Construction Industry Training Board: Mystery Shopper

UK-Peterborough: Research services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       Construction Industry Training Board
       Sand Martin House, Bittern Way, Fletton Quays, Peterborough, PE2 8TY, United Kingdom
       Tel. +44 7704543667, Email: citb-procurement@gov.sscl.com
       Main Address: www.citb.co.uk
       NUTS Code: UK

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.4)Type of the contracting authority:
      European institution/agency or international organisation

   I.5) Main activity:
      Economic and financial affairs

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: Mystery Shopper            
      Reference number: PROC2021148

      II.1.2) Main CPV code:
         73110000 - Research services.


      II.1.3) Type of contract: SERVICES

      II.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.

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 240,000
                  
         Currency:GBP            

   II.2) Description

      II.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.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.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.

      II.2.5) Award criteria:
       Not Provided

      II.2.11) Information about options
         Options: No
         

      II.2.13) Information about European Union funds
         The procurement is related to a project and/or programme financed by European Union funds: No
         

      II.2.14) Additional information: To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/8S49FUXK45


Section IV: Procedure

IV.1) Description

   IV.1.1)Type of procedure: Open


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
       Notice number in the OJEU: 2019/S 073-173051
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: Not Provided    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 21/07/2022

      V.2.2) Information about tenders
         Number of tenders received: 5
         Number of tenders received from SMEs: Not Provided          
         Number of tenders received from tenderers from other EU Member States: Not Provided          
         Number of tenders received from tenderers from non-EU Member States: Not Provided          
         Number of tenders received by electronic means: Not Provided

      V.2.3) Name and address of the contractor

      The contract has been awarded to a group of economic operators: No
         
         Contractor (No.1)
             Mystery Shoppers Ltd, 02654347
             Dalton House, 60 Windsor Avenue, London, SW19 2RR, United Kingdom
             NUTS Code: UK
            The contractor is an SME: Yes

      V.2.4) Information on value of the contract/lot (excluding VAT)
         Initial estimated total value of the contract/lot: 240,000          
         Total value of the contract/lot: 240,000
         Currency: GBP

      V.2.5) Information about subcontracting
         The contract is likely to be subcontracted: No
         
Section VI: Complementary information

   VI.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

   VI.4) Procedures for review

      VI.4.1) Review body
          Construction Industry Training Board
          Sand Martin House, Bittern Way, Fletton Quays, Peterborough, PE2 8TY, United Kingdom
          Email: citb-procurement@gov.sscl.com

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 01/08/2022