Hyde Housing Association: Provision of Customer Satisfaction and Feedback Services

UK-London: Survey services.

Section I: Contracting Authority
   Title: UK-London: Survey services.
   I.1)Name, Addresses and Contact Point(s):
      Hyde Housing Association Ltd. (The Hyde Group)
      30 Park Street, London, SE1 9EQ, United Kingdom
      URL: www.hyde-housing.co.uk/
      Contact: Hyde Procurement, Attn: Andy Clorley

   I.2)Type of the contracting authority:
      Body governed by public law

   I.3) Main activity:
      Not Provided

   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: Provision of Customer Satisfaction and Feedback Services      
      II.1.2)Type of contract and location of works:
         SERVICES
         
         Service Category: 10
         
         Region Codes: UKI - LONDON         
      II.1.3)Information about a framework or a dynamic purchasing system:
         Not Provided          
      II.1.4)Short description of the contract or purchase(s):
         Survey services. Survey design services. Survey conduction services. Telephone survey services. Survey analysis services. Marketing services. Customer survey services. Customer satisfaction survey. The Hyde Group's (THG’s) Customers are at the heart of our business – As part of this, THG proactively collates significant satisfaction and other customer data across its customer base with a view to incorporate this feedback in improving our products and services.
THG is now looking to partner with an agency / agencies to collect and analyse feedback from our customers on a variety of housing related services. The feedback is to be collected by surveys conducted by trained market research interviewers and by customers providing feedback in response to automated online, SMS and Interactive Voice Response (IVR) communications. On this basis THG wishes to establish contracts for:

Lot 1: Telephone market research interviews
Lot 2: An automated Voice of the Customer (VoC) feedback solution
Lot 3: A combined service, comprising the requirements from Lot 1 plus Lot 2

Please note Bidders are permitted to apply for one or all lots. Whilst THG is inviting tenders for Lots 1, 2 and 3, at the conclusion of the procurement process THG will either (a) make an award in respect of Lots 1 and 2 or (b) make an award in respect of Lot 3 only. THG preference is to award a single contract through Lot 3, but will only do so if sufficient potential value has been observed through the tender process.
      II.1.5)Common procurement vocabulary:
         79311000 - Survey services.
         79311100 - Survey design services.
         79311200 - Survey conduction services.
         79311210 - Telephone survey services.
         79311300 - Survey analysis services.
         79342000 - Marketing services.
         79342310 - Customer survey services.
         79342311 - Customer satisfaction survey.
      II.1.6)Information about Government Procurement Agreement (GPA):
         The contract is covered by the Government Procurement Agreement (GPA): No
   
   II.2)Total Final Value Of Contract(s)
      II.2.1) Total final value of the contract(s)
         Not Provided

      
Section IV: Procedure
   IV.1) Type Of Procedure
      IV.1.1)Type of procedure: Restricted
   IV.2)Award Criteria
      IV.2.1)Award criteria: The most economically advantageous tender in terms of:
               
         Criteria - Weighting
         
         Qualitative - 50
         Commercial - 50
         
      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: Not Provided          
      IV.3.2)Previous publication(s) concerning the same contract: No


Section V: Award Of Contract
      
   1: Award And Contract Value
      Contract No: 2014/S 065-111210
      Lot Number: 1
      Title: Telephone Surveys of Hyde Residents

      V.1)Date Of Contract Award: 01/09/2014      
      V.2) Information About Offers
         Number Of Offers Received: Not Provided          
         Number Of Offers Received By Electronic Means: Not Provided       
      V.3)Name And Address Of Economic Operator To Whom The Contract Has Been Awarded:
         Official name: Opinion Research Services Ltd
         Postal address: The Strand
         Town: Swansea
         Country: United Kingdom
      V.4)Information On Value Of Contract
         Not Provided
      V.5)Information about subcontracting:
         The contract is likely to be subcontracted: Not Provided
   
   2: Award And Contract Value
      Contract No: Not Provided
      Lot Number: 2
      Title: Automated Voice of the Customer Feedback

      V.1)Date Of Contract Award: 01/09/2014      
      V.2) Information About Offers
         Number Of Offers Received: Not Provided          
         Number Of Offers Received By Electronic Means: Not Provided       
      V.3)Name And Address Of Economic Operator To Whom The Contract Has Been Awarded:
         Official name: ServiceTick Ltd
         Postal address: 4 Queen St.
         Town: Norwich
         Country: United Kingdom
      V.4)Information On Value Of Contract
         Not Provided
      V.5)Information about subcontracting:
         The contract is likely to be subcontracted: No


Section VI: Complementary Information
   VI.1)Information about European Union funds:
      The contract is related to a project and/or programme financed by European Union funds: No
   
   VI.2)Additional Information:
      Access codes for the PQQs are as follows:
Lot 1 - W9G8GN44K4
Lot 2 - UX4XB4TA89
Lot 3 - 66Z22QF44J

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.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=154402142
GO-201584-PRO-6886392 TKR-201584-PRO-6886391   
   VI.3.1)Body responsible for appeal procedures:
      Royal Courts of Justice
      The Strand, null, London, WC2A 2LL, United Kingdom
   VI.3.2)Lodging of appeals: Not Provided    
   VI.3.3)Service from which information about the lodging of appeals may be obtained:
      Not Provided
   
   VI.4)Date Of Dispatch Of This Notice: 04/08/2015