Provision of a Customer Satisfaction Tool Ref: BS/14/C/0192 Page 1 of 12
Table of Contents 1. Introduction... 3 1.1 Background... 3 1.2 Structure of this Document... 3 1.3 Confidentiality... 3 1.4 Use of this Document... 4 1.5 Cost... 4 1.6 Changes to Tenders... 4 1.7 Note on Freedom of Information (Scotland) Act 2002... 4 1.8 Disclaimer... 5 1.9 References... 5 2. Instructions... 5 2.1 Submission... 5 2.2 Variant Submissions... 6 2.3 Questions... 6 2.4 Note on Consortia & Sub-contracting... 6 2.5 Validity & Acceptance... 7 2.6 Notification... 7 2.7 Award of Contract/Conditions of Contract... 7 2.8 Timetable... 7 2.9 Prices... 8 2.10 Insurance... 8 2.11 Tender Checklist... 8 3. Evaluation... 10 3.1 Selection Criteria... 10 3.2 Site Visit... 10 4. Specification... 11 4.1 Technical Requirements... 11 4.2 Contract Period... 11 4.3 Contract Management and Management Information Requirements... 11 4.4 Service Methodology... 12 4.5 Approach to Innovation and Strategic Partnerships... 12 4.6 Customer Satisfaction and Potential Performance Management Tool Requirements... 4.7 Policies... 12 4.8 How We Do Business... 12 Page 2 of 12
1. Introduction This (ITT) has been prepared to provide certain information related to Scottish Water Business Stream Limited s (Business Stream) competition to select a service provider(s) to enter into a contract for the provision of a customer satisfaction tool. This should also include additional benefits / innovations that may improve how we manage customer satisfaction. 1.1 Background Scotland s leading non-domestic water services company, Business Stream provides water and waste water services to businesses across the country. Business Stream also has a licence to provide water services in England and Wales. Since the opening of Scotland s business water market to competition in 2008, Business Stream has established itself as an innovative and customer-focused organisation. Business Stream is working to extend this innovation to benefit our customer satisfaction by improving their overall experience. The Water Industry Commission for Scotland (WICS) is the water industry regulatory body whose remit includes the facilitation of competition and the encouragement in developing new commercial markets within the water industry. In April 2008 the Scottish water and waste water market for all non-household customers was opened up to competition The Central Market Agency Limited (CMA) administers the market for water and waste water retail services in Scotland. The CMA is at the hub of the new competitive arrangements, operating the computer systems that run the market. The CMA keeps a record of supplier activities in the market, including recording which suppliers are responsible for the services at each connection point. Further information on the CMA can be found at CMA Scotland - About the Scottish Water Industry. Ofwat (The Water Services Regulation Authority) is the economic regulator of the water and sewerage sectors in England and Wales. OFwat make sure that all water and waste water companies provide household and business consumers with a good quality service and value for money. As a licensed provider to non-domestic customers, Business Stream would like to offer their customers a more streamlined and efficient service through the development and implementation of a robust customer satisfaction tool. 1.2 Structure of this Document This document is divided into four sections. This section contains important notices regulating the issue of this. Section Two sets out the instructions and timetable for submitting a Tender. Section Three describes how Tenders will be evaluated. Section Four specifies the service and contract requirements, and also includes essential schedules to be completed and returned with every Tender. 1.3 Confidentiality The content of this ITT is confidential and is not to be distributed, copied or shared. This includes the specification and technical requirements in Section Four. Page 3 of 12
1.4 Use of this Document This ITT is being made available on the terms set out here. This ITT is not being distributed to the public nor has it been filed, registered or approved in any jurisdiction. Its possession or use in any manner contrary to any applicable law is expressly prohibited. You shall inform yourself concerning, and shall observe any applicable legal requirements. This ITT is a summary of available information and no reliance shall be placed on any information or statements contained herein, and no representation or warranty, expressed or implied, is or will be made in relation to such information. No liability is or will be accepted by Business Stream, its advisers, consultants, suppliers, servants and/or agents in relation to the accuracy, adequacy or completeness of such information or statements. Business Stream reserves the right to amend this ITT and any information contained herein at any time by notice and in writing. The information does not purport to be comprehensive or to have been independently verified. Nothing in this ITT shall be construed as legal, financial or tax advice. 