Section one: Contracting authority
one.1) Name and addresses
Notting Hill Genesis
Bruce Kenrick House, 2 Killick Street
London
N19FL
Contact
Nicole Ward
Telephone
+44 2038150000
Country
United Kingdom
Region code
UKI - London
Internet address(es)
Main address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Service Surveys and Data Collection
Reference number
PROC1379
two.1.2) Main CPV code
- 79311000 - Survey services
two.1.3) Type of contract
Services
two.1.4) Short 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.
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: £410,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79311100 - Survey design services
- 79311200 - Survey conduction services
- 79311300 - Survey analysis services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79311000 - Survey services
two.2.3) Place of performance
NUTS codes
- UKI - London
Main site or place of performance
LONDON
two.2.4) Description of the procurement
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.
Currently NHG has a contract with a supplier who carry out transactional customer satisfaction surveys on our behalf. This feedback is collected via automated IVR calls and SMS with weblinks. This contract specifically provides insight into interactions with the Customer Service Centre and with local officers in housing and home ownership. The contract is due to expire in September 2022.
NHG also contracts with another provider to carry our surveys related to repairs (responsive, gas and planned works). This feedback is collected via in person phone surveys. This is done on a rolling contract which currently expires at the end of March 2022.
We want to increase the number of survey responses received, both overall and for individual staff members, and our overall response rate.
NHG are going out to tender for this requirement to try and obtain a provider who can work with us to improve our response rate and ensure we are able to gather as much feedback from our residents as possible to allow NHG to improve our overall service.
The contract will be for an initial 3 years with the possibility to extend for a further 12 + 12 months. The predicted cost of the service of £550K is for the full 60 month duration of the contract, THIS IS NOT AN ANNUAL COST.
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
For further information on the procurement please see the tender documents.
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: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2022/S 000-001862
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
22 July 2022
five.2.2) Information about tenders
Number of tenders received: 6
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Smoke Customer Intelligence Limited
Unit 4, Drakes Courtyard 291 Kilburn High Road
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
09800527
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £410,000
Section six. Complementary information
six.3) Additional information
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
six.4) Procedures for review
six.4.1) Review body
Notting Hill Genesis
Bruce Kenrick House, 2 Killick Street
London
N1 9FL
Telephone
+44 2083574577
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Notting Hill Genesis
Bruce Kenrick House, 2 Killick Street
London
N19FL
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
Crown Commercial Services
London
Country
United Kingdom