D3 Tenders | National Insights Survey

Notice Information

Get alerts for notices like these

Notice Title

National Insights Survey

Notice Description

RDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025. This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services. The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth. The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over. Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders. Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information. Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level. RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data. Interested parties are invited to participate in the tender process through RDG's eProcurement system, where they can access the full tender documentation and submit their proposals. For more details and to respond to this notice, please visit the link below: https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A

Lot Information

Lot 1

The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a Rail Customer Experience Survey that will provide ongoing, reliable insights into passenger experiences across Great Britain. Nature of Services: * Continuous Data Collection: The supplier will collect feedback from rail passengers aged 16+ during each rail period, covering the entire customer journey from planning to post-travel. This data must be representative of the rail population and enable analysis at the local, regional, and national levels. * Automated Reporting: The supplier must provide RDG with daily access to the survey results via an automated data system. Online responses should be accessible immediately, and paper-based responses within seven days. * Incentivized Participation: The use of incentives, such as vouchers, is encouraged to improve response rates based on previous field trials. Quantity of Work: * Survey Size: The supplier is responsible for delivering between 5,000 and 25,000 completed questionnaires per rail period, depending on the methodology and sampling plan agreed upon. * Fieldwork Management: The supplier will deploy trained fieldworkers to collect data across the rail network, ensuring sample targets are met. Contingency plans for rail delays and disruptions must be in place. * Data Security: All data must be processed securely in compliance with GDPR, with personal data appropriately handled and protected.

Renewal: The option to extend will be for up to a further 2 years as increments of no less than 12 months

Notice Details

Get alerts for notices like these

Publication & Lifecycle

Open Contracting ID: ocds-h6vhtk-049959
Publication Source: Find A Tender Service
Latest Notice: https://www.find-tender.service.gov.uk/Notice/028839-2024
Current Stage: Tender
All Stages: Tender

Procurement Classification

Notice Type: Tender Notice
Procurement Type: Standard
Procurement Category: Services
Procurement Method: Selective
Procurement Method Details: Negotiated procedure with prior call for competition
Tender Suitability: Not specified
Awardee Scale: Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

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

CPV Codes

73110000 - Research services

79300000 - Market and economic research; polling and statistics

79310000 - Market research services

79342000 - Marketing services

Notice Value(s)

Tender Value: Not specified
Lots Value: Not specified
Awards Value: Not specified
Contracts Value: Not specified

Notice Dates

Publication Date: 9 Sep 20241 years ago
Submission Deadline: 25 Sep 2024Expired
Future Notice Date: Not specified
Award Date: Not specified
Contract Period: Not specified - Not specified
Recurrence: Not specified

Notice Status

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

Buyer & Supplier

Get alerts for notices like these

Contracting Authority (Buyer)

Main Buyer: RAIL DELIVERY GROUP
Contact Name: Available with D3 Tenders Premium →
Contact Email: Available with D3 Tenders Premium →
Contact Phone: Available with D3 Tenders Premium →

Buyer Location

Locality: LONDON
Postcode: EC4V 3DS
Post Town: Central London
Country: England
Major Region (ITL 1): TLI London
Basic Region (ITL 2): TLI3 Inner London - West
Small Region (ITL 3): TLI35 Westminster and City of London
Delivery Location: Not specified
Local Authority: City of London
Electoral Ward: Castle Baynard
Westminster Constituency: Cities of London and Westminster

Further Information

Notice URLs

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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.

