Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Financial Services Compensation Scheme Limited
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
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://fscs.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://fscs.bravosolution.co.uk
Tenders or requests to participate must be sent to the abovementioned address
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.1.5) Estimated total value
Value excluding VAT:
3 000 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
Yes
Tenders may be submitted for all lots
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
We're looking for up to 5 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 is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
400 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: No
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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
We're looking for up to 5 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 is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
1 600 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: No
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
Yes
Description of options:
The initial framework duration is 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: 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 is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
1 000 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: No
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
See Tender Documents.
III.1.2) Economic and financial standing
List and brief description of selection criteria:
See Tender Documents.
III.1.3) Technical and professional ability
List and brief description of selection criteria:
See Tender Documents.
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Restricted procedure
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement with several operators.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
21/06/2018
Local time: 12:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
09/07/2018
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.3) Additional information
FSCS intends to use an eTendering system for this process.
To express interest and access the content:
— click the ‘Express Interest’ button at the top of the page,
— to view the relevant documents please follow the steps below:
1) register your company on FSCS eTendering portal (this is only required once)
— browse to the eTendering Portal https://fscs.bravosolution.co.uk/web/login.html and click the link to register,
— enter your correct business and user details,
— note the username you chose and click “Save” when complete,
— you will shortly receive an email with your unique password (please keep this secure);
2) express an Interest and access the document for the Opportunity:
— login to the portal with the username / password,
— click the “ITTs Open To All Suppliers” link (this opportunity is open to any registered supplier),
— click on the relevant PQQ i.e. FSCS 345 Research Framework.
VI.4) Procedures for review
VI.4.1) Review body
The Royal Court of Justice
The Strand
London
UK
VI.4.2) Body responsible for mediation procedures
The Royal Court of Justice
The Strand
London
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
FSCS will observe a standstill period following the award of the contract and conduct itself of any appeals in accordance with the Public Contracts Regulations 2015.
VI.4.4) Service from which information about the review procedure may be obtained
Cabinet Office
70 Whitehall
London
UK
VI.5) Date of dispatch of this notice
21/05/2018