BBS REQUEST FOR PROPOSAL TENDER: BBS CUSTOMER SATISFACTION RESEARCH BBS-BANKING /16

Transcription

1 BBS REQUEST FOR PROPOSAL TENDER: BBS CUSTOMER SATISFACTION RESEARCH BBS-BANKING /16

2 TABLE OF CONTENTS CONTENTS PAGE COVER PAGE 1 TABLE OF CONTENTS 2 INTRODUCTION 3 SCOPE 3 CRITICAL INSTRUCTIONS 3 EVALUATION AND CRITERIA 4 TERMS AND CONDITIONS 7 APPENDICES 8 Appendix A Format of Response Appendix B Company Information Appendix C Form of Tender BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 2 of 10

3 1. INTRODUCTION Botswana Building Society began operations in 1976 as a building society in terms of the Building Societies Act. The Society has (10) ten branches across the country. BBS would like to invite reputable customer satisfaction research organisations to submit sealed tenders in a bid to carry out customer satisfaction research on its behalf. 2. SCOPE The purpose and scope of the project is to evaluate customer satisfaction level of BBS service delivery. 2.1 BBS therefore envisages that groups of BBS customers contacted should be analysed alongside the following categories: Age Gender Profession Location (City, Town, Village they live in) Types of products used Services used 2.2 Bidders are also expected to submit a detailed research instrument for the consideration of the Society. 3. CRITICAL INSTRUCTIONS Name of Tender: Proposed BBS Customer Satisfaction Research. RFP Issue Date: 31 st May 2016 Tender Closing Date: 28 th June 2016 Tender Closing Time: 1100 hours All enquiries on tender by the bidders shall be in writing, including for convenience and should be addressed to the Customer Service Manager, Botswana Building Society, P O Box 40029, Gaborone, mothapog@bbs.co.bw Marking of Response and Delivery of Response Address: Responses must be clearly marked: BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH. Only hard copy proposals submitted as 1 Original and 5 Copies must be delivered to the below address: The Administration & Security Manager Botswana Building Society Tender Committee C/O Administration & Security Department (Floor 3) Botswana Building Society Head Office P.O Box Gaborone ed or faxed responses will not be accepted. BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 3 of 10

4 3.1. Sealing, Marking and number of copies of Tenders The Tenderers shall issue the Financial and the Technical proposals sealed in separate labelled envelopes. The Tenderer shall seal the original and each copy of the tender in separate envelopes, duly marking the envelopes as ORIGINAL and COPY. The envelopes shall then be sealed in an outer envelope. In addition to the original there MUST be FIVE COPIES provided and both inner and outer envelopes shall bear the same marking and address. One further copy of the Response should be made available on electronic media (CD ROM/Flash disk) in MS Office compatible file formats. BBS may, at its discretion, extend this deadline for the submission of tenders by in which case all rights and obligations of BBS and bidders previously subject to the deadline will therefore be subject to the deadline as extended. Bulky tenders that will not fit in the tender box shall be received by the BBS. The tenderers representatives who chose to be present shall sign a tender opening register evidencing their attendance on the 28 June 2016 from 11:30 hours. 3.2 Clarification of Financial and Technical Tenders To assist in the examination, evaluation and comparison of tenders BBS may, at its discretion, ask the tenderer for a clarification of its tender. The request for clarification and the response shall be in writing, and no change in the prices or substance of the tender shall be sought, offered, or permitted. Any effort by the tenderer to influence the tender evaluation, tender comparison or contract award decisions may result in the rejection of the tenderers tender. 3.3 Costs Each of the phases (Financial and Technical Tenders) must be quoted for separately, including VAT. The following should also be quoted for: Quantitative or qualitative research to be carried out Travel and accommodation costs Disbursements 3.4 Notification of Award Prior to the expiration of the period of tender validity, the BBS will notify the successful tenderer in writing that its tender has been accepted. The notification of award will signify the formation of the contract but will have to wait until the contract is finally signed by both parties. Simultaneously other tenderers shall be notified that their tenders have not been successful. 4. EVALUATION 4.1. The Society will manage the evaluation process, using but not limited to the criteria stipulated in this RFP. The Financial Proposal will be evaluated separately soon after the evaluation of the Technical Proposal. Only short-listed Tenderers may be required to give oral presentations of their proposals within two (2) weeks notification of their short-listing, if the need arises. The Tenderers will be notified in writing that they have been short-listed and in the letter be informed of a date on which they will be expected to demonstrate and present their proposal. Should the Tenderer not avail themselves or fail to make a presentation as requested, such Tenderer may be disqualified at the sole discretion of the Society. Where appropriate, short-listed Tenderers will be required to allow the selection panel to visit contact their previous customers, if the panel should deem this necessary, prior to a final decision BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 4 of 10

