R&M171 Voice of the Customer - Market Engagement

Concepts

• market research
• ukhsa
• customer satisfaction survey
• market engagement
• voice of the customer
• voice of the customer programmes
• continuous customer experience feedback
• customer experience
• soft market testing
• preliminary market engagement

Location

United Kingdom: Nobel House, 17 Smith Square, London

Description

The UKHSA is seeking to engage with the market in order to gain knowledge & understanding regarding the range of potential solutions and best in class approaches to Voice of the Customer programmes that provide continuous customer experience feedback, in advance of a potential sourcing project to procure a suitably qualified supplier (or suppliers) to develop, alongside the Insight team, a new VoTC programme

Total Quantity or Scope

The UK Health Security Agency wishes to explore the market, identify interest, and learn about best in class solutions from suitably qualified suppliers (or an optimal combination of suppliers) to develop and provide a Voice of the Customer programme. We're inviting initial expressions of interest and are intending to publish a Request for Information in the 1st week of Jan, which we encourage interested parties to complete. To support the development of our thinking and help to refine our requirements and shape our strategy for a potential competitive tender process we may choose to follow up on submitted RFI's with selected respondents and undertake some soft market testing. At this stage we are only undertaking preliminary market engagement. This will not be defined as negotiation and any future tender process will remain an open competitive process. These preliminary market consultations are being carried out under the provisions of Regulation 40 of the Public Contracts Regulations 2015 (SI 2015/102). Involvement in this soft market testing exercise will not preclude a participant from participating in any future tender process nor is it a pre-requirement for involvement in any forthcoming tender. Additional information: The VOTC programme is UKHSA’s continuous customer experience feedback programme. It is an essential tool in enabling us to monitor how customers feel about the service we provide, to spot issues and resolve them, to hold contractors to account, to understand customer experience, behaviours and the link between these, and to make improvements to our service based on research insight.

CPV Codes

• 79310000 - Market research services
• 79342311 - Customer satisfaction survey

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** The UK Health Security Agency wishes to explore the market, identify interest, best in class solutions from suitably qualified suppliers (or an optimal combination of suppliers) to develop and provide a Voice of the Customer programme. We're inviting initial expressions of interest and are intending to publish a Request for Information in the 1st week of Jan, which we encourage interested parties to complete. We may choose to follow up on submitted RFI's with selected respondents and undertake some soft market testing, in order to refine our requirements and shape our strategy for a potential competitive tender process. At this stage we are only undertaking preliminary market engagement. This will not be defined as negotiation and any future tender process will remain an open competitive process. These preliminary market consultations are being carried out under the provisions of Regulation 40 of the Public Contracts Regulations 2015 (SI 2015/102). Involvement in this soft market testing exercise will not preclude a participant from participating in any future tender process.