Visitor Experience Measurement for English Heritage

Visitor Experience Measurement for English Heritage

English Heritage has within its care a collection of over 400 of England’s most significant heritage sites and monuments.

United Kingdom-Swindon: Market research services

2019/S 088-211181

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

English Heritage
The Engine House
United Kingdom
Telephone: +44 1793414047
NUTS code: UKK14
Internet address(es):Main address:

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Recreation, culture and religion

Section II: Object

II.1)Scope of the procurement


English Heritage — Visitor Experience Measurement

Reference number: P/REF EH 00001109

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Visitor experience measurement. Please see attached brief and invitation to tender documents for more information.

II.1.5)Estimated total value

Value excluding VAT: 240 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKG
NUTS code: UKH
NUTS code: UKF
NUTS code: UKJ
NUTS code: UKC
NUTS code: UKK
NUTS code: UKD
Main site or place of performance:

II.2.4)Description of the procurement:

English Heritage has within its care a collection of over 400 of England’s most significant heritage sites and monuments. Around one quarter of our sites are operated as paid-entry visitor attractions, welcoming over 6 000 000 visitors each year and we also operate a membership scheme with around 1 000 000 members. The income streams from these activities, along with the associated secondary spend on on-site commercial operations (catering, retail, etc.) represent a significant and important income stream for the organisation. As a brand, our organising thought — which inspires everything we do — is we bring history to life. The external expression of this is our strapline Step into England’s story. We aim to deliver inspiring, engaging and authentic experiences to our visitors, allowing them to experience history where it happened. In welcoming large numbers of visitors to our sites, the experience they have is extremely important to us as we know this will impact their likelihood to join as a member, visit the site again, or visit other English Heritage sites in the future. In order to measure the visitor experience, we have conducted research for many years, engaging with visitors to capture their views and opinions so that we can learn how to meet their needs and expectations. This covers all areas of the experience from site facilities and staff to catering, retail, and historical interpretation. We track this from year to year, analysing and identifying trends that inform our brand, marketing and visitor experience strategy.

II.2.5)Award criteria

Criteria below
II.2.6)Estimated value

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 17/07/2019
End: 17/07/2022
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 05/06/2019
Local time: 09:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

Date: 05/06/2019
Local time: 09:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

English Heritage
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: