Award

Non-Household Customer Insight Survey

WATER SERVICES REGULATION AUTHORITY (OFWAT)

This public procurement record has 1 release in its history.

Award

28 Feb 2020 at 09:49

Award Notice
Summary of the contracting process

The procurement process for the "Non-Household Customer Insight Survey" is managed by the Water Services Regulation Authority (Ofwat), located in Birmingham, England. This contract falls within the services category, specifically focusing on general management consultancy services, and was awarded as part of a selective procurement method through a framework agreement (DPS Agreement RM6018). The tender period ended on 7 January 2019, with the contract being active from 1 February 2019 to 28 June 2019. The total value of the contract awarded is £82,405.

This tender presents opportunities for businesses that specialise in customer research and consultancy services, particularly small and medium-sized enterprises (SMEs). Companies well-suited to compete would have experience in conducting large-scale surveys and analyses to understand customer perceptions and market efficacy. The insights generated from this survey are essential for understanding customer engagement in the market, offering a chance for businesses to contribute to significant policy discussions and enhancements in customer service in the water sector.

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Notice Information

Notice Title

Non-Household Customer Insight Survey

Notice Description

DPS Agreement (RM6018) The priorities, views and experiences of customers are essential in understanding whether, and how, the market is functioning effectively and delivering for customers. We also wish to assess the efficacy of any policy interventions, for example concerning whether customer experiences of billing has improved. To inform our understanding here, we need to gauge the experiences and views of customers, including the extent to which customers have chosen to engage with the market, their needs and expectations have been met, and the reasons for these outcomes. One of the ways we intend to do this is through regular surveying of a sample of all eligible customers (not just those who have switched retailer or renegotiated a deal with their existing retailer.) We want to commission new customer research to provide: * performance metrics, e.g. what percentage of customers are aware of the market - in particular to provide consistent and comparable trend analysis with the results of our 2017/18 research; * an understanding of what customers think the market may offer them, what they may want and what may motivate them to engage, and what they may currently be getting from the market; and * customers' experiences of the market, e.g. impediments to engaging with or getting the best out of the market, has switching been a good experience, or have their issues and complaints been dealt with effectively? The results of the research must be statistically robust and comprehensive enough for us to identify where the market is failing to deliver for customers, and the reasons why. The outputs of the research will feed into two key areas: - Firstly, they will help us judge whether and how to intervene in the market in order to ensure customers are protected and the market works efficiently and effectively. - Secondly, the survey results will form a key part of our second annual 'state of the market' report, presently scheduled for publication in July 2019. As such the outputs of the work must be clear, comprehensive and robust, and allow consistent and comparable trend analysis with the results of our 2017/18 research. Additional information: For Further Information,please contact procurement@ofwat.gov.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/3eceb5d4-eca9-4bf6-a4a4-bf09ae14179e
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
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
£82,405 Under £100K
Lots Value
Not specified
Awards Value
£82,405 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Feb 20205 years ago
Submission Deadline
7 Jan 2019Expired
Future Notice Date
Not specified
Award Date
31 Jan 20197 years ago
Contract Period
1 Feb 2019 - 28 Jun 2019 1-6 months
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
Not specified
Contact Email
mailbox@ofwat.gov.uk
Contact Phone
Not specified

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), TLI London
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

OPINION RESEARCH SERVICES

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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