Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Financial Services Compensation Scheme Ltd
10th Floor, Beaufort House, 15 St Botolph Street
London
EC3A 7QU
UK
Telephone: +44 2073758175
E-mail: Chris.Sutherland@fscs.org.uk
NUTS: UK
Internet address(es)
Main address: www.fscs.org.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Economic and financial affairs
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Research Framework
Reference number: FSCS 345
II.1.2) Main CPV code
79310000
II.1.3) Type of contract
Services
II.1.4) Short description
As we develop our corporate strategy for the 2020’s, we are also transforming the way we work and the customer experience we deliver — all in aim of achieving that strategic ambition. This is all with the aim of providing outstanding customer experiences right from when they might need us, to when they make a claim — and with the hope that their experience leads to advocacy, leverages our reputation and serves our mission.
We are now looking to develop a roster of trusted research partners to work with us to deliver our mission and strategic ambition. While we don’t have a set research programme defined at this stage, we know it will be a mix of quantitative and qualitative methodologies and we know that it will need to deliver the insights we need to improve our experience.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Value excluding VAT:
3 000 000.00
GBP
II.2) Description
Lot No: 1
II.2.1) Title
Qualitative Research and Analysis
II.2.2) Additional CPV code(s)
79310000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this.
Going forward examples of the type of qualitative and quantitative research FSCS may conduct include:
— creative testing and tracking,
— brand tracking, development and positioning,
— communications and creative concept testing/development,
— customer satisfaction,
— employee engagement,
— journey management,
— market sizing/segmentation,
— proposition development,
— usage and Attitude Studies,
— web/online platform development/usability; user testing.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
Yes
Description of options:
The initial framework term will be 24 months with the option for FSCS to extend on two occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Lot No: 2
II.2.1) Title
Quantitative Research and Analysis
II.2.2) Additional CPV code(s)
79310000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this.
Going forward examples of the type of qualitative and quantitative research FSCS may conduct include:
— creative testing and tracking,
— brand tracking, development and positioning,
— communications and creative concept testing/development,
— customer satisfaction,
— employee engagement,
— journey management,
— market sizing/segmentation,
— proposition development,
— usage and Attitude Studies,
— web/online platform development/usability; user testing.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
Yes
Description of options:
The initial framework term will be 24 months with the option for FSCS to extend on 2 occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Lot No: 3
II.2.1) Title
Mystery Shopping
II.2.2) Additional CPV code(s)
79310000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
To track financial services firms’ understanding of FSCS and how they talk to their customers about us, we mystery shop deposit taking firms in October each year and those in Life and Pensions, Investments and General Insurance around February/March.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
Yes
Description of options:
The initial framework term will be 24 months with the option for FSCS to extend on 2 occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years.
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
Restricted procedure
IV.1.8) Information about 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:
2018/S 097-221639
Section V: Award of contract
Lot No: 1
Title: Qualitative Research and Analysis
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
23/11/2018
V.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators:
Yes
V.2.3) Name and address of the contractor
C M Monitor Ltd (Britain Thinks)
Somerset House,
London
WC2R 1LA
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.3) Name and address of the contractor
DJS Research Ltd
3 Pavilion Lane, Strines
Stockport
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.3) Name and address of the contractor
The Nursery Research and Planning Ltd
60-66 Wardour Street
London
W1F 0TA
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 4 000 000.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: 2
Title: Quantitative Research and Analysis
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
23/11/2018
V.2.2) Information about tenders
Number of tenders received: 4
The contract has been awarded to a group of economic operators:
Yes
V.2.3) Name and address of the contractor
The Nursery Research and Planning Ltd
60-66 Wardour Street
London
W1F 0TA
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.3) Name and address of the contractor
Market & Opinion Research International Limited t/a Ipsos Mori
3 Thomas More Square
London
UK
NUTS: UK
The contractor is an SME:
No
V.2.3) Name and address of the contractor
UM a trading division of Mediabrands Ltd
3 Grosvenor Gardens
London
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 1 600 000.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: 3
Title: Mystery Shopping
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
23/11/2018
V.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators:
Yes
V.2.3) Name and address of the contractor
Market and Opinion Research International Ltd t/a Ipsos Mori
3 Thomas More Square
London
UK
NUTS: UK
The contractor is an SME:
No
V.2.3) Name and address of the contractor
ESA Market Research Ltd
Kingsbourne House, 229-231 High Holborn
London
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 1 000 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
The Royal Court of Justice
The Strand
London
UK
VI.5) Date of dispatch of this notice
21/12/2018