Hyde Housing Association: Provision of Customer Satisfaction and Feedback Services

UK-London: Survey services.

Section I: Contracting Authority
   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

      Further information can be obtained at: As Above       
      Specifications and additional documents: As Above       
      Tenders or requests to participate must be sent to: As Above       
   
   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: SERVICES
   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, place of delivery or of performance: SERVICES         
         Service Category: 10

         Region Codes: UKI - LONDON         
      II.1.3) Information about a public contract, a framework or a dynamic purchasing system:The notice involves a public contract                                                       
      
      II.1.5)Short description of the contract or purchase:
      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.1.6)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.1.7) 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: Yes          
         If yes, tenders should 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:
      Not Provided                  
         Estimated value excluding VAT:
         Range between: 500,000 and 850,000
         Currency: GBP
               
      
      II.2.2)Options: No          
         II.2.3)Information about renewals:
            This contract is subject to renewal: Yes
                  
         Number of possible renewals: 1
                           
      If known, in the case of renewable supplies or service contracts, estimated time-frame for subsequent contracts:
         Duration in months: 12
         
   II.3)Duration Of The Contract Or Time-Limit For Completion      
         Duration in months: 36 (from the award of the contract)

   Information About Lots
            
      Lot No: 1
      Title: Telephone Surveys of Hyde Residents

      1)Short Description:      
      Surveys will be required to be conducted by Computer Assisted Telephone Interviewing (CATI). For each survey a sample of resident contact details will be supplied by THG to the Supplier in Excel (or other appropriate format). Data should be returned to THG in SPSS format including any transcribed verbatim comments. THG would also require additional analysis to be provided by the Supplier including multivariate techniques and innovative approaches to producing insight from qualitative data such as verbatim comments in surveys (e.g. text mining and sentiment analysis).

      2)Common Procurement Vocabulary:
         79311210 - Telephone survey services.
                  79342310 - Customer survey services.
                  79342311 - Customer satisfaction survey.
                  79311000 - Survey services.
                  79311100 - Survey design services.
                  79311200 - Survey conduction services.
                  79311300 - Survey analysis services.
         
      3)Quantity Or Scope: Not Provided
               
         Value range between: 400,000 and 600,000
         Currency: GBP      
                     
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 36
                                          
                  
         5)Additional Information About Lots:         
            PQQ access code: W9G8GN44K4      
      Lot No: 2
      Title: Automated Voice of the Customer Feedback Solution

      1)Short Description:      
      The Hyde Group (THG) require data to be collected using IVR, text messaging, and online and mobile surveys to capture customers’ recent experience of services. THG require live reporting on the metrics captured including online portal with option to be designed according to THG requirements. In addition there should be a feedback loop to alert THG of customers who express negative feedback so that THG can engage with them swiftly.

      2)Common Procurement Vocabulary:
         71355000 - Surveying services.
                  79311100 - Survey design services.
                  79311200 - Survey conduction services.
                  79311300 - Survey analysis services.
                  79342310 - Customer survey services.
                  79342311 - Customer satisfaction survey.
         
      3)Quantity Or Scope: Not Provided
               
         Value range between: 100,000 and 250,000
         Currency: GBP      
                     
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 36
                                          
                  
         5)Additional Information About Lots:         
            PQQ access code: UX4XB4TA89      
      Lot No: 3
      Title: Combined Feedback Service

      1)Short Description:      
      Lot 3 will comprise of both the requirements in Lot 1 and in Lot 2. Bidders should respond to this lot if they would like to provide the whole service.

      2)Common Procurement Vocabulary:
         79311000 - Survey services.
                  79311210 - Telephone survey services.
                  79342310 - Customer survey services.
                  79311100 - Survey design services.
                  79311200 - Survey conduction services.
                  79311300 - Survey analysis services.
                  79342311 - Customer satisfaction survey.
                  79342000 - Marketing services.
         
      3)Quantity Or Scope: Not Provided
               
         Value range between: 500,000 and 850,000
         Currency: GBP      
                     
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 36
                                          
                  
         5)Additional Information About Lots:         
            PQQ Access Code: 66Z22QF44J         
Section III: Legal, Economic, Financial And Technical Information
   III.1)Conditions relating to the contract
      III.1.1)Deposits and guarantees required:
      Not Provided
      
      III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
      Not Provided
      
      III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
      Not Provided
      
      III.1.4)Other particular conditions:
         The performance of the contract is subject to particular conditions: No       
   III.2)Conditions For Participation
      III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers:
         The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.
         
         A full list of these criteria are at http://www.delta-esourcing.com/delta/project/reasonsForExclusion.html#pcr
         
         Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists. Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so. Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.
      
      III.2.2)Economic and financial capacity
         Economic and financial capacity - means of proof required:         
         
         Information and formalities necessary for evaluating if requirements are met:
         Dun & Bradsteet number will be required for financial evaluation
      
      III.2.3)Technical capacity
         Technical capacity - means of proof required         
         
         Information and formalities necessary for evaluating if requirements are met:
         As set out in the Pre-Qualification Questionnaire (PQQ)      
      III.2.4)Information about reserved contracts: Not Provided   
   III.3)Conditions Specific To Service 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: 3 and maximum number: 9         
         Objective Criteria for choosing the limited number of candidates:
         As set out in the PQQ.   
   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: Not Provided      
      IV.3.2)Previous publication(s) concerning the same contract: No

      IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document:

      Date: 22/04/2014
      Time-limit for receipt of requests for documents or for accessing documents: 14:00      
      
      IV.3.4)Time-limit for receipt of tenders or requests to participate
         Date: 28/04/2014
         Time: 14:00      
      IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates: Not Provided      
      IV.3.6)Language(s) in which tenders or requests to participate may be drawn up:         English
         


Section VI: Complementary Information

   VI.1)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: 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=90288736
GO-2014328-PRO-5565937 TKR-2014328-PRO-5565936
   
   VI.4)Procedures For Appeal
      VI.4.1)Body responsible for appeal procedures:
      Royal Courts of Justice
      The Strand, null, London, WC2A 2LL, United Kingdom

      VI.4.2)Lodging of appeals: Not Provided   
   
      VI.4.3)Service from which information about the lodging of appeals may be obtained:
            Not Provided

   VI.5) Date Of Dispatch Of This Notice: 28/03/2014

ANNEX A