GBP.
Further information on economic and financial ability is available in the PQQ.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
See 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 5: and maximum number 30
Objective criteria for choosing the limited number of candidates: On condition that Applicants have met the minimum pre-qualification criteria, the minimum number of applicants envisaged to be invited to tender for each respective lot will be determined by the highest ranking scores achieved as follows: lot 1 = 10 applicants; lot 2 = 10 applicants; lot 3 = 5 applicants; lot 4 = 5 applicants.
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: yes
Additional information about electronic auction: An electronic auction (e-auction) may be used to award all or part of the requirements under the Framework Agreement. The use of e-auctions may also be an option as part of any mini competition process.
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

SP0418
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: 18.5.2012 – 15:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

23.5.2012 – 16:00
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 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

Please read all of the following information carefully.
1. Expression of Interest (EOI): please ensure that you submit an expression of interest promptly so that your details can be populated in the Royal Mail Group Electronic Sourcing system (E-Sourcing). This is a necessary first step in order for you to be able to respond to the PQQ.
2. To formally submit an EOI you must firstly download the Applicant Details Spreadsheet (Excel file) located on the Royal Mail Group Website at: http://www.royalmailgroup.com/our-suppliers/contract-opportunities

3. The Applicant Details Spreadsheet should be completed with the details of your organisation. The spreadsheet format should not be amended in any way. Mandatory information required to be added to the spreadsheet is:
— organisation name,
— contact Telephone Number for your organisation,
— first name of the person who will complete the PQQ,
— surname of the person who will complete the PQQ,
— contact number for the person who will complete the PQQ,
— email address of the person who will be completing the PQQ.
Please confirm, if required, which Lots(s) you are interested in bidding for. Please also complete as much of the non-mandatory information as possible.
4. Following completion of your Applicant Details Spreadsheet, please email the spreadsheet to Mohini Patel at mohini.patel@royalmail.com

5. You will then be sent information on how to access the PQQ. The PQQ will be managed using the RMG Electronic Sourcing System (Esourcing).
6. The Pre Qualification Questionnaire is accessed via Esourcing. You will need to receive 2 emails in order to participate). Once you have submitted your completed Applicant Details Spreadsheet) you will be provided with your first email (within 48 hours Monday – Friday) which is a log-on to Esourcing, these log-on details shall arrive via RMG@frictionless.com and headed Royal Mail Group RFX. (Please do not email this site unless instructed to do so). On receipt of your log-on information you will then be sent a second email (within 24 hours Monday to Friday) from RMG@frictionless.com or RMG, Inviting you to participate in the PQQ. It is at this point that you will be able to fully access the PQQ and start to complete it.

7. The PQQ will close as noted in IV.3.4.
Please note: your log-on will not be activated until you are formally invited to participate, so please do not try to log-on before you are invited to do so, since your access will be denied.
We may require suppliers to supplement or clarify the information submitted in the PQQ and may also undertake its own audit of the supplier to verify the information provided.
Section III.2 – Requests to participate must be made by supplying all of the information which is set out in III.2 above. This information must be supplied by the date and time specified in IV.3.4 above.
The Contracting Authority may require suppliers to supplement or clarify the information submitted under III.2 above and may also undertake our own audit of the supplier to verify the information provided. All communications must be made through Mohini Patel using the details provided in I.1 above. Post Office Ltd will use its eSourcing Tool to conduct the procurement process and instructions will be provided to all applicants. Tenders and all supporting documentation for the contract must be priced in sterling (unless otherwise specified in the contract documents) and written in English. Any agreement entered into will be considered a contract made in England according to English law and will be subject to the exclusive jurisdiction of the English Courts. Post Office Ltd is not liable for any costs incurred by those expressing an interest in tendering for this contract opportunity. Post Office Ltd reserves the right to terminate the procurement process (or part of it), to change the basis of and the procedures for the procurement process at any time, or to procure the contract by alternative means if it appears that the contract can be more advantageously procured by alternative means. The most economically advantageous or any tender will not automatically be accepted.

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

Post Office Ltd

Body responsible for mediation procedures

Post Office Ltd

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: See VI.4.3.
VI.4.3)Service from which information about the lodging of appeals may be obtained

Post Office Ltd
148 Old Street
EC1V 1HQ London
UNITED KINGDOM

VI.5)Date of dispatch of this notice:

17.4.2012