--- title: "Mystery Visit Programme" ocid: "ocds-r6ebe6-0000471370" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000471370" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000471370.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000471370.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "HISTORIC ENVIRONMENT SCOTLAND" published: "2016-11-16" --- # Mystery Visit Programme Buyer: HISTORIC ENVIRONMENT SCOTLAND Current stage: Award OCID: ocds-r6ebe6-0000471370 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000471370) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000471370.json) ## Summary The procurement process, initiated by Historic Environment Scotland, revolves around the "Mystery Visit Programme." This contract aims to ensure the quality of services across various sites in Scotland and is classified under the built heritage, collections, and tourism industry. The current tender stage is complete, with the contract originally awarded on 10th November 2016. The new services resulting from this review will be implemented after 31st December 2017, following thorough consultation and research conducted throughout 2016 and into 2017. This tender presents a significant opportunity for businesses specialising in service evaluation, visitor experiences, or consultancy within the tourism and heritage sectors. Firms that can provide innovative methodologies for monitoring service quality or enhancing visitor interactions would be well-suited to compete. As the existing Mystery Visit Programme is set to transition, businesses that demonstrate an understanding of the cultural heritage environment and possess expertise in visitor service evaluation will be in a strong position to benefit from this forthcoming opportunity. ## 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=NOV264156 | | 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 | 16 Nov 2016 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 10 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 | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## 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 ## Release History - 16 Nov 2016 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV264156 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV264156 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-r6ebe6-0000471370 ## 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-r6ebe6-0000471370. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000471370.json.