Hysbysiad dyfarnu contract
Canlyniadau'r weithdrefn gaffael
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
The Guinness Partnership Ltd
Bower House, 1 Stable Street
Oldham
OL9 7LH
UK
Person cyswllt: - Jim Booth
Ffôn: +44 3031231890
E-bost: james.booth@guinness.org.uk
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: http://www.guinnesspartnership.com/
Cyfeiriad proffil y prynwr: http://www.guinnesspartnership.com/
I.4) Y math o awdurdod contractio
Corff a lywodraethir gan gyfraith gyhoeddus
I.5) Prif weithgaredd
Tai ac amwynderau cymunedol
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
Customer Surveys
Cyfeirnod: DN696351
II.1.2) Prif god CPV
79311000
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
The Guinness Partnership Limited (Guinness) is one of the largest providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers.
Guinness are conducting a procurement process to appoint a provider to conduct customer surveys on our behalf. The contract will be for a period of three years with an option to extend for a further two years subject to performance and value for money.
The surveys will include circa 700 transactional surveys to be conducted by email on a daily or weekly basis and circa 700 surveys in accordance with the Tenant Satisfaction Measures (TSMs) set by the Regulator and a smaller number of other surveys covering general perceptions of Guinness. These are to be conducted by telephone.
The surveys play an important role in helping us measure our effectiveness in delivering quality customer service and high customer satisfaction levels. They help us to identify the areas for improvement and shape our strategy to evolve and strengthen our service model.
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.1.7) Cyfanswm gwerth y caffaeliad
Gwerth heb gynnwys TAW: 730 000.00 GBP
II.2) Disgrifiad
II.2.2) Cod(au) CPV ychwanegol
79311000
II.2.3) Man cyflawni
Cod NUTS:
UKC
UKD
UKE
UKF
UKG
UKH
UKI
UKJ
UKK
II.2.4) Disgrifiad o’r caffaeliad
The Tenant Satisfaction Measures are required by the Regulator and it is essential that these are completed on time, to the required volumes, and among a representative sample of customers. Suppliers will be expected to demonstrate their understanding of these measures.
Our surveys provide our main company Key Performance Indicator for satisfaction, and we undertake more surveys than required by the Regulator to ensure we have a reasonably robust sample size for regional analysis. We run transactional surveys following the completion of certain tasks with the customer (for example, a completed repair, Customer Support case, accounts case, etc.) The purpose of these is less about measurement and more about quickly identifying cases where the customer still thinks the matter is unresolved.
The provider will be expected to have a portal to report the results of the surveys in real time. Full details of the required functionality can be found in the Procurement Documents.
II.2.5) Meini prawf dyfarnu
Maes prawf ansawdd: Experience
/ Pwysoliad: 10
Maes prawf ansawdd: Knowledge
/ Pwysoliad: 10
Maes prawf ansawdd: Service Delivery
/ Pwysoliad: 15
Maes prawf ansawdd: Account Management
/ Pwysoliad: 6
Maes prawf ansawdd: Training, development & support
/ Pwysoliad: 4
Maes prawf ansawdd: Technology, systems & reporting
/ Pwysoliad: 10
Maes prawf ansawdd: Systems & processes
/ Pwysoliad: 2
Maes prawf ansawdd: Diversity & inclusion: Policies
/ Pwysoliad: 2
Maes prawf ansawdd: Diversity & inclusion: Anti-Racism
/ Pwysoliad: 1
Price
/ Pwysoliad:
40
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Ydy
Disgrifiad o’r opsiynau:
The initial term is for three years. Subject to performance and vale for money, the contract may be extended by two further periods of 12 months.
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn agored
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Ydy
IV.2) Gwybodaeth weinyddol
IV.2.1) Cyhoeddiad blaenorol mewn perthynas â’r weithdrefn hon
Rhif yr hysbysiad yn OJ S:
2023/S 000-036908
Section V: Dyfarnu contract
Teitl: Customer Surveys
Dyfernir contract/lot:
Ydy
V.2 Dyfarnu contract
V.2.1) Y dyddiad y daeth y contract i ben
27/02/2024
V.2.2) Gwybodaeth am dendrau
Nifer y tendrau a ddaeth i law: 7
Nifer y tendrau a ddaeth i law gan BBaChau: 7
Dyfarnwyd y contract i gr?p o weithredwyr economaidd:
Na
V.2.3) Enw a chyfeiriad y contractwr
The Leadership Factor Limited
Huddersfield
UK
NUTS: UKE
BBaCh yw’r contractwr:
Ydy
V.2.4) Gwybodaeth am werth y contract/lot (heb gynnwys VAT)
Cyfanswm gwerth y contract/lot: 723 000.00 GBP
V.2.5) Gwybodaeth am is-gontractio
Section VI: Gwybodaeth ategol
VI.4) Gweithdrefnau adolygu
VI.4.1) Corff adolygu
Public procurement review service, Cabinet Office
London
UK
VI.5) Dyddiad anfon yr hysbysiad hwn
06/03/2024