Award

Social Listening and Audience Intelligence

WATER SERVICES REGULATION AUTHORITY (OFWAT)

This public procurement record has 2 releases in its history.

AwardUpdate

24 Feb 2020 at 09:47

Award Notice
Award

21 Feb 2020 at 12:38

Award Notice
Summary of the contracting process

The Water Services Regulation Authority (Ofwat) has recently completed a procurement process for a project titled "Social Listening and Audience Intelligence." This project falls within the general management consultancy services category and is based in Birmingham, England. The procurement stage has concluded, with the contract awarded to Fenix Media Limited trading as Pulsar for a total value of £22,000. The contract period commenced on 6th January 2020 and will end on 5th January 2021. The procurement method employed was an open procedure, deemed below threshold, with the tender period closing on 11th December 2019.

This tender presents a significant opportunity for businesses specialising in social media analytics and audience intelligence, particularly for small and medium-sized enterprises (SMEs). With Ofwat's objective of enhancing its communication strategies and understanding public sentiment towards water companies, firms with expertise in social media monitoring, data analysis, and regulatory compliance would find this a suitable venture to explore. Businesses capable of providing innovative solutions for tracking customer sentiment and social media performance are well-positioned to benefit from this engagement.

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Notice Information

Notice Title

Social Listening and Audience Intelligence

Notice Description

At Ofwat, we are aware of the mass of social data available about the 17 water and waste water companies we regulate, the wider sector and water in general but we don't have a tool which enables us to effectively and accurately monitor and evaluate this data, to provide us with valuable insight. We do very basic social media listening (tracking brand mentions, reactive monitoring in the case of an incident etc) but want to increase our capabilities and use the data to generate insight that can inform our planning; both in terms of our communications and also our wider regulation. We are looking for a tool to make the best use of available data to inform our work. We mainly use Twitter and LinkedIn as our social channels, but are growing our Instagram and Facebook following as our new strategy has a new focus on customers. We have three main objectives: * Track and monitor the progress of Ofwat's social and digital presence. Through audience analysis and segmentation, we want to be able to identify influencers, understand our following and be able to analyse our campaigns/content to improve overall social performance. * To understand and assess how water companies use social media to communicate with their customers. This moves the use of social listening away from a purely communications tool into a wider regulatory tool. We will use this to: i. Give us insight as to how companies are communicating with customers and other stakeholders on social - which channels they are using, how proactive or reactive they are and the types of content they are promoting ii. Understand more about customer sentiment with regards to water companies: what are customers feeling when they engage? iii. Benchmark or rank companies against each other - e.g. which companies are most or least responsive to customers iv. Alert us to unusual spikes or peaks in companies' social media data that might suggest an issue we need to explore v. Monitor companies' performance in real time, for example during an emergency incident. An example is the Beast from the East extreme weather in late February/early March 2018. A number of water companies were affected with large numbers of customers off supply. Here, we used social media to give us a sense of the scale of the problems, customers' sentiment and companies' response. We would like to be able to do this in a more systematic and automated way, providing real time reports on the situation as needed * To understand the attitudes of the general public towards water. In order to fully understand customers, and therefore shape our communications and policies, we need to understand their views and attitudes. How do different customer groups talk about water and in what context? How can this be used to track social trends, for example the impact of fast fashion? How can we use this insight to inform our campaigns? Are there influencers who we can work with or opportunities to get involved in new conversations? Additional information: For Further Information,please contact procurement@ofwat.gov.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7bc51ee4-8cc6-48f1-a892-c807b59454e4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/81267683-d97e-43aa-a641-56e3c31ee199
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79411000 - General management consultancy services

Notice Value(s)

Tender Value
£22,000 Under £100K
Lots Value
Not specified
Awards Value
£22,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
24 Feb 20206 years ago
Submission Deadline
11 Dec 2019Expired
Future Notice Date
Not specified
Award Date
18 Dec 20196 years ago
Contract Period
6 Jan 2020 - 5 Jan 2021 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
WATER SERVICES REGULATION AUTHORITY (OFWAT)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B5 4UA
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
TLG West Midlands (England)
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

FENIX MEDIA LIMITED TRADING AS PULSAR

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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