Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
SWAN HOUSING ASSOCIATION LIMITED
Pilgrim House,High Street
BILLERICAY
CM129XY
UK
Contact person: Hannah Marsh
Telephone: +44 7809666021
E-mail: hmarsh@swan.org.uk
NUTS: UKH3
Internet address(es)
Main address: www.swan.org.uk
I.4) Type of the contracting authority
Other: Housing Association
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Swan Housing Customer Segmentation and Journey Mapping 2021
Reference number: ITT 5778 RM6018
II.1.2) Main CPV code
79342310
II.1.3) Type of contract
Services
II.1.4) Short description
We are seeking an external partner who can help us with the first phase of our development, to enable us to better understand who our customers are and how they interact with us currently. Only by speaking with our customers and our people can we start to understand how we can better deliver our services. We are looking for a consultant that has the vision and skills to help create customer personas through segmentation and then map a select number of customer journeys. When we refer to our customer this encompasses not just our general needs residents but our supported housing residents, care and support customers, private sector renters, leaseholders, keyworkers and sales customers.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
57 878.84
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79342310
II.2.3) Place of performance
NUTS code:
UKH3
II.2.4) Description of the procurement
Specifically, we want to achieve the following by partnering with an external consultant:
• Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers;
• Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.
II.2.5) Award criteria
Quality criterion: MEAT
/ Weighting: 80
Cost criterion: MEAT
/ Weighting: 20
II.2.11) Information about options
Options:
Yes
Description of options:
Potential to extend a further 3 months
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
Crown Commercial Services Dynamic Purchasing System
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/04/2021
V.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
MEL RESEARCH LIMITED
BIRMINGHAM
B2 5DP
UK
E-mail: hmarsh@swan.org.uk
NUTS: UKG31
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:
Total value of the contract/lot:
: 57 878.84
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.5) Date of dispatch of this notice
16/08/2021