Section one: Contracting authority
one.1) Name and addresses
Construction Industry Training Board
Sand Martin House, Bittern Way, Fletton Quays
King's Lynn
PE31 6RH
Contact
David Norfolk
Telephone
+44 3004567000
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
CITB Voice of the Customer Platform and Support Services
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
CITB have a requirement for a ‘Voice of the Customer’ (VoC) platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. A VoC platform will deliver a single platform end to end solution with no 3rd party applications to meet the strategic goals of CITB.
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: £348,650
two.2) Description
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
CITB have a requirement for a Voice of the customer platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. CITB require the platform to provide employee engagement and Customer research through data collection and subsequent analysis to support CITB decision making. CITB’s goal is to become a customer centric organisation, and this solution will enable to monitor, collate, and act upon customer feedback across all segments. Currently CITB have no capacity to do this and often collate information through word of mouth and field engagement. This insight will inform how to improve all areas of CITB from customer service, product develop, strategy etc. CITB requires a contract to be awarded for a period of 4 years with the option to extend for a further 2 years.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 85
Quality criterion - Name: Cost / Weighting: 15
Price - Weighting: 15
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
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: 2024/S 000-027895
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 October 2024
five.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Qualtrics Ireland Limited
Costello House, 1 Clarendon Row
Dublin
D02 TA43
Country
Ireland
NUTS code
- IE - Ireland
National registration number
N/A
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £348,650
Total value of the contract/lot: £348,650
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=903079599
GO Reference: GO-20241115-PRO-28539657
six.4) Procedures for review
six.4.1) Review body
Construction Industry Training Board
Bircham Newton
King's Lynn
PE31 6RH
Country
United Kingdom