Award

Non-Household Customer Insight Survey

WATER SERVICES REGULATION AUTHORITY (OFWAT)

This public procurement record has 1 release in its history.

Award

26 Feb 2020 at 14:38

Award Notice
Summary of the contracting process

The procurement process relates to a contract titled "Non-Household Customer Insight Survey," conducted by the Water Services Regulation Authority (Ofwat) in the services industry. This contract was awarded to BMG Research Ltd, with a total value of £138,050 and encompasses delivery in both the West Midlands and London. The procurement method utilised was "selective," indicating a call-off from a framework agreement. The contract period commenced on 6th November 2019 and concludes on 14th April 2020. The final tender period ended on 7th October 2019.

This tender presents significant opportunities for businesses, particularly those specialising in market research, consultancy services, and qualitative analysis. Small to medium enterprises (SMEs) are encouraged to consider participation, as the insights gathered will contribute to future policy developments and evaluations of the business retail market, thereby enhancing operational efficiencies and customer satisfaction. Companies equipped to understand and analyse customer experiences within regulated markets would be especially well-suited to compete for similar opportunities in the future.

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Notice Information

Notice Title

Non-Household Customer Insight Survey

Notice Description

The overall objective of the work is to help Ofwat build its understanding of the functioning of the water business retail market through gauging the experiences and views of eligible business customers and - through aspects of the qualitative work - brokers and third party intermediaries. The priorities, views and experiences of customers (including organisations working on their behalf) are essential in understanding whether, and how, the market is functioning effectively and delivering for customers. This evidence will also help us assess industry's progress in resolving previously identified 'market frictions'. The key objectives of this research are to better understand three key aspects by undertaking the following actions: 1. Monitoring the experiences and views of eligible business customers, including the extent to which they are aware of the market, have chosen to engage with the market, their needs and expectations have been met, and the reasons for these outcomes - and the trends in these views, by making comparisons to the 2017/18 and 2019 quantitative customer research. 2. Exploring in more depth the experiences of the small to medium enterprise (SME) group of eligible business customers, the outcomes experienced across this SME group and their perceptions of the business retail market. 3. Reviewing, and assessing the roles and views of brokers and third party intermediaries (TPIs) in the business retail market, including the extent to which they are involved, different business models in practice and how they interact with customers of varying size. In addition, their views about how well the market works for the customers they work on behalf of, and retailers in general and where and why it could work better. The research outputs will feed into two key areas: - Firstly, they will provide an evidence base for future policy development and delivery, helping Ofwat and other industry participants (e.g. the market operator (MOSL)) to judge where further action may be needed to enable the business retail market deliver improved outcomes for customers. Secondly, the results will form a key part of our third annual 'State of the Market' report, which will review the market for the year 2019/20. As such, the outputs of the customer research work must be clear, comprehensive and robust, and comparable with quantitative customer research results for 2017/18 and 2019. We think objectives 1 and 3 will be reached through quantitative research, with qualitative research to inform objectives 2 and 3. Accordingly, the results of the quantitative aspects of the research must be statistically robust and comprehensive enough for us to identify where the market is delivering or not delivering for customers, and the reasons why. The results of the qualitative aspects of the research should shed further light on perceptions of where and why the market is working well or if there are areas which need to work better. Additional information: For Further Information,please contact procurement@ofwat.gov.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9b347965-fec3-4b7b-b68d-f009fdfae5b5
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
£138,050 £100K-£500K
Lots Value
Not specified
Awards Value
£138,050 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
26 Feb 20206 years ago
Submission Deadline
7 Oct 2019Expired
Future Notice Date
Not specified
Award Date
5 Nov 20196 years ago
Contract Period
6 Nov 2019 - 14 Apr 2020 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
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

BMG RESEARCH

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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