Construction Industry Training Board: CITB Voice of the Customer Platform and Support Services

UK-King's Lynn: IT services: consulting, software development, Internet and support.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       Construction Industry Training Board
       Sand Martin House, Bittern Way, Fletton Quays, King's Lynn, PE31 6RH, United Kingdom
       Tel. +44 3004567000, Email: citb-procurement@gov.sscl.com
       Contact: David Norfolk
       Main Address: www.citb.co.uk
       NUTS Code: UK

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.4)Type of the contracting authority:
      Body governed by public law

   I.5) Main activity:
      Education

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: CITB Voice of the Customer Platform and Support Services            
      Reference number: Not Provided

      II.1.2) Main CPV code:
         72000000 - IT services: consulting, software development, Internet and support.


      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: CITB have a requirement for a ‘Voice of the Customer’ (VoC) platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. A VoC platform will deliver a single platform end to end solution with no 3rd party applications to meet the strategic goals of CITB.

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 348,650
                  
         Currency:GBP            

   II.2) Description

      II.2.2) Additional CPV code(s):
      Not Provided

      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.2.4) Description of the procurement: CITB have a requirement for a Voice of the customer platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. CITB require the platform to provide employee engagement and Customer research through data collection and subsequent analysis to support CITB decision making. CITB’s goal is to become a customer centric organisation, and this solution will enable to monitor, collate, and act upon customer feedback across all segments. Currently CITB have no capacity to do this and often collate information through word of mouth and field engagement. This insight will inform how to improve all areas of CITB from customer service, product develop, strategy etc. CITB requires a contract to be awarded for a period of 4 years with the option to extend for a further 2 years.

      II.2.5) Award criteria:
      Quality criterion - Name: Quality / Weighting: 85
      Quality criterion - Name: Cost / Weighting: 15
                  
      Price - Weighting: 15
            

      II.2.11) Information about options
         Options: No
         

      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: Not Provided


Section IV: Procedure

IV.1) Description

   IV.1.1)Type of procedure: Open


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
       Notice number in the OJEU: 2024/S 000-027895
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: Not Provided    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 22/10/2024

      V.2.2) Information about tenders
         Number of tenders received: 2
         Number of tenders received from SMEs: Not Provided          
         Number of tenders received from tenderers from other EU Member States: Not Provided          
         Number of tenders received from tenderers from non-EU Member States: Not Provided          
         Number of tenders received by electronic means: Not Provided

      V.2.3) Name and address of the contractor

      The contract has been awarded to a group of economic operators: No
         
         Contractor (No.1)
             Qualtrics Ireland Limited, N/A
             Costello House, 1 Clarendon Row, Dublin, D02 TA43, Ireland
             NUTS Code: IE
            The contractor is an SME: No

      V.2.4) Information on value of the contract/lot (excluding VAT)
         Initial estimated total value of the contract/lot: 348,650          
         Total value of the contract/lot: 348,650
         Currency: GBP

      V.2.5) Information about subcontracting
         The contract is likely to be subcontracted: No
         
Section VI: Complementary information

   VI.3) Additional information: To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=903079599

   VI.4) Procedures for review

      VI.4.1) Review body
          Construction Industry Training Board
          Bircham Newton, King's Lynn, PE31 6RH, United Kingdom

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 15/11/2024