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-049959-2024-09-09T16:34:08+01:00",
    "date": "2024-09-09T16:34:08+01:00",
    "ocid": "ocds-h6vhtk-049959",
    "initiationType": "tender",
    "tender": {
        "id": "ocds-h6vhtk-049959",
        "legalBasis": {
            "id": "32014L0025",
            "scheme": "CELEX"
        },
        "title": "National Insights Survey",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "73110000",
            "description": "Research services"
        },
        "mainProcurementCategory": "services",
        "description": "RDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025. This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services. The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth. The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over. Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders. Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information. Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level. RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data. Interested parties are invited to participate in the tender process through RDG's eProcurement system, where they can access the full tender documentation and submit their proposals. For more details and to respond to this notice, please visit the link below: https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A",
        "lots": [
            {
                "id": "1",
                "description": "The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a Rail Customer Experience Survey that will provide ongoing, reliable insights into passenger experiences across Great Britain. Nature of Services: * Continuous Data Collection: The supplier will collect feedback from rail passengers aged 16+ during each rail period, covering the entire customer journey from planning to post-travel. This data must be representative of the rail population and enable analysis at the local, regional, and national levels. * Automated Reporting: The supplier must provide RDG with daily access to the survey results via an automated data system. Online responses should be accessible immediately, and paper-based responses within seven days. * Incentivized Participation: The use of incentives, such as vouchers, is encouraged to improve response rates based on previous field trials. Quantity of Work: * Survey Size: The supplier is responsible for delivering between 5,000 and 25,000 completed questionnaires per rail period, depending on the methodology and sampling plan agreed upon. * Fieldwork Management: The supplier will deploy trained fieldworkers to collect data across the rail network, ensuring sample targets are met. Contingency plans for rail delays and disruptions must be in place. * Data Security: All data must be processed securely in compliance with GDPR, with personal data appropriately handled and protected.",
                "contractPeriod": {
                    "durationInDays": 1080
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The option to extend will be for up to a further 2 years as increments of no less than 12 months"
                },
                "secondStage": {
                    "maximumCandidates": 5
                },
                "submissionTerms": {
                    "variantPolicy": "allowed"
                },
                "hasOptions": false,
                "status": "active"
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "73110000",
                        "description": "Research services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79300000",
                        "description": "Market and economic research; polling and statistics"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79310000",
                        "description": "Market research services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342000",
                        "description": "Marketing services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "participationFees": [
            {
                "id": "1",
                "type": [
                    "document"
                ]
            }
        ],
        "submissionMethod": [
            "electronicSubmission",
            "written"
        ],
        "submissionMethodDetails": "https://raildeliverygroup.tlb.app.jaggaer.com/go/569321560191D6636861",
        "documents": [
            {
                "id": "economic",
                "documentType": "economicSelectionCriteria"
            },
            {
                "id": "technical",
                "documentType": "technicalSelectionCriteria"
            }
        ],
        "otherRequirements": {
            "reductionCriteria": "Please refer to the tender documents for more information",
            "requiresStaffNamesAndQualifications": true
        },
        "contractTerms": {
            "financialTerms": "Please refer to the tender documents for more information",
            "tendererLegalForm": "Please refer to the tender documents for more information",
            "performanceTerms": "Please refer to the tender documents for more information",
            "hasElectronicOrdering": true,
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Negotiated procedure with prior call for competition",
        "secondStage": {
            "successiveReduction": true,
            "invitationDate": "2024-10-21T00:00:00+01:00"
        },
        "tenderPeriod": {
            "endDate": "2024-09-25"
        },
        "submissionTerms": {
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "durationInDays": 360
            }
        },
        "hasRecurrence": false
    },
    "parties": [
        {
            "id": "GB-FTS-123906",
            "name": "Rail Delivery Group",
            "identifier": {
                "legalName": "Rail Delivery Group"
            },
            "address": {
                "streetAddress": "First Floor, North, 1 Puddle Dock",
                "locality": "London",
                "region": "UK",
                "postalCode": "EC4V 3DS",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Tosin Sanusi",
                "email": "tosin.sanusi@raildeliverygroup.com",
                "url": "https://raildeliverygroup.tlb.app.jaggaer.com/go/569321560191D6636861"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.raildeliverygroup.com/",
                "classifications": [
                    {
                        "scheme": "TED_CE_ACTIVITY",
                        "id": "RAILWAY_SERVICES",
                        "description": "Railway services"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-123907",
            "name": "Rail Delivery Group",
            "identifier": {
                "legalName": "Rail Delivery Group"
            },
            "address": {
                "streetAddress": "First Floor North, 1 Puddle Dock,",
                "locality": "London,",
                "postalCode": "EC4V 3DS",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 2078418000"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-123906",
        "name": "Rail Delivery Group"
    },
    "language": "en"
}