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Servicios - 425817-2016

03/12/2016    S234    Agencies - Services - Contract notice - Open procedure 

Spain-Alicante: User satisfaction surveys

2016/S 234-425817

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: European Union Intellectual Property Office
National registration number: V-03965324
Postal address: Avenida de Europa, 4
Town: Alicante (Alicante)
NUTS code: ES521
Postal code: 03008
Country: Spain
E-mail: procurement@euipo.europa.eu

Internet address(es):

Main address: https://euipo.europa.eu/ohimportal/en/public-procurement

I.2)Information about joint procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://etendering.ted.europa.eu/cft/cft-display.html?cftId=2035
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address
I.4)Type of the contracting authority
European institution/agency or international organisation
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

User satisfaction surveys.

Reference number: AO/022/16.
II.1.2)Main CPV code
79311000
II.1.3)Type of contract
Services
II.1.4)Short description:

The aim of the contract is to measure the level of satisfaction of users with the products and services of the Office through several different types of surveys, in order to continue improving the quality of service.

II.1.5)Estimated total value
Value excluding VAT: 1 000 000.00 EUR
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
NUTS code: ES521
Main site or place of performance:

Avenida de Europa, 4, 03008 Alicante (Alicante), SPAIN.

II.2.4)Description of the procurement:

3 main types of satisfaction surveys, performed within the Office, are the object of the present call for tenders.

The user satisfaction survey (USS) is an exercise run regularly (usually every year) in order to measure the user satisfaction in each area of the Office's services, both separately and overall.

The real time satisfaction surveys (RTSS) are ad hoc surveys that pursue the same goal as the USS, with the main difference that RTSS are focused in specific areas of EUIPO's business, and that the periodicity is not fixed.

The immediate feedback survey (IFS) is a very short survey offered to the users who have recently been provided with services or products of the Office.

Each of these surveys is broken down in work packages as described in the technical specifications.

The Office may request 4 services considering satisfaction surveys:

— preparation work and questionnaire creation,

— fieldwork (execution of the survey),

— data analysis and reporting,

— management of the feedback.

Depending on the type of survey, different phases can be requested.

II.2.5)Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value
Value excluding VAT: 1 000 000.00 EUR
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: no
II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.12)Information about electronic catalogues
II.2.13)Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3)Technical and professional ability
Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with several operators
Envisaged maximum number of participants to the framework agreement: 2
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 20/01/2017
Local time: 13:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
Bulgarian, Czech, Danish, German, Greek, English, Spanish, Estonian, Finnish, French, Irish, Croatian, Hungarian, Italian, Lithuanian, Latvian, Maltese, Dutch, Polish, Portuguese, Romanian, Slovak, Slovenian, Swedish
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Duration in months: 9 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders
Date: 23/01/2017
Local time: 11:00
Place:

Avenida de Europa, 4, 03008 Alicante (Alicante), SPAIN.

Information about authorised persons and opening procedure:

Each tenderer may send up to 2 representatives. The Office should be informed by e-mail to procurement@euipo.europa.eu of the names and identity document numbers of the visitors before 19.1.2017.

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
Electronic invoicing will be accepted
VI.3)Additional information:

The tender documents will be available for download at the address indicated under heading I.3. The website will be updated regularly and it is the tenderers' responsibility to check for updates, modifications or answers to questions during the tendering period.

VI.4)Procedures for review
VI.4.1)Review body
Official name: General Court
Postal address: rue du Fort Niedergrünewald
Town: Luxemburgo
Postal code: 2925
Country: Luxembourg
E-mail: generalcourt.registry@curia.europa.eu
Telephone: +352 4303-1
Fax: +352 4303-2100

Internet address: http://curia.europa.eu

VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
Precise information on deadline(s) for review procedures:

Within 2 months of the notification to the plaintiff, or, in absence thereof, of the day on which it came to the knowledge.

VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice:
23/11/2016