5 being made. Should the Tenderer fail to make suitable arrangements for such site visits as requested, such Tenderer may be disqualified at the sole discretion of the Society. Based on the information provided at the presentation and responses to the RFP, and information gathered from previous clients, the successful Tenderer will be recommended for award of the tender. 4.2 Qualifying Criteria Responses that fail to meet any of the following criteria will not be accepted for further evaluation: The specified packaging (including different copies) must be as set out in this document; The Tenderer must meet the requirements and conditions as set out in this RFP; Submission by the Closing Date and Time. Any proposal that fails to meet the Qualifying Criteria will be considered null and void, resulting in the supplier being automatically disqualified. 4.3 Evaluation Criteria All proposals meeting the qualifying criteria above will be evaluated against a set of criteria, of which examples are shown in the table below. Overall, the supplier must be able to demonstrate: A clear understanding of the project s scope; A clear and detailed explanation of the proposed solution; A clear understanding of the business and technical issues associated with the Tender; Substantial past experience in customer satisfaction research; Qualified personnel with the relevant experience to be assigned to the project; Demonstration of an ability to deliver the project on time and within budget; Ability to show sound financial stability; A structured methodology, project management, support and quality assurance approach. The criteria listed above are not necessarily exhaustive or listed in order of priority, nor will they be accorded equal weight. They are set out to provide prospective Tenderers with a general indication of the Society priorities. In the table below is the evaluation criteria for the technical proposal, and a guide to the overall weighting points that shall be allocated to each area: BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 5 of 10

6 Technical/Functional Evaluation Criteria will be as follows: AREA CRITERIA POINTS/ WEIGHT Organisation Overview of company, 10 management, shareholding, financial position of company per latest audited financials, and availability of resources to execute the project (human capital, financial, facilities, tools, systems etc) Past relevant experience 5 related to the proposed project Skills and experience of 5 proposed project team members Total Score for Organisation 20 Services Understanding of project s 20 requirements and deliverables Total Score for Services 20 Methodology Project approach 25 methodology and strategy Quality management and 5 assurance strategy Total Score for Methodology 30 SCORE REMARKS Total Score for Technical 70 Financial Financial Evaluation 30 Total Score for Financial TOTAL Scoring Formulae The respective scores of for the technical and financial proposals shall be as follows: total score = fs + ts, where ts = technical score fs = financial score ts = actual marks x 100% 70 fs = lowest tender amount x 30% actual mark 4.5 Evaluation of Financial Proposals The Tender Committee will determine whether the Financial Proposals are complete, (i.e. whether they have pricing of all the items that correspond to the technical proposal. If not, the Evaluation Committee may disqualify the supplier. BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 6 of 10

7 The Tender will be awarded, provisionally, to the consultant who has the overall highest score subject to successful contract negotiations. If the contract negotiations fail, then the next preferred supplier may be called for contract negotiations and final selection or the tender may be withdrawn and re-issued, at the sole discretion of the Society. 4.6 Final Evaluation The Technical Evaluation (quality) will weigh for 70 points while the Financial Evaluation (price) for 30 points, and therefore the two will be on a 70/30 basis. The company with the highest score may be recommended for award of the tender or on business reasons and in the sole discretion of the Society (if it is in the best interests of the Society); a company with a lower score may be recommended for award of the tender. 5. TERMS AND CONDITIONS 5.1 Only written responses as directed above will be accepted, telephonic or oral responses will not be accepted. 5.2 The proposals must have a validity of at least three (3) months. 5.3 The company is expected to provide the following compliance documents which form part of required information for assessment: company profile, certificate of incorporation, list of directors and nationalities, list of shareholders, quantum of shares held per shareholder and nationalities of the shareholders, tax clearance certificate, professional indemnity cover, latest financial statements and professional body registration certificate, an indication whether or not the bidder is VAT registered, if VAT registered state VAT number. 5.4 Bids may be made as consortiums, joint ventures, partnerships, sub-contracts etc. however such relationships must be disclosed and all compliance documents as indicated above must be submitted for all the involved parties, as well as a copy of the partnership/consortium/joint venture etc. agreement between the said parties. 5.5 The proposal shall be considered alongside bids by other tenderers and the tender awarded to the preferred bidder after due evaluation by BBS Management. Please note that the Society shall not be impelled to award the tender to the lowest bidder. All Management decisions shall be in the best interests of the Society. 5.6 All costs of submitting the requested proposal/bid/quotation will be for the bidders account and submission of the proposal does not bring rise to any liabilities on the part of the Society and neither does this invitation to bid. 5.7 The Society may at its sole discretion for any reason and without having to specify such reason, at any stage of the tender process cancel or withdraw or suspend the tender, with liberty to re-issue or not, without any liability at all, howsoever arising, to any party. 5.8 All Sections must be completed in full. All required information should be addressed substantively. The appropriate Section number and heading must be clearly identified. Each page of the Sections must be consecutively numbered and signed by the Tenderer s Authorised representative. BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 7 of 10

