Voice of the Customer

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    "date": "2018-01-25T00:00:00Z",
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            "id": "org-29",
            "name": "The Wheatley Housing Group Limited",
            "identifier": {
                "legalName": "The Wheatley Housing Group Limited"
            },
            "address": {
                "streetAddress": "25 Cochrane Street",
                "locality": "Glasgow",
                "region": "UKM82",
                "postalCode": "G1 1HL"
            },
            "contactPoint": {
                "email": "ian.brown@wheatley-group.com",
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                        "description": "Housing and community amenities",
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                "url": "http://www.wheatley-group.com"
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        "title": "Voice of the Customer",
        "description": "The Wheatley Group is seeking a solution that can be applied to digital interactions with our customers and staff. Any questions / feedback invitations should be appropriately branded to fit seamlessly into our existing Subsidiaries' customer facing digital platforms, so that it seems to be part of that existing platform. Wheatley currently has websites for the Group website, nine subsidiaries and a staff intranet. The solution must be able to use sentiment analysis on customers / staff \"Own words feedback\" to pick out trends, establish customer and staff mood and populate regular dashboards that provide business areas within Wheatley with useful and timely information on their customers / staff.",
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                "relatedLot": "1"
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        "value": {
            "amount": 70000,
            "currency": "GBP"
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        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure",
        "mainProcurementCategory": "services",
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        "submissionMethodDetails": "https://www.publiccontractsscotland.gov.uk/",
        "tenderPeriod": {
            "endDate": "2018-03-02T12:00:00Z"
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        "awardPeriod": {
            "startDate": "2018-03-02T12:30:00Z"
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                "documentType": "contractNotice",
                "title": "Voice of the Customer",
                "description": "The Wheatley Group is seeking a solution that can be applied to digital interactions with our customers and staff. Any questions / feedback invitations should be appropriately branded to fit seamlessly into our existing Subsidiaries' customer facing digital platforms, so that it seems to be part of that existing platform. Wheatley currently has websites for the Group website, nine subsidiaries and a staff intranet. The solution must be able to use sentiment analysis on customers / staff \"Own words feedback\" to pick out trends, establish customer and staff mood and populate regular dashboards that provide business areas within Wheatley with useful and timely information on their customers / staff.",
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                "title": "310118 Project Timescales",
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                "description": "Wheatley Group are seeking to procure a system that could easily gather feedback and suggestions for improvement from our customers and provide useful analysis / ability to analyse data on feedback that the Group could use to determine customer mood and trends. This will enable a standard method of collecting feedback for the whole Group through additional channels with the aim of being able to act upon the feedback and potentially reduce complaints and improve customer satisfaction. The solution must be able to use sentiment analysis on customers / staff \"Own words feedback\" to pick out trends, establish customer and staff mood and populate regular dashboards that provide business areas within Wheatley with useful and timely information on their customers / staff. Any MI / Reporting provided should be: as close to real time as possible, flag issues with particular services, or in particular geographic areas, use infographics to present trends and aggregated data, whilst enabling staff to drill down to individual comments. It should also be possible for a Wheatley administrator to set up / configure reports. Any solution must be fully GDPR compliant. Wheatley is looking to adopt a default position that any feedback provided by customers will be anonymous. Feedback provided on Wheatley websites will be anonymous anyway, but we will make a positive decision not to gather any personal data on feedback provided via Wheatley systems. The two exceptions to this rule are where customers: 1. agree to have their data used to improve Wheatley services 2. request Wheatley contact them regarding their feedback and they provide contact details for this Any contact details and individual feedback data given by customer / staff must be held only for 90 days within the system (to allow analysis) and then destroyed. It is anticipated that most feedback will take the form of a question with a rating score / emoji, followed by a 'why?' style question, seeking feedback in the customer's own words. However, we would also want the option to use alternative survey question formats, whilst still applying the same analysis techniques, as we wish to route all digital feedback through the Feedback database. There should be no device based restrictions and it will be a 'Mobile first' design.",
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        "bidOpening": {
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            "description": "Ian Brown and Janice Russell. sealed electronic bids"
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            "performanceTerms": "Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation"
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                    "description": "Bidders must have a minimum of 2 times the annual value of the contract Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation",
                    "minimum": "Bidders must have a minimum of 2 times the annual value of the contract Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation"
                },
                {
                    "type": "technical",
                    "description": "Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation",
                    "minimum": "Sentiment Analysis is required as a mandatory. Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation."
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    "description": "Bidders must ensure ALL selection criteria as detailed in the relevant Attachments has been read, understood and can be met in order to answer the Global Question Section E of the ESPD documentation NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=523511. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (SC Ref:523511) Download the ESPD document here: http://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=523511",
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