1.5 Cost Business Stream will not reimburse any costs incurred in connection with the preparation and submission of responses to this. 1.6 Changes to Tenders Business Stream expects to short-list potential service providers on the basis of Tenders submitted, and subject to the provisions of this ITT. You shall not, therefore, assume that you will have the opportunity to revise your Tender following submission. However, Business Stream reserves the right to change the basis of or the procedures relating to the tender process (including the timetable), to reject any, or all, or any part of the Tenders, not to invite a Tenderer to proceed further, not to furnish a Tenderer with additional information nor otherwise to negotiate with a Tenderer at any time. Unless expressly stated by the Procurement Manager, no person has been authorised by Business Stream to give any information nor to make any representation not contained in this ITT and, if given or made, any such information or representation shall not be relied upon as having been so authorised. 1.7 Note on Freedom of Information (Scotland) Act 2002 All information submitted to Business Stream may need to be disclosed in compliance with the Freedom of Information (Scotland) Act 2002. If you consider that any of the information included in your submission is commercially confidential, please identify it and explain in broad terms what harm might result from disclosure. Please note, however, that even where you have identified material as commercially sensitive, Business Stream may disclose this information where they see fit, and that the decision of Business Stream in the interpretation of the Freedom of Information (Scotland) Act 2002 will be final and conclusive. Page 4 of 12
1.8 Disclaimer Nothing contained in this ITT is or shall be relied on as a promise or representation as to future events. No representation or warranty is made that any estimate contained in this ITT will be achieved. Any summaries or descriptions of documents or contractual arrangements contained in this ITT cannot be and are not intended to be comprehensive, nor any substitute for the underlying documentation. No representation, warranty or undertaking of any kind, express or implied, is made, or responsibility or liability of any kind accepted by Business Stream, its respective advisers, consultants, suppliers, servants and/or agents with respect to the completeness or accuracy of this. Business Stream, its respective advisers, consultants, suppliers, servants and/or agents do not accept any responsibility for the legality, validity, effectiveness, adequacy or enforceability of any documentation executed, or which may be executed, in relation to this process. No legal or other obligation shall arise between the Tenderer and Business Stream unless and until an agreement is entered into and formally executed in writing by Business Stream and the successful Tenderer(s). Business Stream shall not be obliged to appoint any of the Tenderers to undertake the contract and Business Stream reserves the right not to proceed with the award process and to withdraw from the negotiations, or any part thereof, at any time. 1.9 References In this notice, references to this ITT include all information contained in it, in the Invitation to Tender documents and in the appendices and any other information (whether written, oral or in machine-readable form) or opinions made available during the tender period by or on behalf of Business Stream, their respective advisers, consultants, suppliers, servants and/or agents in connection with this ITT including, without limitation, the information made available through the query procedure. Scots Law is applicable to this ITT. The Scottish courts shall have exclusive jurisdiction in relation to any disputes arising from this ITT. Your acceptance of delivery of this ITT constitutes your agreement to, and acceptance of, the terms set out in this Introduction. 2. Instructions 2.1 Submission Please submit your completed tender no later than 5pm Wednesday 30 th July. Your document should be no longer than 15 single-sided A4 pages in 10-point type, not including Appendices. Two hard copies should be delivered to: Sharron Gardiner, Procurement Manager Business Stream 7 Lochside View Edinburgh EH12 9DH Page 5 of 12
You must also send your tender as a PDF by email to procurement@businessstream.co.uk by the same deadline. Please ensure that you include scans of all supporting documents, for example, accounts, certificates, statements or policies. All responses should be in English. If no tender is to be submitted please provide written notice of this fact no later than the tender return date and time to procurement@business-stream.co.uk 2.2 Variant Submissions THE MANDATORY COMPLIANT TENDER MUST BE SUBMITTED IN ORDER FOR A VARIANT TENDER TO BE CONSIDERED BY BUSINESS STREAM. To encourage innovative proposals, Business Stream wishes to 1) give the opportunity to submit*/ 2) invite* a Variant Tender submission(s) additional to the mandatory Tender and specifying clearly all the details of the Variant Tender(s) including price. Business Stream reserves the right to not to consider a Variant Tender if:- the Tenderer submits a Variant Tender, which is not accompanied by a mandatory Tender, or the Tenderer submits a variant tender, which is accompanied by a mandatory Tender that is subsequently rejected by Business Stream because of non-compliance with the ITT 2.3 Questions If you have any questions about this please contact: Sharron Gardiner, Procurement procurement@business-stream.co.uk Tender clarification questions will only be accepted up to 12 noon on Wednesday 23 rd July 2014 All responses to tender clarification questions will be sent out by email to all tenderers. Any information, interpretation or advice given by Business Stream in response to questions from Tenderers, or any modification agreed by Business Stream, will be distributed to all Tenderers without revealing the identity of the enquirer. 