8 APPENDICES APPENDIX A - FORMAT OF RESPONSE The consultants shall submit their proposals in accordance with the response format specified below. Failure to do so may result in the disqualification of the bid. The supplier s proposal shall contain the following sections and should be structured as follows (N.B. the descriptions of the section are examples of what should be included in the different section and is not exhaustive). Set 1 Section 1: Section 2: Section 3: Section 4: Section 5: TECHNICAL PROPOSAL Forms and Supporting Documents: Company Information; Copy of audited financial statements. Tax Clearance Certificate; Company Certificate of Incorporation; Names of current directors Names of Shareholders (incl. citizenship) and percentage shareholding per shareholder Trading Licences (if applicable). Executive Summary This section should include: Introduction Approach and Methodology Summary; Solution Summary; Project Timeframe Proposed Advisory Services This section should include: Scope, Approach and Methodology; Benefits of Proposed Advisory Services; Constraints, Assumptions and Dependencies Project Management Plan This section should include: Project Structure; Project Reporting; Project Monitoring and Control; Risk Management; Project Plan; Quality Management Approach. Credentials and Expertise: This section should include: Company profile; Credentials (experience) on similar engagements (including description and references of the mentioned credentials); Summary Curriculum Vitae of personnel with relevant experience (who are going to be assigned to the project); Set 2 Section 1: FINANCIAL PROPOSAL This section should include: Form of Response (refer to sample); Summary pricing; Detailed pricing; Payment schedule; and Terms of payment. BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 8 of 10

9 APPENDIX B - COMPANY INFORMATION Company Name: Company Registration Number: Country of Registration: Physical Address: Postal Address: Telephone Number: Fax Number: Contact Address in Botswana (if any): Directors full names and nationalities Designated Authorised Representative for this Project: Name: Position: Tel: Fax: Company Referees: Signature of Authorised Representative: 3. BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 9 of 10

10 APPENDIX C - FORM OF TENDER BOTSWANA BUILDING SOCIETY BBS REQUEST FOR PROPOSAL & CLOSED INFORMAL TENDER: BBS CUSTOMER SATISFACTION RESEARCH BBS-BANKING /2016 The Customer Service Manager Botswana Building Society PO Box BBS Head Office 4 th Floor, BBS House Broadhurst Mall Gaborone Having examined the RFP for: We the undersigned offer to execute and complete the above mentioned and remedy any defects therein in conformity with this RFP For the sum of (In words) (In figures) P Or such other sums as shall be ascertained in accordance with the said conditions. We agree to abide by this tender for the period of ninety days from the date fixed for receiving the same and it shall remain binding upon us and shall be accepted at any time before the expiration of that period, or such other extended period that shall be agreed between the Society and ourselves. We undertake, if our tender is accepted, to execute the project within weeks after receipt of letter of acceptance and to complete the project within the stated contract period. We understand that the Society is not bound to accept the lowest or any Tender it shall receive and that they will not defray any expenses incurred by us in tendering. Dated this day of 2016 Signature in the capacity of (NAME OF SIGNATORY PRINTED) Duly authorised to sign for and on behalf of (Name and Address of Company): BBS-BANKING /16 FOR PROPOSED CUSTOMER SATISFACTION RESEARCH Page 10 of 10