Market Research Tender – Customer Satisfaction Programme

Market Research Tender – Customer Satisfaction Programme

The objective of Midland Heart Limited’s customer satisfaction measurement programme is to gather critical customer satisfaction data on a regular basis from customers who have had recent experience of our wide ranging services.

United Kingdom-Birmingham: Research and development services and related consultancy services

2014/S 045-075596

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

WMCOE – Midland Heart
20 Bath Row
For the attention of: Laura Munslow
B15 1LZ Birmingham
UNITED KINGDOM
Telephone: +44 3456020540
E-mail: laura.munslow@midlandheart.org.uk

Internet address(es):

General address of the contracting authority: https://www.midlandheart.org.uk/

Address of the buyer profile: https://www.midlandheart.org.uk/supply-to-us

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:

Customer Satisfaction Measurement Programme.
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: Midlands, Coventry, Stoke, Leicester and Wolverhampton.
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)

The objective of Midland Heart Limited’s customer satisfaction measurement programme is to gather critical customer satisfaction data on a regular basis from customers who have had recent experience of our wide ranging services. Midland Heart Limited customer satisfaction measurement programme consists of completing approximately 1400 telephone interviews per month covering a wide range of service areas. Service areas include responsive repairs, communal services (grounds maintenance, cleaning and window cleaning), ASB, complaints, gas servicing, gas repairs, customer involvement, new lettings, new homes, income services and shared ownership/leasehold services and planned maintenance services. The data collected from this programme is integral in shaping services for the future and ensuring the organisation is continually striving to increase customer satisfaction performance.
Midland Heart Limited’s Executive board agree that the majority of the organisations key performance indicators (KPI’s) will be derived through the collection of customer satisfaction data. There is a much greater emphasis within the organisation to collect consistent, reliable and robust customer satisfaction data in order to measure the performance of Midland Heart Limited as an organisation.
Midland Heart Limited is looking to commission an independent research agency to conduct telephone customer satisfaction surveys on its behalf and proposals are invited. Please note although the programme will predominantly consist of a telephone methodology, Midland Heart Limited is also keen to explore other methodologies including on-line and SMS methodologies. Introducing other channels for gathering customer satisfaction data from our diverse customer groups is something Midland Heart Limited is keen to explore.
The contract will be for a duration of 2 years with a 1+1 years extension period subject to satisfactory performance. The estimated Contract value is approximately GBP 380 000 over the contract duration.
PQQ Requirements
Financial Standing is Pass/Fail Criteria based upon
— Suppliers turnover must be at least three times greater than or equal to the annual value of this contract or applicable lot(s) to be successful in this PQQ.
Please note that Midland Heart will use Experian to download credit reports for all participating supplier/s. The Experian report will be used to score the financial standing as part of the PQQ. It is a requirement that Midland Heart is satisfied you do not pose a risk for us to enter into a contract with, therefore Net Current Liabilities will also be assessed.
Insurance is Pass/Fail Criteria and Midland Heart will require the following levels:
— Public Liability = GBP 5 m
— Professional Indemnity = GBP 1 m
— Employers Liability = GBP 5 m.
II.1.6)Common procurement vocabulary (CPV)

73000000

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: no
II.1.9)Information about variants
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Suppliers must meet the minimum requirement criteria of Financial Standing, Insurance levels this is to include also a Contractors All Risk policy, Policy & Quality & Industry related accreditations as stated in the PQQ.
Financial Standing is Pass/Fail Criteria based upon:
— Suppliers turnover must be at least three times greater than or equal to the annual value of this contract or applicable lot(s) to be successful in this PQQ.
Please note that Midland Heart will use Experian to download credit reports for all participating supplier/s. The Experian report will be used to score the financial standing as part of the PQQ. It is a requirement that Midland Heart is satisfied you do not pose a risk for us to enter into a contract with, therefore Net Current Liabilities will also be assessed.
Insurance is Pass/Fail Criteria and Midland Heart will require the following levels:
— Public Liability = GBP 5 m
— Professional Indemnity = GBP 1 m
— Employers Liability = GBP 5 m
Estimated value excluding VAT: 380 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Starting 1.8.2014. Completion 31.7.2018

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:

Payment terms are a standard 30 days.
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: yes
Description of particular conditions: Key Performance Indicators and Service Level Agreement’s as described in the ITT.
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. Register your company on the eSourcing portal (this is only required once) – Browse to the eSourcing Portal: https://iewm.bravosolution.co.uk and click the link to register – 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) 2. 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 at the top 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 ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender – Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) – 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 at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Financial Standing is Pass/Fail Criteria based upon:
— Suppliers turnover must be at least four times greater than or equal to the total value of this contract or applicable lot(s) (i.e. the value of this contract must not equate to more than 25 % of the suppliers annual turnover) to be successful in this PQQ.
Please note that Midland Heart will use Equifax to download credit reports for all participating supplier/s. The Equifax report will be used to score the financial standing as part of the PQQ. It is a requirement that Midland Heart is satisfied you do not pose a risk for us to enter into a contract with, therefore Net Current Liabilities will also be assessed.
The estimated value of the contract is GBP 380 000. These figures are indicative and maybe subject to change at the ITT stage.
Minimum level(s) of standards possibly required: Suppliers must meet minimum financial and insurance levels as stipulated in the PQQ.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Suppliers must complete all mandatory sections in the PQQ and ITT via the etendering portal for consideration of this contract (this includes all attached appendices).
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
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
Objective criteria for choosing the limited number of candidates: Scores achieved in the pre qualification questionnaire process.
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:

MH216
IV.3.2)Previous publication(s) concerning the same contract

Notice number in the OJEU: 2013/S 93-158559

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: 14.3.2014 – 17:00
IV.3.4)Time limit for receipt of tenders or requests to participate

14.3.2014 – 17:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

7.2.2014
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

until: 1.8.2014
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 1.8.2018 if contract is carried out for its full advertised period of 4 years (including any extension periods) based on acceptable performance.
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

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Precise information on deadline(s) for lodging appeals: In accordance with Regulation 32, 32A and Part 9 of the Public Contracts Regulations 2006 (as amended).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:28.2.2014