2.4 Note on Consortia & Sub-contracting If you are submitting a bid as a consortium, please note that only one tender should be submitted. This should specify the lead organisation and details of all organisations in the consortium, and the scope of activities to be delivered by each organisation. Where you intend to employ a sub-contractor, you must state so clearly in your Tender and provide details, including the sub-contractors names and addresses and the part of the tender that they will carry out. Please use the Schedule of Sub-contractors at Appendix B for this. You must also explain how sub-contractors will be managed to deliver the same level of performance and continuous improvement that Business Stream will expect of you. Page 6 of 12
2.5 Validity & Acceptance All Tenders must remain open for acceptance for a period of one hundred and twenty (120) days from the tender closing date. Business Stream is not bound to accept the lowest or any tender, and reserves the right to accept any tender in whole or in part. 2.6 Notification Business Stream intends that you will be notified of the outcome of this tender process in writing by 29 th August 2014. 2.7 Award of Contract/Conditions of Contract A contract will be awarded on behalf of Business Stream by issue of a Letter of Acceptance and/or a formal agreement. In the event of your being awarded a contract as a result of this tender process, the information provided in your tender, and any attachments thereto, will form part of the contract. If during the tender period Business Stream corresponds with you, in order to clarify or alter part of the tender documents, then this correspondence shall form part of any resulting contract and you shall be deemed to have taken account of them in your submission. You shall promptly acknowledge in writing, any such correspondence that you receive from Business Stream. Any resulting contracts will be governed solely by the terms and conditions of Business Stream s Master Services Agreement (copy attached). [Where the contract will require the successful tenderer(s) to access Business Stream s IT systems and/or to process personal data on our behalf, the following will be included as appropriate in the ITT] [This contract will require you to access Business Stream IT systems. In order to do this, you must fully accept and comply with the provisions of Business Stream s IT Security Policy (copy attached). This contract will require you to process personal data of Business Stream customers on our behalf. In order to do this, you must fully comply with the provisions of Business Stream s Data Protection Policy (copy attached)] 2.8 Timetable Tender Milestones Issue of to qualified potential providers Timetable 16 July 2014 Deadline for submitting queries 23 July 2014 Deadline for submitting Tenders 30 July 2014 Evaluation of Tenders completed 13 August 2014 Page 7 of 12
Identification of preferred bidder and discovery stage Notification of unsuccessful Tenderers 19 August 2014 Week commencing 18 August 2014 Contract Award 25 August 2014 2.9 Prices All prices shall be fixed and firm for the Contract Period. All prices quoted shall be in Pounds Sterling and must be strictly net prices and exclusive of Value Added Tax. You shall be deemed to have satisfied yourself that your tender includes allowances for all matters in respect of safety, health and welfare and the conditions of employment for personnel and all other matters relating to the satisfactory execution of any resulting contract. Business Stream accepts no responsibility for any estimate or assumption made in the preparation and submission of your Tender. 2.10 Insurance You must provide with your tender, one copy of each of the following insurance policies: Employers Liability Insurance, Public Liability Insurance and Professional Indemnity Insurance. 2.11 Tender Checklist Please use this checklist to ensure that you have satisfied all of Business Stream s requirements for this tender process: Insurance policies Detail of consortium (if applicable) Details of Accreditation Samples of management and performance information report Samples of account management plan One-page CVs of key personnel Service methodology Approach to innovation Evidence of robust change management and scalability Details about health and safety policies Page 8 of 12
Information about data security measures Details about business continuity and disaster recovery policy Information about corporate responsibility Appendix 1: Form of Tender Appendix 2: Schedule of sub-contractors (if applicable) Appendix 3: References Appendix 4: Additional Information Page 9 of 12
3. Evaluation 3.1 Selection Criteria The following criteria will be used to assess tenders: Weighting Percentage Scoring Criteria A Cost, value for money 25% B C D Customer Service Timeliness and transparency of delivering a service Ability to work as a strategic partner with Business Stream, including cultural fit Evidence of robust quality assurance and Quality of service 10% 10% 10% E Technical capability 15% F Ability to meet volume requirements/flexibility 10% G Utility experience and ability to deliver 10% H Innovation 10% Total Weighted Score 100% Note: Business Stream is looking for tenderers who offer the most economically advantageous tender including those who have the potential to work as strategic partners with Business Stream. This tender process is conducted under the negotiated procedure for award of contract. 3.2 Site Visit Tenders will be assessed on the basis of information provided in responses to this tender process. You should note this and ensure that you submit as comprehensive a tender as possible. However, Business Stream also reserves the right to tour your premises at a mutually convenient time from submitting tender until a decision has been made. Page 10 of 12
