Find a TenderAwarded

Published 21 Jan 2022, 14:15 GMT

Official UK procurement notice

Customer Service Surveys and Data Collection

Official notice

Authority: Notting Hill Genesis (Public body)

ServicesOpen procedure

Sectors: Business Services & Consultancy (79) Delivery: London (UKI)

Published estimate£550,000exc. VAT

Submissions closed 21 Feb 2022awarded 22 Jul 2022

Awarded to Smoke Customer Intelligence2 awards

What is being bought

Published requirement description

NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things.

To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents.

The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.

CPV: Customer satisfaction survey · Customer survey services · Survey analysis services · Survey conduction services · Survey design services · Survey services

The lotProcurement structure

single lot · value published

Lot #1AwardedRenewalPublished value£550,000

Delivery: London · LONDON

Extensions: The initial contract will be for 36 months with the option to extend for another 12 + 12 months. The contract will be for 60 months in total. The cost of £550K is the estimated cost for the full 60 months.Variant bids: not allowed

79311000 Survey services 79311100 Survey design services 79311200 Survey conduction services 79311300 Survey analysis services 79342310 Customer survey services 79342311 Customer satisfaction survey

What it takes to win
i
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 more

How bids were scored

Price

Procedure terms & legal framework

From the official record · publisher note attached

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: Unspecified in notice
Recurring procurement: No (one-off requirement)
First published: 21 Jan 2022, 14:15 GMT
Last source update: 8 Sept 2022, 12:05 BST
Award evaluation window: 21 Feb 2022 – …
Authority reference: PROC1379
FTS notice number: 2022/S 000-025222
Classification (CPV): Customer satisfaction surveyCustomer survey servicesSurvey analysis servicesSurvey conduction servicesSurvey design servicesSurvey services
Delivery area: London (UKI)
Official registry OCID: ocds-h6vhtk-030ddf Find a Tender

Contract terms

Electronic trading: electronic payment

Publisher note: For further information on the procurement and NHG's requirements, please see the tender documents. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=719690435 GO Reference: GO-202298-PRO-20920571

How it was run

Official notice

Submission deadline: 21 Feb 2022, 12:00 GMT
Submission channel: {"written"}
Accepted languages: en
Bid validity: 270 days from the deadline
Bids opened: 21 Feb 2022, 12:30 GMT

Timeline

21 Feb 2022 → 8 Sept 2022 · 3 dates

Submission deadline
21 Feb 2022, 12:00 GMT
Bids opened
21 Feb 2022, 12:30 GMT
Notice published
8 Sept 2022, 12:05 BST

Notice history

1 event · 3 releases on Find a Tender

Status changed to complete
8 Sept 2022, 12:05 BST

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 2

Awarded value £410,0001 contract exc. VAT · 1 repeated publication of the same award counted once

Bids received 6

Contracts signed 2latest 22 Jul 2022

Awarded to	Value	Date	Status
Smoke Customer Intelligence SME	£410,000 †same award published again · counted once	—	Awarded
Smoke Customer Intelligence SME	£410,000 †	—	Awarded

Contracts

Contract 025221-2022-1 · Smoke Customer Intelligence SME
Signed
22 Jul 2022
Value
£410,000
Status
active
Contract 025222-2022-1 · Smoke Customer Intelligence SME
Signed
22 Jul 2022
Value
£410,000
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
6bids	—	—	—

Contracting authority & participating public bodies

Notting Hill Genesis

Contracting authorityPublic bodyBody governed by public lawHousing and community amenities Bruce Kenrick House, 2 Killick Street, London, London, N19FLContact name, email, phone Published organisation website ↗

Dispute resolution & review bodies

Crown Commercial ServicesReview contact point London

Bidders & participating suppliers

1 commercial party on the notice

Smoke Customer Intelligence LimitedAwarded supplier09800527 Unit 4, Drakes Courtyard 291 Kilburn High Road, London, UK

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

Economic and financial selection criteriatenderEconomic and financial selection criteria
Technical selection criteriatenderTechnical selection criteria