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Hyde Housing Association: Customer Surveying Services

  Hyde Housing Association is using Delta eSourcing to run this tender exercise

Notice Summary
Title: Customer Surveying Services
Notice type: Contract Notice
Authority: Hyde Housing Association
Nature of contract: Services
Procedure: Open
Short Description: Hyde is looking to procure survey solution(s) that enable us to collect, view and analyse customer feedback. Areas of interest for to be surveyed include: •General perception (e.g. overall satisfaction, net promotor score) •Satisfaction with key services / customer touchpoints (e.g. feedback following a property repair / maintenance, complaint, new letting, anti-social behaviour case handling)
Published: 14/12/2018 16:55
Please note that the deadline for response to this opportunity has passed. However, you can still register or log-into the Delta eSourcing solution to prepare your Supplier Profile for future opportunities.

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UK-London: Survey services.
Section I: Contracting Authority
      I.1) Name and addresses
             Hyde Housing Association
             30 Park Street, null, London, SE1 9EQ, United Kingdom
             Tel. +44 2032072574, Email: procurementhelpdesk@hyde-housing.co.uk
             Main Address: https://www.hyde-housing.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.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: http://www.delta-esourcing.com/tenders/UK-UK-London:-Survey-services./NSAC785Q9U
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent electronically via http://www.delta-esourcing.com/tenders/UK-title/NSAC785Q9U to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      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: Customer Surveying Services       
      Reference Number: Not provided
      II.1.2) Main CPV Code:
      79311000 - Survey services.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Hyde is looking to procure survey solution(s) that enable us to collect, view and analyse customer feedback. Areas of interest for to be surveyed include:

•General perception (e.g. overall satisfaction, net promotor score)
•Satisfaction with key services / customer touchpoints (e.g. feedback following a property repair / maintenance, complaint, new letting, anti-social behaviour case handling)       
      II.1.5) Estimated total value:
      Value excluding VAT: Not Provided       
      Currency: Not Provided
      II.1.6) Information about lots:
      This contract is divided into lots: Yes       
      Tenders may be submitted for: All lots
      Maximum number of lots that may be awarded to one tenderer: Not provided
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: The Contracting Authority may choose to award the Lots individually or as a combined Lot based on the responses received.

II.2) Description
II.2) Description Lot No. 1
      
      II.2.1) Title: Telephone Survey Services       
      Lot No: 1       
      II.2.2) Additional CPV codes:
      79311200 - Survey conduction services.
      79311210 - Telephone survey services.
      79311300 - Survey analysis services.
      79342310 - Customer survey services.
      79342311 - Customer satisfaction survey.
      79311100 - Survey design services.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: Hyde is seeking a provider of live telephone survey services (CATI).

Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 5,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: No       
      Description of renewals: Not provided
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      II.2.14) Additional information: To respond to this opportunity please click here: https://hyde.delta-esourcing.com/respond/NSAC785Q9U       
II.2) Description Lot No. 2
      
      II.2.1) Title: Real-Time Survey Services       
      Lot No: 2       
      II.2.2) Additional CPV codes:
      79311100 - Survey design services.
      79311200 - Survey conduction services.
      79311300 - Survey analysis services.
      79342310 - Customer survey services.
      79342311 - Customer satisfaction survey.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: Hyde is seeking a provider of ‘real time’ survey services (e.g. SMS / Email / IVR)

Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 5,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: No       
      Description of renewals: Not provided
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       


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:          
      Not Provided       
      III.1.2) Economic and financial standing          
      Selection criteria as stated in the procurement documents       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability    
      Selection criteria as stated in the procurement documents
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description OPEN
      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    
         Framework agreement with several operators       
         Envisaged maximum number of participants to the framework agreement:
Not Provided           
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   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 OJ S: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 18/01/2019 Time: 13:00
            
      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:
         Duration in month(s): 6
      
      IV.2.7) Conditions for opening of tenders:
         Date: 18/01/2019
         Time: 13:00
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used Yes       
   Electronic invoicing will be accepted Yes       
   Electronic payment will be used Yes       
   VI.3) Additional Information: 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.
Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://hyde.delta-esourcing.com/tenders/UK-UK-London:-Survey-services./NSAC785Q9U

To respond to this opportunity, please click here:
https://hyde.delta-esourcing.com/respond/NSAC785Q9U
   VI.4) Procedures for review
   VI.4.1) Review body:
             Royal Courts of Justice
       The Strand, null, London, WC2A 2LL, United Kingdom
   VI.4.2) Body responsible for mediation procedures:
Not provided
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 14/12/2018

Annex A


View any Notice Addenda

View Award Notice

UK-London: Survey services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       Hyde Housing Association
       30 Park Street, null, London, SE1 9EQ, United Kingdom
       Email: procurementhelpdesk@hyde-housing.co.uk
       Main Address: https://www.hyde-housing.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:
      Housing and community amenities

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: Customer Surveying Services            
      Reference number: Not Provided

      II.1.2) Main CPV code:
         79311000 - Survey services.


