Tender: UK-Newcastle upon Tyne: customer satisfaction survey
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UK-Newcastle upon Tyne: customer satisfaction survey
2010/S 51-076004
CONTRACT NOTICE
Services
SECTION I: CONTRACTING AUTHORITY
- I.1)NAME, ADDRESSES AND CONTACT POINT(S):
One North East, Stella House, Newcastle Upon Tyne NE15 8NY, UNITED KINGDOM.
Internet address(es):
General address of the contracting authority: www.onenortheast.co.uk.
Address of the buyer profile: www.onenortheast.bravosolution.co.uk.
Further information can be obtained at: One North East, All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, Contact: All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, , UNITED KINGDOM. URL: www.onenortheast.bravosolution.co.uk.
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained at: One North East, All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, Contact: All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, , UNITED KINGDOM. URL: www.onenortheast.bravosolution.co.uk.
Tenders or requests to participate must be sent to: One North East, All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, Contact: All requests for information must be sent through the messaging facility on the One NorthEast eTendering system, instructions on registering and accessing the documents are set out in section III.2.1, , UNITED KINGDOM. URL: www.onenortheast.bravosolution.co.uk.
- I.2)TYPE OF THE CONTRACTING AUTHORITY AND MAIN ACTIVITY OR ACTIVITIES:
Regional or local agency/office.
Other: Regional Development Agency for the North East of England.
The contracting authority is purchasing on behalf of other contracting authorities: yes.
SECTION II: OBJECT OF THE CONTRACT
- II.1)DESCRIPTION
- II.1.1)Title attributed to the contract by the contracting authority:
Customer satisfaction surveying of business link and North East England Investment Centre (NEEIC) Customers in North East England.
- II.1.2)Type of contract and location of works, place of delivery or of performance:
Services.
Service category: No 10.
NUTS code: UKC.
- II.1.3)The notice involves:
A public contract.
- II.1.5)Short description of the contract or purchase(s):
One North East is looking to appoint a supplier to:
— Collect information required for contractual obligations regarding customer satisfaction,
— Continuously improve quality of the service by listening to clients and non clients of the service,
— Understand issues that lead to satisfaction and dissatisfaction within business support.
One North East requires a fully independent organisation with experience of undertaking Customer Satisfaction surveys to do all aspects of this work, including selecting the sample, conducting the fieldwork and analysing the results. Surveying will be required on a monthly basis for the duration of this contract.
- II.1.6)Common procurement vocabulary (CPV):
79342311, 79342310, 73300000, 73220000, 73210000, 73200000, 79311300, 79311210, 79311200, 79311100, 79311000, 79310000.
- II.1.7)Contract covered by the Government Procurement Agreement (GPA):
Yes.
- II.1.8)Division into lots:
No.
- II.1.9)Variants will be accepted:
Yes.
- II.2)QUANTITY OR SCOPE OF THE CONTRACT
- II.2.1)Total quantity or scope:
Requirement to run for minimum 24 months with an option to extend for an additional 12 + 12 months, meaning a total potential duration of 48 months.
Value estimated at minimum £75,000 per annum, up to potential £85,000 per annum. Over a 48 month period this equates to a maximum total of £340,000.
Estimated value excluding VAT:
Range: between 150 000 and 340 000 GBP.
- II.2.2)Options:
Yes.
Description of these options: See additional information in section VI.3.
- II.3)DURATION OF THE CONTRACT OR TIME-LIMIT FOR COMPLETION:
Duration in months: 48 (from the award of the contract).
II.1.4)Information on framework agreement:
SECTION III: LEGAL, ECONOMIC, FINANCIAL AND TECHNICAL INFORMATION
- III.1)CONDITIONS RELATING TO THE CONTRACT
- III.1.1)Deposits and guarantees required:
The Contracting Authority reserves the right to demand any deposits, guarantees, bonds and insurance cover it deems appropriate.
- III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions regulating them:
Details will be in the Tender Specification.
- III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
The Contracting Authority reserves the right to require groupings of contractors to take particular legal form or to require that each party undertakes joint and several liability.
Where a consortium or sub-contracting approach is proposed, you will be required to provide all information in respect of the relationships and roles between the parties and identify the proportion of the work to be delivered by the parties named.
- III.1.4)Other particular conditions to which the performance of the contract is subject:
Yes.
The Contract will be awarded on the Agency's General Conditions of Contract for Services which will be supplied as part of the Tender Documents.
- III.2)CONDITIONS FOR PARTICIPATION
- III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers:
Information and formalities necessary for evaluating if requirements are met: Expressions of interest to request the PQQ Documents must be received by 11:59 on 24 March 2010.
Assessment will be made against the information provided as required in the PQQ Document. The completed PQQ must be returned to the Contracting Authority by no later than 12:00 noon on 24 March 2010.
1 Registering Your Company On The E-Tendering Portal:
1.1 browse to www.onenortheast.bravosolution.co.uk;
1.2 click the hyperlink located under the 'Login' tab (found within the right hand menu);
1.3 review and accept the terms and conditions and click 'Continue';
1.4 enter your correct business and user details;
1.5 please note the username you chose and click 'Save' when complete. You will shortly receive an email with your unique password (please keep this secure).
