Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
London Luton Airport Operations Ltd
London Luton Airport, Navigation House, Airport way
Luton
LU3 9LY
UK
Contact person: Terry Gittins
Telephone: +44 1582405100
E-mail: terry.gittins@ltn.aero
NUTS: UKH21
Internet address(es)
Main address: http://www.in-tend.co.uk/
Address of the buyer profile: http://www.london-luton.co.uk
I.4) Type of the contracting authority
Other: Utility Airport
I.5) Main activity
Other: 10
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
L18121A-T-TG to Develop a Holistic Continuous Improvement Customer Experience Strategy also Implemention and Support
Reference number: L18121A-T-TG
II.1.2) Main CPV code
79342300
II.1.3) Type of contract
Services
II.1.4) Short description
Lot 1: to develop a holistic continuous improvement customer experience strategy. This will have customers at the heart of our service, improving the customer journey and making LLA the airport of choice. The timeframe we would like to work with you on this is 6 to 10 weeks.
Lot 2: an implementation plan to deliver the introduction and support, of the strategy. Improving the customer journey with customers at the heart of our service and making LLA the airport of choice. The timeframe for this may vary from 3 months to 12 months depending on tender bids, which must be comprehensive in achieving our outcome.
Note: you may bid for one or both lots.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Value excluding VAT:
500 000.00
GBP
II.2) Description
Lot No: 1
II.2.1) Title
Lot 1: To Develop a Holistic Continuous Improvement Customer Experience Strategy
II.2.2) Additional CPV code(s)
79413000
79413000
79413000
79413000
79413000
79413000
79413000
II.2.3) Place of performance
NUTS code:
UKH21
Main site or place of performance:
London Luton Airport.
II.2.4) Description of the procurement
To develop a holistic continuous improvement customer experience strategy. This will have customers at the heart of our service, improving the customer journey and making LLA the airport of choice. The timeframe we would like to work with you on this is 6 to 10 weeks.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 40
Price
/ Weighting:
60
II.2.11) Information about options
Options:
Yes
Description of options:
One or both lots may be awarded from this tender to a supplier and bidders should price accordingly. Each lot will be scored and awarded on its own merit, as well as an option of the combination of both lots. LLA will pick the option that best suits its needs budget
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
Yes
II.2.14) Additional information
See tender documents.
Lot No: 2
II.2.1) Title
Lot 2: An Implementation Project to Deliver the Introduction and Support of the Customer Improvement Strategy
II.2.2) Additional CPV code(s)
79342300
79342300
79342300
79342300
79342300
II.2.3) Place of performance
NUTS code:
UKH21
Main site or place of performance:
London Luton Airport.
II.2.4) Description of the procurement
Lot 2: an implementation project to deliver the introduction and support of the strategy. Improving the customer journey with customers at the heart of our service and making LLA the airport of choice. The timeframe for this may vary from 3 months to 12 months depending on tender bids, which must be comprehensive in achieving our outcome.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 40
Price
/ Weighting:
60
II.2.11) Information about options
Options:
Yes
Description of options:
One or both lots may be awarded from this tender to a supplier and bidders should price accordingly. Each lot will be scored and awarded on its own merit, as well as an option of the combination of both lots. LLA will pick the option that best suits its needs and or budget
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
Yes
II.2.14) Additional information
See tender documents.
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:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2019/S 024-052903
Section V: Award of contract
Lot No: Lot 2
Contract No: L18121A-T-TG
Title: To Implement and Support a Holistic Continuous Improvement Customer Experience Strategy
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
03/10/2019
V.2.2) Information about tenders
Number of tenders received: 20
Number of tenders received from SMEs: 8
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: 20
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Systra Scott Lister
1 Parkshot Richmond Surry
Richmond
TW9 2RD
UK
NUTS: UKI75
The contractor is an SME:
No
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:
: 160 133.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: Lot1
Contract No: L18121A-T-TG
Title: L18121A-T-TG To Develop a Holistic Continuous Improvement Customer Experience Strategy
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
03/10/2019
V.2.2) Information about tenders
Number of tenders received: 20
Number of tenders received from SMEs: 8
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: 20
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Systra Scott Lister
1 Parkshot Richmond Surry TW9 2RD
Richmond
UK
NUTS: UKI75
The contractor is an SME:
No
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:
: 161 948.25
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
The Legal Team London Luton Airport
Navigation House Airport Way
Luton
LU2 9LY
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
03/10/2019