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The purpose of this contract is to appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a ...

Contract notice - utilities

Services

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses
NI Water
Westland House
Belfast
BT14 6TE
United Kingdom
Contact person: www.sourcingniwater.com
E-mail:
NUTS code: UK

Internet address(es):

Main address: https://etendersni.gov.uk/epps

Address of the buyer profile: https://etendersni.gov.uk/epps

I.2)Joint procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: www.etendersni.gov.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: www.etendersni.gov.uk
I.6)Main activity
Water

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

C842 - Customer Satisfaction Feedback Solution.

II.1.2)Main CPV code
48627000
II.1.3)Type of contract
Services
II.1.4)Short description:

The purpose of this contract is to appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a greater number of customers. It is expected that this will provide the business with actionable data to drive improvements and enable it to become a truly customer focussed business. The service must be available on a hosted, managed service basis, 24 hours per day, 7 days per week 365 days a year.

II.1.5)Estimated total value
Value excluding VAT: 460 000.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)
48627000
II.2.3)Place of performance
NUTS code: UKN
II.2.4)Description of the procurement:

The purpose of this contract is to appoint a service based provider of a customer satisfaction feedback system to provide a technological solution which has the capability to supply near time or real time feedback on the levels of satisfaction from a greater number of customers. It is expected that this will provide the business with actionable data to drive improvements and enable it to become a truly customer focussed business. The service must be available on a hosted, managed service basis, 24 hours per day, 7 days per week 365 days a year.

II.2.5)Award criteria
Criteria below
Quality criterion - Name: Quality / Weighting: 40
Cost criterion - Name: Cost / Weighting: 60
II.2.6)Estimated value
Value excluding VAT: 460 000.00 GBP
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:

Possible extensions. 1+1.

II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.12)Information about electronic catalogues
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

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.4)Objective rules and criteria for participation
III.1.5)Information about reserved contracts
III.1.6)Deposits and guarantees required:
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction
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
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 24/03/2017
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
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
Tender must be valid until: 22/06/2017
IV.2.7)Conditions for opening of tenders
Date: 24/03/2017
Local time: 12:30

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: yes
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Northern Ireland Water
Belfast
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice:
10/02/2017