      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: Hyde is looking to procure survey solution(s) that enable us to collect, view and analyse customer feedback. Areas of interest for to be surveyed include:

•General perception (e.g. overall satisfaction, net promotor score)
•Satisfaction with key services / customer touchpoints (e.g. feedback following a property repair / maintenance, complaint, new letting, anti-social behaviour case handling)

      II.1.6) Information about lots
         This contract is divided into lots: Yes
                  
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 10,000,000
                  
         Currency:GBP            

   II.2) Description (lot no. 1)
   

      II.2.1) Title:Telephone Survey Services   
      Lot No:1

      II.2.2) Additional CPV code(s):
            79311200 - Survey conduction services.
            79311210 - Telephone survey services.
            79311300 - Survey analysis services.
            79342310 - Customer survey services.
            79342311 - Customer satisfaction survey.
            79311100 - Survey design services.


      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: Hyde is seeking a provider of live telephone survey services (CATI).

Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies

      II.2.5) Award criteria:
      Quality criterion - Name: Quality / Weighting: 70
                  
      Cost criterion - Name: Pricing / Weighting: 30
            

      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: To respond to this opportunity please click here: https://hyde.delta-esourcing.com/respond/NSAC785Q9U

   II.2) Description (lot no. 2)
   

      II.2.1) Title:Real-Time Survey Services   
      Lot No:2

      II.2.2) Additional CPV code(s):
            79311100 - Survey design services.
            79311200 - Survey conduction services.
            79311300 - Survey analysis services.
            79342310 - Customer survey services.
            79342311 - Customer satisfaction survey.


      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: Hyde is seeking a provider of ‘real time’ survey services (e.g. SMS / Email / IVR)

Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies

      II.2.5) Award criteria:
      Quality criterion - Name: Quality / Weighting: 70
                  
      Cost criterion - Name: Pricing / Weighting: 30
            

      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: Yes       
      

   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
       Not Provided
   

   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: 1    
   Title: Telephone Survey Services

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 01/04/2019

      V.2.2) Information about tenders
         Number of tenders received: 8
         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: Yes
         
         Contractor (No.1)
             Watermelon Research Ltd
             PO BOX 70693 62 Buckingham Gate,, London,, SW1P 9ZP, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No
         
         Contractor (No.2)
             BMG Research Ltd
             Beech House 1a Greenfield Crescent, Edgbaston,, West Midlands,, Birmingham,, B15 3BE, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No
         
         Contractor (No.3)
             Opinion Research Services Ltd
             The Strand,, West Glamorgan,, Swansea,, SA1 1AF, United Kingdom
             NUTS Code: UK
            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: 5,000,000          
         Total value of the contract/lot: 5,000,000
         Currency: GBP

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

Award Of Contract (No.2)

   Contract No: Not Provided    
   Lot Number: 2    
   Title: Real-Time Survey Services

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 01/04/2019

      V.2.2) Information about tenders
         Number of tenders received: 8
         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: Yes
         
         Contractor (No.1)
             Watermelon Research Ltd
             PO BOX 70693, 62 Buckingham Gate,, London,, SW1P 9ZP, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No
         
         Contractor (No.2)
             Rapide Communication Ltd (Rant & Rave)
             Rant & Rave, Raving Towers Millburn Hill Road,, University Of Warwick Science Park, West Midlands, Coventry, CV4 7HS, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No
         
         Contractor (No.3)
             BMG Research Ltd
             Beech House 1a Greenfield Crescent,, Edgbaston,, West Midlands,, Birmingham,, B15 3BE, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No
         
         Contractor (No.4)
             Network Research & Marketing Ltd
             25 West Tenter Street,, London,, E1 8DT, United Kingdom
             NUTS Code: UK
            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: 5,000,000          
         Total value of the contract/lot: 5,000,000
         Currency: GBP

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

   VI.3) Additional information: 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.

A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
To view this notice, please click here:
https://hyde.delta-esourcing.com/delta/viewNotice.html?noticeId=389245005

   VI.4) Procedures for review

      VI.4.1) Review body
          Royal Courts of Justice
          The Strand, null, London, WC2A 2LL, 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: 09/04/2019