1.6 Supplier sub-users can be set up on the portal to allow colleagues to be involved with various stages of the tender – please contact Bravo via 0800 011 2470 if you believe that your company may have already registered.
2 Expressing an Interest in an Opportunity:
2.1 login to the portal with the username/password;
2.2 click “PQQ Open to All Suppliersâ€
2.3 click on the relevant PQQ;
2.4 click the 'Express Interest' button within the 'Actions' box on the left-hand side of the page. This will move the PQQ into the 'My PQQ page. (This is a secure area reserved for your projects only);
2.5 click on ‘Buyer Attachments’ to access documents associated with the PQQ.
2.6 you can now use the 'Messages' function to communicate with the buyer and seek any clarification.
3 Responding to a PQQ:
3.1 Login to the portal with the username/password.
3.2 Click ‘My PQQ’.
3.3 Click ‘Response’ next to the appropriate PQQ.
3.4 Add attachments (i.e. the documents requested).
3.4.1 Attachments are added under ‘qualification attachments’ and / or ‘technical attachments’ as appropriate.
3.4.2 Under no circumstances should tenders be attached as a message. Tender attached as a message will be viewed as non-compliant.
3.4.3 Note that there may be several actions to perform.
3.5 To make your response visible to the buyer you MUST click 'Publish'. The 'Publish' link can be found on the left hand side of the screen under the heading Actions.
Should you have any technical queries relating to creating a login or accessing your account, please contact help@bravosolution.co.uk or 0800 368 4850.
- III.2.2)Economic and financial capacity:
Information and formalities necessary for evaluating if requirements are met: Further details will be in the Tender Documents mentioned in III.2.1.
Minimum level(s) of standards possibly required: Further details will be in the Tender Documents mentioned in III.2.1.
- III.2.3)Technical capacity:
Information and formalities necessary for evaluating if requirements are met:
Further details will be in the Tender Documents mentioned in III.2.1.
Minimum level(s) of standards possibly required:
Further details will be in the Tender Documents mentioned in III.2.1.
III.2.4)Reserved contracts:
III.3)CONDITIONS SPECIFIC TO SERVICES CONTRACTS
III.3.1)Execution of the service is reserved to a particular profession:
III.3.2)Legal entities should indicate the names and professional qualifications of the staff responsible for the execution of the service:
SECTION IV: PROCEDURE
- IV.1)TYPE OF PROCEDURE
- IV.1.1)Type of procedure:
Accelerated restricted.
Justification for the choice of accelerated procedure: Business Link and the Investment Centre (through BENE) represent the Agency’s primary response to the region’s key economic challenge as outlined in the Regional Economic Strategy (2006) – to close the GVA gap to 90 % of UK average by 2016. Business Link is a key part of the Agency’s corporate and business plans providing over 60 % of the business support outputs and 90 % of the new businesses created in the region.
A Customer Satisfaction survey is a requirement of The Department for Business, Innovation and Skills (BIS). Results are also part of the contract between ONE and BENE; with claw back resulting if the scores are not high enough. The existing surveys have been a key tool of the Business Improvement Team at BE-NE and have driven service and process development. In the current climate, Business Link performance is increasingly open to scrutiny.
The accelerated process is being used by the Contracting Authority for this project on the basis that:
— The main rationale of the project is to support and develop the Business Link service in the region to improve their services to businesses at a time when there is an increased demand for this service due to the financial difficulties experienced by businesses as a result of the economic climate,
— This will enable the regions’ businesses and individuals wanting to set up in business to access support to enable their businesses to grow, or to consolidate and be ready for the economic upturn, thus boosting the economy.
As a matter of urgency, ONE is keen to put in place an experienced operator to deliver national requirements. This contractor will provide crucial input into business improvement and service delivery. This will enable the Business Link service and NEEIC to deliver its core objectives of encouraging and stimulating economic growth through the rapid execution of the contract.
- IV.1.2)Limitations on the number of operators who will be invited to tender or to participate:
Envisaged minimum number: 5. Maximum number: 10
Objective criteria for choosing the limited number of candidates: The contracting authority shall make the selection of the economic operators to be invited to tender in accordance with regulations 23, 24, 25 and 26 and shall award the contract in accordance with regulation 30 of the Public Contract Regulations 2006 as amended.
- IV.1.3)Reduction of the number of operators during the negotiation or dialogue:
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no.
- 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)An electronic auction will be used:
No.
- IV.3)ADMINISTRATIVE INFORMATION
- IV.3.1)File reference number attributed by the contracting authority:
OJEU09/10-021.
- IV.3.2)Previous publication(s) concerning the same contract:
No.
- IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document:
Time limit for receipt of requests for documents or for accessing documents: 24.3.2010 - 11:59.
Payable documents: no.
- IV.3.4)Time-limit for receipt of tenders or requests to participate:
24.3.2010 - 12:00.
- IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates:
31.3.2010.
- IV.3.6)Language(s) in which tenders or requests to participate may be drawn up:
English.
- IV.3.7)Minimum time frame during which the tenderer must maintain the tender:
Duration in days: 90 (from the date stated for receipt of tender).
- IV.3.8)Conditions for opening tenders:
Date: 24.3.2010 - 12:01.
Place: PQQ/ITT bids received will be opened through the Contracting Authority's eTendering System after the deadline has passed. Tenders received at the next stage of the procurement process will also be opened through the Agency's eTendering system.
Persons authorised to be present at the opening of tenders: yes.
A member of the Contracting Authority’s Procurement Team.
SECTION VI: COMPLEMENTARY INFORMATION
- VI.1)THIS IS A RECURRENT PROCUREMENT:
No.
- VI.2)CONTRACT RELATED TO A PROJECT AND/OR PROGRAMME FINANCED BY EU FUNDS:
Yes.
Reference to project(s) and/or programme(s): European Regional Development Funds - Programme 2007-2013 may be applied to the funding make up of this contract.
- VI.3)ADDITIONAL INFORMATION:
Variant bids will be accepted at the discretion of the Contracting Authority and in accordance with the Instructions to Tenderers Document.
Economic Operators should be aware that although the Contracting Authority for the purposes of this procurement is One North East, One North East may allow another Contracting Authority and/or recipients of Public monies to access the concluded Contract, without creating any obligation of any of them to do so. In that event, the contractual relationship would be between the approved individual accessing the contract and the contractor.
In addition the Contracting Authority may novate the management of this procurement process and/or the subsequent award of the contract to another Contracting Authority as set out in the Contract Notice or Tender Documents.
“Contracting Authority†means the purchasing organisation that is seeking to award a contract and for the purposes of this PQQ includes:
I The Agency.
Ii A Contracting Authority as set out in regulation 3 of the Public Contract Regulations 2006.
Iii wholly owned subsidiaries and/or any company, organisation or other Special Purpose Vehicles which the Agency has an ownership interest in or otherwise participates in with the consent of the Secretary of State’s consent pursuant to Section 5 of the Regional Development Agencies Act 1998 (“Section 5 Entityâ€), including but not limited to;
A New and Renewable Energy Centre Limited.
B Enterprise Development North East Limited.
C North East Regional Aggregation Body LLP.
D 1ng Limited.
E Newcastle Science Company Limited.
F The Centre of Excellence in Digital Technology and Media Limited (t/a Codeworks).
G Centre of Excellence for Life Sciences Limited (t/a CELS).
H Centre For Process Innovation Limited (t/a CPI).
I North East Access to Finance Limited.
J North East Finance (Holdco) Limited.
Iv Any subsidiary of any Section 5 entity.
V any such Section 5 Entity that may be created during the life of the Framework Arrangement/Contract;
Vi any unincorporated body, group, committee, other similar organisation in which the Agency participates and/or for which the Agency is accountable;
Vii any other English Regional Development Agency and/or public bodies, including but not limited to;
A North West Development Agency.
B Yorkshire Forward.
C London Development Agency.
D South East Development Agency.
E South West Development Agency.
F East of England Development Agency.
G East Midlands Development Agency.
H West Midlands Development Agency.
Viii The Local Authorities operating in the North East Region (UKC) (including any operations conducted as the Agency’s Sub Regional Partnerships of County Durham, Tyne and Wear, Northumberland and Tees Valley, which the relevant Local Authority is accountable body and Contracting Authority);
Ix Business and Enterprise North East Limited;
X Government Office North East;
Xi any party named in the Contract Notice published for this contract.
Any such Contracting Authority (other than the Agency) may participate in the Contract with the consent of the Agency.
The Contracting Authority does not bind itself to accept any tender and withholds the right to appoint outside any contract should it be considered to be in the best interest of the Contracting Authority.
The Contracting Authority is not liable for any costs incurred by those expressing an interest or tendering for this opportunity.
Compliance with all legislation is required, both in the contract award procedure and during the term of the contract.
The Contracting Authority reserves the right to extend the contract for a period of not more than 12 months.
The Contracting Authority reserves the right to procure repeat services of a similar nature the services in this contract notice without a further call for competition to Regulation 14 (1) (d) (ii) of the Public Contracts Regulations 2006.
- VI.4)PROCEDURES FOR APPEAL
- VI.4.2)Lodging of appeals:
Precise information on deadline(s) for lodging appeals: The Contracting Authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers. This period allows unsuccessful tenderers to seek further debriefing from the contracting authority before the contract is entered into. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2006 (SI 2006 No 5), as amended, provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 6 months). Where a contract has not been entered into the Court may order the setting aside of the award decision or order the authority to amend any document and may award damages. If the contract has been entered into the Court may only award damages.
- VI.5)DATE OF DISPATCH OF THIS NOTICE:
11.3.2010.
VI.4.1)Body responsible for appeal procedures:
VI.4.3)Service from which information about the lodging of appeals may be obtained:
