CM3419 Customer Insights

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-065527-2026-04-09T09:33:29+01:00",
    "date": "2026-04-09T09:33:29+01:00",
    "ocid": "ocds-h6vhtk-065527",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-02366682",
            "name": "YORKSHIRE WATER SERVICES LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "02366682"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PXGT-3622-WXBQ"
                }
            ],
            "address": {
                "streetAddress": "Western House",
                "locality": "Bradford",
                "postalCode": "BD6 2SZ",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKE41"
            },
            "contactPoint": {
                "email": "Professionalservicetenders@yorkshirewater.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "id": "privateUtility",
                        "scheme": "UK_CA_TYPE",
                        "description": "Private utility"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "id": "GB-COH-02366682",
        "name": "YORKSHIRE WATER SERVICES LIMITED"
    },
    "planning": {
        "milestones": [
            {
                "id": "engagement",
                "type": "engagement",
                "description": "Suppliers are invited to express interest via email to with brief details of their service offering. Further engagement (e.g., RFI or supplier calls) may follow. There are no specific conditions for participation in this market engagement. Participation is voluntary and non-binding",
                "dueDate": "2026-03-16T23:59:59Z",
                "status": "scheduled"
            }
        ],
        "documents": [
            {
                "id": "013939-2026",
                "documentType": "marketEngagementNotice",
                "noticeType": "UK2",
                "description": "Preliminary market engagement notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/013939-2026",
                "datePublished": "2026-02-16T15:19:11Z",
                "format": "text/html"
            }
        ]
    },
    "tender": {
        "id": "CM3419",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "CM3419 Customer Insights",
        "description": "Yorkshire Water Services Ltd is seeking to establish a Customer Insights Framework to support the delivery of its strategic objectives for Asset Management Period 8 (AMP8). This framework will enable Yorkshire Water to access high-quality, flexible, and innovative customer research and insight services to inform decision-making, regulatory compliance, and customer-centric service design. The framework will appoint a panel of experienced suppliers capable of delivering a broad range of qualitative and quantitative research methodologies. These may include, but are not limited to, customer satisfaction tracking, willingness-to-pay studies, behavioral insights, segmentation, vulnerability research, digital engagement analysis, and co-creation activities. The appointed suppliers will play a critical role in supporting Yorkshire Water's obligations to Ofwat, including the development of robust and defensible customer evidence for business planning and performance commitments under AMP8. Suppliers will be expected to demonstrate strong expertise in regulatory research, water sector experience (or analogous regulated industries), and the ability to deliver insight that drives tangible business outcomes. The framework is intended to be multi-supplier, ensuring a diverse mix of capabilities and approaches. Yorkshire Water is particularly interested in partners who can offer innovative techniques, advanced analytics, and inclusive engagement strategies to ensure representation of all customer groups, including hard-to-reach and vulnerable populations. Through this procurement, Yorkshire Water aims to build long-term, collaborative partnerships with insight providers who can support its ambition to deliver exceptional service, enhance customer trust, and meet regulatory expectations effectively and efficiently.",
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79310000",
                        "description": "Market research services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79320000",
                        "description": "Public-opinion polling services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79330000",
                        "description": "Statistical services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "value": {
            "amountGross": 3000000,
            "amount": 3000000,
            "currency": "GBP"
        },
        "mainProcurementCategory": "services",
        "specialRegime": [
            "utilities"
        ],
        "techniques": {
            "hasFrameworkAgreement": true,
            "frameworkAgreement": {
                "method": "withReopeningCompetition",
                "type": "closed",
                "description": "Mini competitions"
            }
        },
        "lots": [
            {
                "id": "1",
                "contractPeriod": {
                    "startDate": "2026-08-03T00:00:00+01:00",
                    "endDate": "2028-08-02T23:59:59+01:00",
                    "maxExtentDate": "2030-08-02T23:59:59+01:00"
                },
                "hasRenewal": true,
                "status": "active",
                "value": {
                    "amountGross": 3000000,
                    "amount": 3000000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "price",
                            "name": "Commercial",
                            "numbers": [
                                {
                                    "number": 30,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "quality",
                            "name": "Capability",
                            "numbers": [
                                {
                                    "number": 55,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "quality",
                            "name": "Provider Proposals",
                            "numbers": [
                                {
                                    "number": 15,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "renewal": {
                    "description": "The contract may be extended subject to performance, regulatory requirements, and business need."
                }
            }
        ],
        "status": "active",
        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "Yorkshire Water will conduct this procurement using a Competitive Flexible Procedure in accordance with the Procurement Act 2023 The process will follow a single-stage structure combining a Conditions of Participation (CoP) and Invitation to Tender (ITT), allowing suppliers to submit full participation responses at the same time. All documents, including evaluation criteria and supporting materials, will be made available via SAP Ariba. Interested suppliers will submit combined CoP and ITT responses within the defined tender period. During this period, clarification questions may be raised and answered via the portal to ensure transparency and equal access to information. Responses will be evaluated in accordance with published criteria, covering technical capability, experience in biodiversity offsetting and habitat unit brokerage, regulatory compliance, delivery methodology, and commercial value. Yorkshire Water may shortlist suppliers if necessary, based on quality and price thresholds. Following initial evaluation, Yorkshire Water reserves the right to enter into negotiation or clarification with one or more tenderers to refine technical or commercial proposals, ensuring value for money and compliance with regulations. Revised submissions (if applicable) will be evaluated to identify the Most Advantageous Tender. The award decision will be made in accordance with Yorkshire Water's governance processes, and all participants will be notified of the outcome with feedback provided. Contract commencement is anticipated in July 2026, following completion of the standstill period and final approvals."
        },
        "aboveThreshold": true,
        "submissionMethodDetails": "Tenders must be submitted electronically via SAP Ariba, Yorkshire Water's e-procurement portal. https://s1-eu.ariba.com/Sourcing/Main/aw?awh=r&awssk=fy5dbBftDhoBNSzh&realm=YorkshireWater&dard=1#b0 Suppliers not yet registered must complete registration prior to submission. All communications, clarifications, and tender submissions must be made through the SAP Ariba portal. If you have not been invited to this tender but wish to participate, please email Professionalservicetenders@yorkshirewater.co.uk so that we can issue an invitation via SAP Ariba. Tenders submitted by email or post will not be accepted.",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "expressionOfInterestDeadline": "2026-04-17T23:59:59+01:00",
        "awardPeriod": {
            "endDate": "2026-07-17T23:59:59+01:00"
        },
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "032174-2026",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/032174-2026",
                "datePublished": "2026-04-09T09:33:29+01:00",
                "format": "text/html"
            }
        ]
    },
    "language": "en"
}