Notting Hill Genesis: Customer Service Surveys and Data Collection

UK-London: Survey services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       Notting Hill Genesis
       Bruce Kenrick House, 2 Killick Street, London, N19FL, United Kingdom
       Tel. +44 2038150000, Email: nicole.ward@nhg.org.uk
       Contact: Nicole Ward
       Main Address: www.nhg.org.uk
       NUTS Code: UKI

   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:
      Body governed by public law

   I.5) Main activity:
      Housing and community amenities

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: Customer Service Surveys and Data Collection            
      Reference number: PROC1379

      II.1.2) Main CPV code:
         79311000 - Survey services.


      II.1.3) Type of contract: SERVICES

      II.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.

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 410,000
                  
         Currency:GBP            

   II.2) Description

      II.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.


      II.2.3) Place of performance
      Nuts code:
      UKI - LONDON
   
      Main site or place of performance:
      LONDON
             

      II.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.

      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: For further information on the procurement please see the tender documents.


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: No

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
       Notice number in the OJEU: 2022/S 000-001862
      
   

   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: 22/07/2022

      V.2.2) Information about tenders
         Number of tenders received: 6
         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)
             Smoke Customer Intelligence Limited, 09800527
             Unit 4, Drakes Courtyard 291 Kilburn High Road, London, 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: Not Provided          
         Total value of the contract/lot: 410,000
         Currency: GBP

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

   VI.3) Additional information: 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

   VI.4) Procedures for review

      VI.4.1) Review body
          Notting Hill Genesis
          Bruce Kenrick House, 2 Killick Street, London, N1 9FL, United Kingdom
          Tel. +44 2083574577

      VI.4.2) Body responsible for mediation procedures
          Notting Hill Genesis
          Bruce Kenrick House, 2 Killick Street, London, N19FL, United Kingdom
          Email: nicole.ward@nhg.org.uk

      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
          Crown Commercial Services
          London, United Kingdom

   VI.5) Date of dispatch of this notice: 08/09/2022