Contract award notice
Results of the procurement procedure
Section I: Contracting
authority
I.1) Name and addresses
Transport for London
Windsor House, 42-50 Victoria Street
London
SW1H 0BD
UK
Contact person: Mrs Alexandra Ebert-Brad
Telephone: +44 12345
E-mail: ALEXANDRAEBERTBRADING@TFL.GOV.UK
NUTS: UK
Internet address(es)
Main address: https://tfl.gov.uk
Address of the buyer profile: https://tfl.gov.uk
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
Other: Transport
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre
Reference number: DN306028
II.1.2) Main CPV code
73110000
II.1.3) Type of contract
Services
II.1.4) Short description
TfL is awarding a contract for:
Customer Satisfaction Surveys.
— To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered byrecent interactions with the contact centre across telephony and correspondence channels.
Mystery Shopper Surveys.
— To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels.
Reporting for both Mystery Shopper and Customer Satisfaction.
— To measure staff against quality performance criteria and the behaviours shown,
— To assess performance throughout the period and year and provide concise and actionable feedback onwhether our customer standards are bring met.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
620 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
TfL is awarding a contract for:
Customer Satisfaction Surveys.
— To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered by recent interactions with the contact centre across telephony and correspondence channels.
Mystery Shopper Surveys.
— To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels.
Reporting for both Mystery Shopper and Customer Satisfaction.
— To measure staff against quality performance criteria and the behaviours shown,
— To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.
II.2.5) Award criteria
Quality criterion: Technical
/ Weighting: 35
Cost criterion: Commerical
/ Weighting: 65
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
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about 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 211-438359
Section V: Award of contract
Contract No: TfL 93781 Market Research
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
07/02/2018
V.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
BPA Corporate Facilitation Limited
2776406
Milford House, Pynes Hill
Exeter
EX2 5AZ
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:
: 620 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Transport for London
London
UK
VI.5) Date of dispatch of this notice
16/02/2018