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.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.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £240,000
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
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
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
21 July 2022
five.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Mystery Shoppers Ltd
Dalton House, 60 Windsor Avenue
London
SW19 2RR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
02654347
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: £240,000
Total value of the contract/lot: £240,000
Section six. Complementary information
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.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=710131512
GO Reference: GO-202281-PRO-20712565
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