Official UK procurement notice
Customer Surveys · UK public procurement notice
Authority: The Guinness Partnership (Public body)
What is being bought
Published requirement descriptionThe Guinness Partnership Limited (Guinness) is one of the largest providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers.
Guinness are conducting a procurement process to appoint a provider to conduct customer surveys on our behalf. The contract will be for a period of three years with an option to extend for a further two years subject to performance and value for money.
The surveys will include circa 700 transactional surveys to be conducted by email on a daily or weekly basis and circa 700 surveys in accordance with the Tenant Satisfaction Measures (TSMs) set by the Regulator and a smaller number of other surveys covering general perceptions of Guinness. These are to be conducted by telephone.
The surveys play an important role in helping us measure our effectiveness in delivering quality customer service and high customer satisfaction levels. They help us to identify the areas for improvement and shape our strategy to evolve and strengthen our service model.
CPV: Survey services
The lotProcurement structure
single lot · no lot value publishedLot #1The Tenant Satisfaction Measures are required by the Regulator and it is essential…Awarded
The Tenant Satisfaction Measures are required by the Regulator and it is essential that these are completed on time, to the required volumes, and among a representative sample of customers. Suppliers will be expected to demonstrate their understanding of these measures.
Our surveys provide our main company Key Performance Indicator for satisfaction, and we undertake more surveys than required by the Regulator to ensure we have a reasonably robust sample size for regional analysis. We run transactional surveys following the completion of certain tasks with the customer (for example, a completed repair, Customer Support case, accounts case, etc.) The purpose of these is less about measurement and more about quickly identifying cases where the customer still thinks the matter is unresolved.
The provider will be expected to have a portal to report the results of the surveys in real time. Full details of the required functionality can be found in the Procurement Documents.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (10)
- Experience: 10%
- Knowledge: 10%
- Service Delivery: 15%
- Account Management: 6%
- Training, development & support: 4%
- Technology, systems & reporting: 10%
- Systems & processes: 2%
- Diversity & inclusion: Policies: 2%
- Diversity & inclusion: Anti-Racism: 1%
- price: 40%
Published award criteria (10)
- Experience: 10
- Knowledge: 10
- Service Delivery: 15
- Account Management: 6
- Training, development & support: 4
- Technology, systems & reporting: 10
- Systems & processes: 2
- Diversity & inclusion: Policies: 2
- Diversity & inclusion: Anti-Racism: 1
- Price: 40
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 15 Dec 2023, 10:42 GMT
- Last source update
- 6 Mar 2024, 14:34 GMT
- Award evaluation window
- 26 Jan 2024 – …
- Authority reference
DN696351- FTS notice number
2024/S 000-007210- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0425e7Find a Tender
How it was run
Official notice- Submission deadline
- 26 Jan 2024, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Bids opened
- 26 Jan 2024, 12:05 GMT
Timeline
26 Jan 2024 → 6 Mar 2024 · 3 dates- Submission deadline26 Jan 2024, 12:00 GMT
- Bids opened26 Jan 2024, 12:05 GMT
- Notice published6 Mar 2024, 14:34 GMT
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete6 Mar 2024, 14:34 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| The Leadership Factor Ltd | £723,000 † | — | Awarded |
Contracts
Customer Surveys · The Leadership Factor Ltd
- Signed
- 27 Feb 2024
- Value
- £723,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 7bids | 7 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Public Procurement Review Service, Cabinet OfficeReview body
Bidders & participating suppliers
1 commercial party on the notice- The Leadership Factor LimitedAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria