Section one: Contracting authority
one.1) Name and addresses
SWAN HOUSING ASSOCIATION LIMITED
Pilgrim House,High Street
BILLERICAY
CM129XY
Contact
Hannah Marsh
Telephone
+44 7809666021
Country
United Kingdom
NUTS code
UKH3 - Essex
Internet address(es)
Main address
one.4) Type of the contracting authority
Other type
Housing Association
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Swan Housing Customer Segmentation and Journey Mapping 2021
Reference number
ITT 5778 RM6018
two.1.2) Main CPV code
- 79342310 - Customer survey services
two.1.3) Type of contract
Services
two.1.4) Short description
We are seeking an external partner who can help us with the first phase of our development, to enable us to better understand who our customers are and how they interact with us currently. Only by speaking with our customers and our people can we start to understand how we can better deliver our services. We are looking for a consultant that has the vision and skills to help create customer personas through segmentation and then map a select number of customer journeys. When we refer to our customer this encompasses not just our general needs residents but our supported housing residents, care and support customers, private sector renters, leaseholders, keyworkers and sales customers.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £57,878.84
two.2) Description
two.2.2) Additional CPV code(s)
- 79342310 - Customer survey services
two.2.3) Place of performance
NUTS codes
- UKH3 - Essex
two.2.4) Description of the procurement
Specifically, we want to achieve the following by partnering with an external consultant:
• Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers;
• Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.
two.2.5) Award criteria
Quality criterion - Name: MEAT / Weighting: 80
Cost criterion - Name: MEAT / Weighting: 20
two.2.11) Information about options
Options: Yes
Description of options
Potential to extend a further 3 months
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
Crown Commercial Services Dynamic Purchasing System
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 April 2021
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
MEL RESEARCH LIMITED
BIRMINGHAM
B2 5DP
Country
United Kingdom
NUTS code
- UKG31 - Birmingham
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £57,878.84
Total value of the contract/lot: £57,878.84
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Cabinet Office
London
Country
United Kingdom