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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 award notice - utilities

Results of the procurement procedure

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: 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.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.1.6)Information about lots
This contract is divided into lots: no
II.1.7)Total value of the procurement (excluding VAT)
Value excluding VAT: 460 000.00 GBP
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
Quality criterion - Name: Analysis and reporting / Weighting: 6
Quality criterion - Name: Web user interface / Weighting: 4
Quality criterion - Name: Customer needs analysis / Weighting: 6
Quality criterion - Name: Free text analysis / Weighting: 4
Quality criterion - Name: Voice recognition / Weighting: 2
Quality criterion - Name: Survey response rates / Weighting: 2
Quality criterion - Name: Implementation experience and expertise / Weighting: 8
Quality criterion - Name: Implementation plan / Weighting: 2
Quality criterion - Name: Continuous improvement / Weighting: 2
Quality criterion - Name: Knowledge transfer and training / Weighting: 2
Quality criterion - Name: Ongoing support and operation / Weighting: 2
Cost criterion - Name: Cost / Weighting: 70
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

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.1.6)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
Notice number in the OJ S: 2017/S 031-056443
IV.2.8)Information about termination of dynamic purchasing system
IV.2.9)Information about termination of call for competition in the form of a periodic indicative notice

Section V: Award of contract

Contract No: 1
Title:

Contract

A contract/lot is awarded: yes
V.2)Award of contract
V.2.1)Date of conclusion of the contract:
14/07/2017
V.2.2)Information about tenders
Number of tenders received: 3
The contract has been awarded to a group of economic operators: no
V.2.3)Name and address of the contractor
Watermelon Research Limited
Po Box 70693, 62 Buckingham Gate
London
SW1P 9ZP
United Kingdom
Telephone: +44 2078612080
E-mail:
NUTS code: UK

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

The contractor is an SME: yes
V.2.4)Information on value of the contract/lot (excluding VAT) (Agree to publish? yes)
Initial estimated total value of the contract/lot: 460 000.00 GBP
Total value of the contract/lot: 460 000.00 GBP
V.2.5)Information about subcontracting
V.2.6)Price paid for bargain purchases

Section VI: Complementary information

VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Northern Ireland Water
40 Old Westland Road
Belfast
BT14 6TE
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:
14/07/2017