Construction Industry Training Board: Mystery Shopper

UK-Peterborough: Research services.
Section I: Contracting Authority
      I.1) Name and addresses
             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.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Research-services./8S49FUXK45
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      I.4) Type of the contracting authority
            European institution/agency or international organisation
      I.5) Main activity
            Economic and financial affairs

Section II: Object
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.1.5) Estimated total value:
      Value excluding VAT: 400,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      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:
      UK UNITED KINGDOM
      
      II.2.4) Description of 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:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: Not provided       
      Currency: Not provided       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: No       
      Description of renewals: Not provided
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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       
      Identification of the project: Not provided             
      II.2.14) Additional information: To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/8S49FUXK45       


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description OPEN
      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    
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   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 OJ S: 2019/S 073 - 173051       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 08/06/2022 Time: 09:00
            
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
         Duration in month(s): 3
      
      IV.2.7) Conditions for opening of tenders:
         Date: 08/06/2022
         Time: 09:00
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: Yes    
   Estimated timing for further notices to be published: 48 months
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted No       
   Electronic payment will be used No       
   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.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Research-services./8S49FUXK45

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/8S49FUXK45
   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.4.2) Body responsible for mediation procedures:
Not provided
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 04/05/2022

Annex A