4. Specification 4.1 Technical Requirements Business Stream is seeking to procure a customer satisfaction and potential performance management tool. Business Stream will tender for the customer satisfaction and potential performance management tool and it is expected that the system will commence on 1 September 2014. Customer Satisfaction surveying. This will include the gathering of customer feedback, in real time and displaying on a clear dashboard. Where possible it will use different metrics such as sentiment analysis to give insightful, comparable results. Analysis of Data. This will include the analysing of collected data, and being able to filter different functions/employees to help find root causes and specify areas of strength and weakness. It would also be beneficial if the system had a specific performance management tool. Constraints Tenderers for customer satisfaction and potential performance management tool must:- provide a fully auditable data trail 4.2 Contract Period It is Business Stream s intention to award the contract; for the Customer Satisfaction tool to commence on 1 September 2014. There are two alternatives on the contract term. The first is for a contract term with an initial period of one year. The second is for a contract term with an initial period of three years. With both alternatives there will be an option to extend the contract for a potential one further period anticipated to be of 12 months. 4.3 Contract Management and Management Information Requirements The successful service provider will be required to provide detailed management and performance information to Business Stream on a regular and ad-hoc basis. This will include a requirement to attend regular and ad hoc review meetings. Your Tender should provide details of your contract, and reporting procedures, including visibility of business-as-usual status and change requests. Ideally the Tender will be supported by examples of innovation in this area. Business Stream will establish service level agreements and key performance indicators with the successful tenderer. Business Stream would welcome proposals for innovative KPIs. The operational management of the contract will be undertaken by Mrs Charlene Wallace, head of customer operations at Business Stream. The Tender must include the CVs of senior personnel who will be allocated to the contract. Page 11 of 12
4.4 Service Methodology Your tender should include details of your methodology for providing a value added service, tailored to Business Stream s needs. Details of how this service will be provided and procedures in place to ensure the provision of an efficient and effective service must be included as part of the tender submission. These details should cover all aspects of service and contract management, including but not limited to staffing, stocking, change management, quality assurance, communication and information technology. 4.5 Approach to Innovation and Strategic Partnerships Business Stream is seeking a strategic partner with whom it can collaborate and grow. Your Tender should include details of previous partnerships with mutually beneficial outcomes. Potential service providers should also identify the potential for improvements in service delivery and cost-effectiveness. You should ensure that your Tender clearly demonstrates your ability to support Business Stream in achieving strategic and regulatory objectives, including a significant reduction in operating costs. The Tenderer is required to provide details of their approach to client working; supported by examples of innovation and added value already delivered to clients, as well as any proposals for enhanced performance and cost savings. 4.6 Customer Satisfaction Tool Requirements Your Tender must specify all development technologies, tools and processes, technical facilities and management processes that you propose to use to provide a Customer Satisfaction tool Evidence of capability should also be provided. Evidence of capacity should be demonstrated 4.7 Policies The Tenderer must confirm that they have the following policies and that these are current, align with/or are compliant with the relevant British Standard and are reviewed/ tested at regular intervals (as appropriate). Current Health and Safety Policy compliant with current Health and Safety Standards Information and Data Security Policy aligned with or compliant with ISO 27001 Business Continuity and Disaster Recovery policy in alignment with or compliant with BS52999 4.8 How We Do Business Business Stream is in the process of developing measures to ensure that corporate responsibility is an integral component of how the company works as a business every day. Business Stream s approach is based on the Business in the Community model and includes polices and measures related to the environment, people, Business Stream s marketplace of customers and suppliers, and community. Your Tender should include details of your organisation s strategy for integrating corporate responsibility into your business. Page 12 of 12