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SS16052 - Customer Feedback System.

Contract notice

Supplies

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Kent County Council
County Hall
For the attention of: Mr Paul Richardson
ME14 1XQ Maidstone
United Kingdom
Telephone: +44 1622694785
E-mail:

Internet address(es):

General address of the contracting authority: http://www.kentbusinessportal.org.uk

Electronic access to information: http://www.kentbusinessportal.org.uk

Electronic submission of tenders and requests to participate: http://www.kentbusinessportal.org.uk

Further information can be obtained from: Kent County Council
County Hall
For the attention of: Mr Paul Richardson
ME14 1XQ Maidstone
United Kingdom
Telephone: +44 1622694785
E-mail:

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Kent County Council
County Hall
For the attention of: Mr Paul Richardson
ME14 1XQ Maidstone
United Kingdom
Telephone: +44 1622694785
E-mail:

Tenders or requests to participate must be sent to: Kent County Council
County Hall
For the attention of: Mr Paul Richardson
ME14 1XQ Maidstone
United Kingdom
Telephone: +44 1622694785
E-mail:

I.2)Type of the contracting authority
Regional or local authority
I.3)Main activity
General public services
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
SS16052 - Customer Feedback System.
II.1.2)Type of contract and location of works, place of delivery or of performance
Supplies
A combination of these

NUTS code UKJ4

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Kent County Council (KCC) is re-issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) and re-addressing the financial modelling, relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems. KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need. The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public. This includes; Complaints, Compliments and Comments Local Ombudsman Complaints (LGO) Freedom of Information Requests Environmental Information Regulations Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints. The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us. The Tender will close on the 14.11.2016 @ 10:00. References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a ‘Request for Information’. failure to have the information returned in the specified timescale may cause disqualification from the process. All documentation, that is requested must be returned with the ITT response. No clarifications will be allowed after 31.10.2016. The KBP can by located at: https://www.kentbusinessportal.org. uk Any enquires after registration on the Kent Business Portal should be via the ‘Discussions’ facility. A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP.

this contact may be accessed by any Public council within Kent plus the following organisations:
 The Central Buying Consortium
 Eastern Shires Purchasing Organisation
 North Eastern Purchasing Organisation
 Yorkshire Purchasing Organisation
 Improvement and Efficiency South East
 South West Centre of Excellence
 Capital Ambition (London Assembly)
 and all local authorities (e.g. Police, Fire and Rescue and Ambulance Services. National Health Service Trusts and Third Sector Organisations, located within these regions and stated on a named directory.
II.1.6)Common procurement vocabulary (CPV)

48000000, 48219300, 48445000

II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots
II.1.9)Information about variants
Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Kent County Council (KCC) is re-issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) and re-addressing the financial modelling, relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems. KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need. The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public. This includes; Complaints, Compliments and Comments Local Ombudsman Complaints (LGO) Freedom of Information Requests Environmental Information Regulations Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints. The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us.

The Contract will comprise of a 3 year period with the option to extend on a 1+1 year basis. Each extension will be subject to a review and notification via a formal variation to contract. As mentioned in the description the contract will be accessible to other organisations.
 The evaluation with comprise of a total 1 000 points, (350 point as allocated to Quality related questions, 650 points to Price related Questions. The price evaluation will be in two stages, 300 points related to the total price and 350 points to the financial model of Capital / Revenue). This evaluation is detailed further in the Tender documentation.
II.2.2)Information about options
Options: no
II.2.3)Information about renewals
This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
A Parent Company Guarantee or other method of financial security may be required.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Payment and credit will be noted in the ITT.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
The performance of the contract is subject to particular conditions: yes
Description of particular conditions: Description of particular conditions are noted in the Terms and Conditions, attached to the Tender documentation and referenced in the ITT.
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
III.2.3)Technical capacity
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service
Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure
Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
SS16052
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2016/S 060-100974 of 25.3.2016

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Time limit for receipt of requests for documents or for accessing documents: 14.11.2016 - 10:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
14.11.2016 - 10:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders
Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
All Tender returns must be made electronically via the Kent Business Portal by the Time and Date mentioned in this notice. Tenders submitted via an alternative medium, will be discounted and not evaluated, as part of the Tender process, resulting in disqualification.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained
VI.5)Date of dispatch of this notice:
14.10.2016