Tender

Customer Satisfaction Measurement Programme

WMCOE - MIDLAND HEART

This public procurement record has 1 release in its history.

Tender

23 Jan 2018 at 10:23

Tender Notice
Summary of the contracting process

The procurement process is being conducted by WMCOE - Midland Heart for the "Customer Satisfaction Measurement Programme," aimed at gathering essential customer feedback on core services. This initiative falls under the research and development services category and is located in the West Midlands, United Kingdom. The procurement method is selective, using a restricted procedure, and is currently in the tender stage, with submissions due by 26th February 2018. The contract is valued at £520,000 and spans a period of two years, starting from 1st September 2018, with the possibility of a further two-year extension, contingent upon satisfactory supplier performance.

This tender offers significant opportunities for businesses specialised in research, consultancy, and customer feedback services. Organisations that excel in data collection methodologies, such as telephone interviews, SMS, and email surveys, will be particularly well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are welcomed to participate, making it an attractive opportunity for businesses looking to grow in the public sector service provision landscape.

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Notice Information

Notice Title

Customer Satisfaction Measurement Programme

Notice Description

The objective of Midland Heart's customer satisfaction measurement programme is to gather critical customer satisfaction feedback data on a monthly basis from customers who have had recent experiences of core services. Please note, this is very much a transaction/service driven programme as opposed to a Star style programme. The feedback data collected is integral in shaping services for the future and ensuring Midland Heart is continually striving to increase customer satisfaction levels. Due to the current economic climate, where funds are limited, there is a much greater emphasis within Midland Heart to collect reliable and robust customer satisfaction data in order to measure the performance of services, and contractors, across Midland heart. A telephone interview methodology will be adopted in order to gather feedback from customers covering a range of key service areas. It must be noted, although a telephone approach will make up the majority of the programme, Midland Heart are also keen to explore alternative feedback approaches, including SMS and e-mail. In total, approximately 1 600 telephone interviews will be conducted per month, subject to sufficient number of customer contacts being available. 12 service areas contribute to the wider customer satisfaction measurement programme. The contract period is for 2 years with the option to extend for a further 2 years in annual increments (1 year + 1year), subject to satisfactory performance being met by the supplier. More information is available in the draft ITT documents provided in the project attachments section on Bravosolution.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-20829085-575a-4b16-8def-90be882398db
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9e64a4d4-d526-4a53-a139-b92d6fd1ad45
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73000000 - Research and development services and related consultancy services

Notice Value(s)

Tender Value
£520,000 £500K-£1M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
23 Jan 20188 years ago
Submission Deadline
26 Feb 2018Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Aug 2018 - 31 Aug 2020 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
WMCOE - MIDLAND HEART
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B15 1LZ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
TLG West Midlands (England)
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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