Section one: Contracting authority
one.1) Name and addresses
Construction Industry Training Board
Sand Martin House, Bittern Way, Fletton Quays
Peterborough
PE2 8TY
Telephone
+44 7704543667
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Research-services./8S49FUXK45
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
European Institution/Agency or International Organisation
one.5) Main activity
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Mystery Shopper
Reference number
PROC2021148
two.1.2) Main CPV code
- 73110000 - Research services
two.1.3) Type of contract
Services
two.1.4) Short description
CITB wishes to procure a supplier who will provide a mystery shopping contract covering the whole of the UK and Northern Ireland ensuring that there are sufficient adequately trained and briefed mystery shoppers in all geographical areas.
The Contract will be awarded for a period of 3 years with the option to extend for a further 12 months subject to review.
two.1.5) Estimated total value
Value excluding VAT: £400,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 71317200 - Health and safety services
- 71317210 - Health and safety consultancy services
- 80000000 - Education and training services
- 80500000 - Training services
- 80520000 - Training facilities
- 80521000 - Training programme services
- 80530000 - Vocational training services
- 45214620 - Research and testing facilities construction work
- 73110000 - Research services
- 79310000 - Market research services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
The core project objective is to consistently monitor testing and training centres to provide CITB with assurance that those centres are operating and following the scheme rules for each product and are delivering the customer experience CITB expects.
This includes customer service, processes and issues candidates face across the whole testing experience from booking to completing the test/course.
These mystery shops are required in order to:
•measure key customer service levels
•monitor performance from the point a booking is made, either by phone or online, through to completing a test
•provide an immediate escalated alert mechanism for non-compliance in specifically selected key areas.
This will require the services of an experienced, professional organisation to deliver a robust, managed, mystery shop program.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/8S49FUXK45
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2019/S 073-173051
four.2.2) Time limit for receipt of tenders or requests to participate
Date
8 June 2022
Local time
9:00am
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
8 June 2022
Local time
9:00am
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: 48 months
six.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.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Research-services./8S49FUXK45
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/8S49FUXK45
GO Reference: GO-202254-PRO-20080272
six.4) Procedures for review
six.4.1) Review body
Construction Industry Training Board
Sand Martin House, Bittern Way, Fletton Quays
Peterborough
PE2 8TY
Country
United Kingdom