--- title: "Mystery Visit Programme" ocid: "ocds-r6ebe6-0000468439" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000468439" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000468439.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000468439.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "HISTORIC ENVIRONMENT SCOTLAND" published: "2016-11-22" --- # Mystery Visit Programme Buyer: HISTORIC ENVIRONMENT SCOTLAND Current stage: Award OCID: ocds-r6ebe6-0000468439 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000468439) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000468439.json) ## Summary The procurement process pertains to the "Mystery Visit Programme" managed by Historic Environment Scotland (HES), located in Edinburgh. The procurement is classified under the services category and was initiated as a limited tender procedure, following an award without prior competition. HES currently operates a contract with Gfk NOP Ltd, which is set to expire on 10th February 2017, though the organisation plans to extend this arrangement until 31st December 2017 while conducting further research to inform new service requirements. This procurement was originally publicised as part of the planning stage of the contract. This tender presents significant opportunities for businesses in the tourism and heritage sectors, particularly those that specialise in visitor services and quality assurance assessments. Companies that can conduct mystery visits, audits, and evaluations to enhance visitor experiences at various sites across Scotland would be especially well-suited to compete. As HES seeks to improve service delivery through innovative methods, businesses that can demonstrate expertise in service enhancement and customer experience are likely to find favourable conditions for participation. ## Notice HES currently has a Mystery Visit Programme contract in place with Gfk NOP Ltd. The contract is due to expire on the 10th February 2017 after we took up the option to extend by a further year in 2016. HES would like to review how this service can be provided by using a number of different methods. In order to scope out the future requirements HES will need to undertake research and consultations, therefore the new services will not be in place until after 31st December 2017. ### Lot Information Lot 1 The aim of the Mystery Visit Programme is to monitor and improve quality services and highlight issues that require improvement throughout the various sites in Scotland, to enhance the visitor's experience. A minimum number of mystery visits is required each year throughout Scotland. This information is used to share learning and help identify needs and areas of improvement and development. In addition to this a number of visits will be required to assess our events along with a number of telephone audits to our Visitor Services teams each year. ### Procurement Information HES currently has a Mystery Visit Programme with Gfk NOP Ltd. The contract is due to expire on the 10th February 2017, after we took up the option to extend by a further 12 months in 2016. The Commercial Director and his team would like to review this whole service and how it is provided. In order to do this further research and consultation will need to be undertaken to scope out the most appropriate solution for HES. In order to achieve this review, HES are proposing to extend the Mystery Visits Programme with Gfk NOP Ltd until 31st December 2017. During the period between now and the end of the extended period, HES will commence a project to review how these services will be provided and will implement a new approach to commence 1st January 2018. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV264824 | | Notice type | OJEU - F3 - Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Limited | | Procurement method details | Award procedure without prior publication of a call for competition | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 22 Nov 2016 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 22 Nov 2016 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Cancelled | | Lots status | Cancelled | | Awards status | Unsuccessful | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HISTORIC ENVIRONMENT SCOTLAND | | Locality | EDINBURGH | | Post town | Edinburgh | | Postcode | EH9 1SH | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM1 East Central Scotland | | ITL 3 | TLM13 City of Edinburgh | | Local authority | City of Edinburgh | | Electoral ward | Southside/Newington | | Westminster constituency | Edinburgh South | | Delivery location | TLM Scotland | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79310000 - Market research services - 79342300 - Customer services - 79342310 - Customer survey services - 79342311 - Customer satisfaction survey ## Release History - 22 Nov 2016 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV264824 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV264824 Mystery Visit Programme - HES currently has a Mystery Visit Programme contract in place with Gfk NOP Ltd. The contract is due to expire on the 10th February 2017 after we took up the option to extend by a further year in 2016. HES would like to review how this service can be provided by using a number of different methods. In order to scope out the future requirements HES will need to undertake research and consultations, therefore the new services will not be in place until after 31st December 2017. ## Notice URLs - http:// - http://historicenvironment.scot - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000468439 ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000468439. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000468439.json.