Customer Insights Tracker

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    "id": "ocds-h6vhtk-0561d1-2026-01-09T14:33:59Z",
    "date": "2026-01-09T14:33:59Z",
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    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-08176197",
            "name": "ATOC Limited / Train Information Services Limited",
            "identifier": {
                "scheme": "GB-COH",
                "id": "08176197"
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            "address": {
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                "locality": "London",
                "postalCode": "EC4V 3DS",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKI31"
            },
            "contactPoint": {
                "name": "Tosin Sanusi",
                "email": "claire.m.smith@raildeliverygroup.com"
            },
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        {
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                "postalCode": "E1W 1YW",
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                "countryName": "United Kingdom",
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            },
            "contactPoint": {
                "email": "Tim.Sander@bva-bdrc.com"
            },
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                "publicServiceMissionOrganization": false,
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    "buyer": {
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        "name": "ATOC Limited / Train Information Services Limited"
    },
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        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Customer Insights Tracker",
        "description": "The Rail Delivery Group (RDG) is seeking to procure a supplier to deliver three ongoing customer insight tracker surveys: the General Public Tracker, the Rail Demand Tracker, and the Customer Information Survey (InfoTracker). These trackers are essential for understanding public and customer perceptions of the rail industry, demand trends, and satisfaction with information provision, particularly during disruption. The appointed supplier will design and deliver robust, representative quarterly surveys, manage all fieldwork and data processing, and provide insightful analysis and regular reporting. The contract will be for two years, with an option to extend for a further three. All activities must align with PA23 procurement compliance, ensuring transparency, integrity, and data quality. Findings will support RDG's strategic decision-making and stakeholder engagement, with outputs used internally and for external communications.",
        "status": "complete",
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                    {
                        "scheme": "CPV",
                        "id": "73110000",
                        "description": "Research services"
                    },
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                        "scheme": "CPV",
                        "id": "79310000",
                        "description": "Market research services"
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                "relatedLot": "1"
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        "value": {
            "amountGross": 500000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "The procurement will follow a three-stage process: Selection Stage - Suppliers will be shortlisted based on their expressions of interest/CoP and compliance with selection criteria. Written Response and Evaluation - Shortlisted suppliers will be invited to submit written responses to a detailed set of requirements. These responses will be evaluated against published award criteria. Presentation Stage - Selected suppliers will present their proposals to clarify and expand on their written submissions. BAFO (Best and Final Offer) - Following presentations, suppliers may be invited to submit a Best and Final Offer, which will be evaluated to determine the preferred bidder."
        },
        "mainProcurementCategory": "services",
        "specialRegime": [
            "utilities"
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        "aboveThreshold": true,
        "submissionMethodDetails": "https://raildeliverygroup.tlb.app.jaggaer.com/ Then search for 'Customer Insights Tracker CoP",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
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        "expressionOfInterestDeadline": "2025-08-11T23:59:00+01:00",
        "awardPeriod": {
            "endDate": "2025-12-12T23:59:59+00:00"
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                    "amountGross": 500000,
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                    "criteria": [
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                            "type": "quality",
                            "name": "Technical",
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                                    "number": 65,
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                        {
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                "contractPeriod": {
                    "startDate": "2026-04-01T00:00:00+01:00",
                    "endDate": "2028-03-31T23:59:59+01:00",
                    "maxExtentDate": "2031-03-28T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "The contract may be extended for up to an additional three years beyond the initial two-year term. Extensions may be applied as a single three-year extension or in smaller increments (e.g., 1+1+1 years), subject to continued performance, availability of funding, and evolving research needs. Extensions would be used to maintain continuity of insight tracking, uphold trend data integrity, and respond to future customer insight requirements in line with RDG's strategic objectives."
                },
                "hasOptions": true,
                "options": {
                    "description": "Extensions would be used to maintain continuity of insight tracking, uphold trend data integrity, and respond to future customer insight requirements in line with RDG's strategic objectives."
                }
            }
        ],
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                "description": "Minor modifications as required."
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                    "dueDate": "2026-01-21T23:59:59+00:00",
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