Award

Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)

WATER SERVICES REGULATION AUTHORITY (OFWAT)

This public procurement record has 1 release in its history.

Award

12 Mar 2020 at 10:40

Award Notice
Summary of the contracting process

The procurement process is being conducted by the Water Services Regulation Authority (Ofwat) for the provision of market research services related to customer experience in the water sector. The title of the tender is "Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)." This service will take place primarily in the West Midlands and London. The procurement is currently at the award stage, with the contract running from 25 February 2020 to 31 March 2023, and a total contract value of £1,129,975. Notably, the procurement method is selective, initiated through a call-off from a dynamic purchasing system, with a proposal deadline that has already passed on 20 January 2020.

This tender presents significant opportunities for businesses, particularly those specialising in market research and customer experience services within the water industry. Companies with expertise in conducting comprehensive surveys and delivering detailed analyses will be well-suited to compete for future contracts in this sector. Given the scope covers the 17 largest appointed water companies in England and Wales, providers who can offer innovative solutions and insights into customer satisfaction may find a lucrative market for their services.

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Notice Information

Notice Title

Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)

Notice Description

Provisions of the Market Research Dynamic Purchasing System Agreement (RM6018) between CCS and the Supplier. The overarching objective of C-MeX and D-MeX is to incentivise water companies to provide an excellent customer experience. The Contract covers two C-MeX surveys (the customer service survey and the customer experience survey) and one D-Mex survey (the customer satisfaction survey). The objective is for the Supplier to conduct annual surveys providing four interim quarterly scores and rankings and annual scores and rankings each year for each survey in accordance with the Policy , Guidance and further specifications set out in section 4 'Requirements for the Supplier'. The results need to be broken down as outlined in Table 5.1 in section 5 'Key Deliverables'. OFWAT may require the Supplier to attend an introductory presentation to company representatives and other stakeholders within two months of appointment. The Supplier may also be required to present, each year, the findings of its consolidated annual reports and their outcomes to the Customer and stakeholders. This may constitute half a day to a day session which should be included in the tender as an option. OFWAT and the Supplier will agree the programme of work during set up and preparation stage (February - 31 March 2020). The surveys will cover the 17 largest appointed water companies in England and Wales - this includes water and wastewater companies (those which provide a combined service, delivering both water and wastewater services) and water-only companies (those which provide only a water service). Please note that OFWAT may publish the final annual reports. The ITT outlines how the C-MeX and D-MeX incentives work, requirements for the Supplier and the Key Deliverables for this project. Contract duration is expected to be three years with the option of an extension of up to one year, provided both Parties agree the extension through a Variation. Additional information: For further information please contact procurement@ofwat.gov.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/51b3dbb6-a0b0-41db-8001-b0b8c39d57c7
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79310000 - Market research services

Notice Value(s)

Tender Value
£1,129,975 £1M-£10M
Lots Value
Not specified
Awards Value
£1,129,975 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
12 Mar 20205 years ago
Submission Deadline
20 Jan 2020Expired
Future Notice Date
Not specified
Award Date
14 Feb 20206 years ago
Contract Period
25 Feb 2020 - 31 Mar 2023 3-4 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), TLI London
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

ACCENT MARKETING AND RESEARCH

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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