---
title: "Voice of the Customer"
ocid: "ocds-r6ebe6-0000523511"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000523511"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000523511.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000523511.json"
source: "Public Contracts Scotland"
current_stage: "Tender"
buyer: "THE WHEATLEY HOUSING GROUP LIMITED"
published: "2018-01-25"
---

# Voice of the Customer

Buyer: THE WHEATLEY HOUSING GROUP LIMITED  
Current stage: Tender  
OCID: ocds-r6ebe6-0000523511

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000523511)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000523511.json)

## Summary

The Wheatley Housing Group Limited is currently conducting a tender process for the project titled "Voice of the Customer," which focuses on enhancing digital interactions with customers and staff in the housing and community amenities sector. Located in Glasgow, UK, this procurement process is at the tender stage, with a deadline for bid submissions set for 2nd March 2018. The total contract value is £70,000, and the procurement method being employed is an open procedure, allowing for electronic submissions. Bids will be opened on the same day as the deadline at the Wheatley Offices.

This tender presents valuable opportunities for businesses specialising in digital feedback systems, sentiment analysis, and customer engagement solutions. Companies that can provide innovative platforms capable of integrating with existing digital infrastructures and generating insightful analytics on customer sentiments will be particularly well-suited to compete. Given the emphasis on GDPR compliance and real-time feedback mechanisms, businesses with experience in these areas are likely to have an advantage in securing this contract.

## Notice

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.

### Lot Information

Lot 1

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.

Renewal: 12 months plus 12 months

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN307761 |
| Notice type | PCS Notice - Website Contract Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jan 2018 |
| Submission deadline | 2 Mar 2018 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £70,000 |
| Lots value | £70,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE WHEATLEY HOUSING GROUP LIMITED |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G1 1HL |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow East |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48100000 - Industry specific software package

## Release History

- 25 Jan 2018 at 00:00 - Tender - PCS Notice - Website Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN307761

## Documents

- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JAN307761&idx=4
  31st January 2018 - 310118 Project Timescales
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JAN307761&idx=1
  25th January 2018 - Read Me First - ITT
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JAN307761&idx=2
  25th January 2018 - Read Me Second - BRD
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JAN307761&idx=3
  25th January 2018 - ESPD to be completed
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN307761
  Voice of the Customer - 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.

## Notice URLs

- http://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=523511
- http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=523511
- http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx
- http://www.wheatley-group.com
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000523511
- https://www.publiccontractsscotland.gov.uk/

## 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-r6ebe6-0000523511. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000523511.json.