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Customer satisfaction survey

Published 26/06/2020

West Midlands (england)

Country UK

Status Contract notice

CType Services

Tender Details
Reference2020/S 122-300438
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesHousing and community amenities
Common Procurement VocabularyCustomer satisfaction survey
Customer survey services
Date Published26th Jun 2020

West Midlands (england)

Country UK

Status Contract notice

CType Services

Contract notice

Services

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: Paragon Asra Housing Ltd
Postal address: Third Floor, Pentagon House, 52-54 Southwark Street
Town: London
NUTS code: UK UNITED KINGDOM
Postal code: SE1 1UN
Country: United Kingdom
Contact person: Jonathan Frowd
E-mail: jonathan.frowd@pahousing.co.uk

Internet address(es):

Main address: www.pahousing.co.uk

Address of the buyer profile: https://in-tendhost.co.uk/pahousing/aspx/Home

I.2)Information about joint procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://in-tendhost.co.uk/pahousing/aspx/Home
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://in-tendhost.co.uk/pahousing/aspx/Home
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
Housing and community amenities

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

Provision of Customer Satisfaction Survey Platform

Reference number: PAPP-0136
II.1.2)Main CPV code
79342311 Customer satisfaction survey
II.1.3)Type of contract
Services
II.1.4)Short description:

The delivery of a customer satisfaction survey platform for obtaining feedback from customers, residents, specific focus groups, staff and specific project end or process end feedback.

II.1.5)Estimated total value
Value excluding VAT: 500 000.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)
79342310 Customer survey services
II.2.3)Place of performance
NUTS code: UKI LONDON
NUTS code: UKG WEST MIDLANDS (ENGLAND)
NUTS code: UKJ SOUTH EAST (ENGLAND)
NUTS code: UKF EAST MIDLANDS (ENGLAND)
Main site or place of performance:

PA Housing own and manage properties in London, the South East and the Midlands.

II.2.4)Description of the procurement:

The services required by this contract, can include but are not restricted to:

• deliver a cloud-based platform to obtain feedback from customers, residents, specific focus groups, staff and project end or process end feedback;

• the ability to host telephone calls; provide text surveys; email surveys and website based surveys;

• maximise the use of the My PA app for surveys and user tracking;

• be forward thinking in utilising technology to deliver greater efficiencies in response rates, cost and deliver a blended approach to obtaining internal and external feedback;

• the provision of a survey and feedback platform that enables PA Housing to have visibility of each survey with live real time updates and extract reports in multiple formats, as required;

• the Supplier will need to be able to facilitate a Star Survey on a quarterly or annual basis, as required by PA Housing. This is an industry standard benchmarking survey that is a key requirement of PA Housing. The Star Survey will be based upon the Housemark definition and must be used by the supplier.

II.2.5)Award criteria
Criteria below
Quality criterion - Name: Technical / Weighting: 60
Price - Weighting: 40
II.2.6)Estimated value
Value excluding VAT: 500 000.00 GBP
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Start: 01/12/2020
End: 30/11/2025
This contract is subject to renewal: yes
Description of renewals:

The contract duration is 3 years, however PA Housing may elect to extend the contract by one additional year and one further additional year therefore the maximum contract duration is 5 years.

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

Tenderers are advised to note that the indicative contract value is inclusive of VAT.

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
Selection criteria as stated in the procurement documents
III.1.3)Technical and professional ability
Selection criteria as stated in the procurement documents
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)Description
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: no
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: 28/07/2020
Local time: 12:00
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:
English
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
Date: 28/07/2020
Local time: 12:00
Place:

Via In-tend. All submissions locked and unknown until opening ceremony has taken place.

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Official name: High Court of England and Wales
Postal address: The Royal Courts of Justice, The Strand
Town: London
Postal code: W2 2LL
Country: United Kingdom
Telephone: +44 2079476000

Internet address: https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit

VI.4.2)Body responsible for mediation procedures
Official name: High Court of England and Wales
Postal address: The Royal Courts of Justice, The Strand
Town: London
Postal code: W2 2LL
Country: United Kingdom
Telephone: +44 2079476000
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
Official name: Cabinet Office
Postal address: 70 Whitehall
Town: London
Postal code: SW1A 2AS
Country: United Kingdom
VI.5)Date of dispatch of this notice:
23/06/2020
More Tenders »
Tender Details
Reference2020/S 122-300438
Award CriteriaThe most economic tender
ProcurementOpen procedure
Main ActivitiesHousing and community amenities
Common Procurement VocabularyCustomer satisfaction survey
Customer survey services
Date Published26th Jun 2020