📑Provision of Customer Satisfaction Surveys at the Household Waste Recycling Centres for Kent County Council.
Resumo do processo de contratação
Este processo é para comprar Provision of Customer Satisfaction Surveys at the Household Waste Recycling Centres for Kent County Council.
Este contrato foi adjudicado por 🇬🇧 Kent County Council por um montante de GBP 203,000 a 1 fornecedor. Foi publicado em 2015-03-10 através de open
A transparência neste processo reflete-se na publicação detalhada de todos os aspetos do contrato e dos seus resultados.
Entidade compradora🇬🇧 Kent County Council Unidade compradoranão reportado Data de publicação2015-03-10 Estado do concursonão reportado DescriçãoKent County Council (the Authority) is the largest local authority in England covering an area of 3 500 square kilometres. It has an annual expenditure of over 1 bn GBP on goods and services and a population of 1 300 000. The Authority provides a wide range of personal and strategic services on behalf of its residents, operating in partnership with 12 district councils and 289 parish/town councils.Waste Management (WM) currently has 18 Household Waste Recycling Centres (HWRCs) across the County with total customer throughput each week equating to around 69 000 visits. The operation of most of the HWRCs is contracted out to several different waste management companies. WM is committed to providing a high level of service to its customers and recognises that one of the key ways of achieving this is through obtaining customer feedback.The Authority is seeking a Provider to undertake approximately 6,840 customer satisfaction surveys per annum, at two seasonal sample points (with 3 420 undertaken in April and 3 420 undertaken in October) across its network of HWRC's.The Authority wishes to understand the customer experience at facilities and measure how satisfied customers are with the service they receive. One of the key requirements of the waste management companies operating the HWRCs is delivering good customer service and performance targets have been put in place for HWRC providers to achieve.There are four main objectives for undertaking customer satisfaction surveys:1. Customer service-- To monitor the level of customer service delivered by HWRC staff-- To monitor cleanliness levels and site conditions-- To monitor queuing (entry) times at HWRCs2. Customer Behaviours-- To gauge how frequently participants utilise a HWRC.-- To understand what barriers customers experience using a HWRC.-- To gauge customers understanding of HWRC policies and procedures.-- To see where customers are travelling from.3. Contract Management-- To aid in the monitoring of the performance of the Authority's HWRC providers in relation to contract specifications.-- To set future performance targets.4.Suggested improvements-- To understand views on what could be improved or included in service delivery.It is the intention of the Authority to provide the successful Provider with a pre-set questionnaire. However, the Authority would seek to work with this organisation to develop this questionnaire taking into account their knowledge of the business and expertise within this sector.Each questionnaire will contain;-- Approximately 6 satisfaction questions to be completed on a scored ranking system. For example:'How satisfied are you with the cleanliness of the site today?1. Very dissatisfied;2. dissatisfied;3. Neither satisfied nor dissatisfied;4. Satisfied;5. Very satisfied';-- Approximately 3 questions which will ask customers to select an answer from a list of options. For example;'How long did you have to queue today?'a) No queue;b) Up to 5 minutes;c) 5-10 minutes;d) More than 10 minutes';-- Approximately 3 open ended questions will also be asked, for customers to give more qualitative feedback. For example:'Are there any improvements you'd like to see at the HWRCs?'Some personal data (Gender, Age, Ethnic Group, Disability status) and participant postcodes will also be collected.It is anticipated that each survey should take no longer than 5 minutes.It is important that customers are surveyed at the end of their visit as feedback should be reflective of their visit on that particular day and not general feedback regarding the HWRCs.The initial Contract term is three years (36 months) with an option to extend (exercised at the discretion of the Authority and by mutual consent) for a further two years (24 months) resulting in a potential total Contract term of 5 years (60 months), unless terminated in accordance with the Conditions of Contract on the Kent Business Portal. The Contract is anticipated to commence from 16.3.2015, with the first programme of survey fieldwork to begin in April 2015.Adjudicações
Esta adjudicação foi concedida a DJS Research Limited por Kent County Council por um montante de GBP 203,000. O processo de contratação foi conduzido através de open para a categoria de services. A adjudicação foi concedida em 2015-02-11. Esta é a adjudicação número 1.
| Fornecedor | Montante | Data de adjudicação | Número de adjudicação |
|---|---|---|---|
| 🇬🇧 DJS Research Limited | GBP 203,000 | 2015-02-11 | 1 |
Contexto de mercado e oportunidades
A execução deste contrato permite que a entidade Kent County Council cumpra os seus objetivos de serviço público de forma eficiente.
A modalidade de compra open garante que o processo é transparente e conforme às regulamentações.
A transparência neste processo reflete-se na publicação detalhada de todos os aspetos do contrato e dos seus resultados.
Esta transparência na contratação pública promove a concorrência justa, previne a corrupção e garante que os recursos públicos são utilizados de forma eficiente para o benefício dos cidadãos.
Dados adicionais
Número do ContratoUK_ocds-70d2nz-2fd93113-531d-4919-b788-b32ad6a7d88f-award-1Data de publicação2015-03-10Data do contratonão reportadoData de adjudicação2015-02-11CategoriasservicesModalidade de compraopenDetalhes do métodopt_openEstadonão reportadoFontes de dados
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