Award

Customer research on billing

O F W A T

This public procurement record has 1 release in its history.

Award

29 Oct 2024 at 10:00

Award Notice
Summary of the contracting process

O F W A T, a prominent regulatory organisation, recently completed a procurement process for conducting customer research on billing. This project falls under the industry category of survey conduction services (CPV code 79311200) and covers regions including England and Wales in the United Kingdom. Following a selective procurement method through a call-off from a dynamic purchasing system, the contract was awarded on 3rd October 2024 for a value of £123,000. The procurement stage is the award stage, with the contract period starting on 4th October 2024 and ending on 30th September 2025. The tender period concluded on 19th September 2024.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) with expertise in market research and customer experience analysis. Businesses specialising in understanding customer behaviours, especially those with a focus on billing issues and complaint handling, would find this contract particularly advantageous. Participating in such high-profile projects can enhance a company’s portfolio, offering insights and practical recommendations to improve customer satisfaction and inform regulatory guidelines. The final award was made to Thinks Insight & Strategy, demonstrating that SMEs have strong prospects when targeting well-defined niches in the public sector.

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Notice Information

Notice Title

Customer research on billing

Notice Description

The broad aims of this research are to: - Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues. - Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm. - Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially). - Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work. Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/7dd29ea5-aa86-4293-91ca-15ddc8e36a1b
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

79311200 - Survey conduction services

Notice Value(s)

Tender Value
£123,000 £100K-£500K
Lots Value
Not specified
Awards Value
£123,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
29 Oct 20241 years ago
Submission Deadline
19 Sep 2024Expired
Future Notice Date
Not specified
Award Date
2 Oct 20241 years ago
Contract Period
3 Oct 2024 - 30 Sep 2025 6-12 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
O F W A T
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
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

THINKS INSIGHT & STRATEGY

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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