Voice of the Customer Platform

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    "id": "ocds-h6vhtk-06ab5f-2026-06-03T09:04:06+01:00",
    "date": "2026-06-03T09:04:06+01:00",
    "ocid": "ocds-h6vhtk-06ab5f",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-02546950",
            "name": "AFFINITY WATER LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "02546950"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PMRZ-1695-VBDV"
                }
            ],
            "address": {
                "streetAddress": "Tamblin Way",
                "locality": "Hatfield",
                "postalCode": "AL10 9EZ",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKH23"
            },
            "contactPoint": {
                "name": "Emily Gresswell",
                "email": "emily.gresswell@affinitywater.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "id": "privateUtility",
                        "scheme": "UK_CA_TYPE",
                        "description": "Private utility"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "id": "GB-COH-02546950",
        "name": "AFFINITY WATER LIMITED"
    },
    "tender": {
        "id": "C-04436",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Voice of the Customer Platform",
        "description": "To appoint a supplier to carry out services to deliver the voice of the customer platform, the outputs of which contribute to our CMEX score. The platform needs the capability to create and send surveys with Affinity Water branding, provide corresponding dashboards and import/export data. The platform helps to place the voice of Affinity Water customers at the centre of our business through identifying the gaps in our current customer experiences, to then improve experiences and satisfaction going forward. The platform should include but is not limited to: * Bespoke surveys sent through email and text, in line with Affinity Water's brand guidelines, fonts and logo. * Ability to access, categorise and analyse data from surveys. * Ability to tailor surveys per process, journey, customer segment, water region etc. and send either instantly or with a delay functionality. * High-quality analysis on the surveys conducted through analytical tools to identify keywords, themes and trends. * Useable and configurable dashboards showing departments, processes, water regions, customer segments etc. * Ability to plug-in for data feeds to other platforms or manually load in data. * Automated ticketing system to prioritise unresolved or dissatisfied customers to 'close the loop'. * AI functionality to interrogate system and answer user specific questions, with quantification of results. * Ability to export through Secure File Transfer Protocol (SFTP). * Ability to access online training and training library. * Ability to capture the voice of our colleagues through feedback.",
        "status": "active",
        "items": [
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                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79342310",
                        "description": "Customer survey services"
                    }
                ],
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                        "region": "UKH",
                        "country": "GB",
                        "countryName": "United Kingdom"
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                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
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                        "region": "UKJ",
                        "country": "GB",
                        "countryName": "United Kingdom"
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                ],
                "relatedLot": "1"
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        ],
        "value": {
            "amountGross": 500000,
            "amount": 417000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "Selection questionnaire (SQ) submissions will be scored in accordance with the criteria defined in the SQ documentation. Suppliers that are shortlisted will be invited to submit a proposal in response to the invitation to tender (ITT). Tender submissions will be evaluated and clarification meetings conducted (virtually or in-person). Affinity Water may negotiate with tenderers and/or request best and final offers (BAFO). The successful tenderer will be awarded the agreement according to the percentage weightings and criteria set out in the ITT."
        },
        "mainProcurementCategory": "services",
        "specialRegime": [
            "utilities"
        ],
        "aboveThreshold": true,
        "submissionMethodDetails": "Please note that this procurement process will be conducted electronically. All documents and communications will be managed through the Affinity Water e-tendering portal called 'In-tend'. If you are interested in this opportunity, please follow the steps below: 1 - Register on our e-procurement portal In-tend (located here: https://in-tendhost.co.uk/affinitywater). 2 - Send an email to emily.gresswell@affinitywater.co.uk by 09:00am on 2nd July 2026 to confirm: i) that your company intends to participate in this process ii) that you have registered your company on In-tend (Please use reference 'C-04436' in the title of the email). Selection questionnaire (SQ) documents will be issued after the registration closing date.",
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            "electronicSubmissionPolicy": "allowed",
            "languages": [
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        "expressionOfInterestDeadline": "2026-07-02T09:00:00+01:00",
        "enquiryPeriod": {
            "endDate": "2026-06-19T12:00:00+01:00"
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        "awardPeriod": {
            "endDate": "2026-09-30T23:59:59+01:00"
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                "suitability": {
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                "contractPeriod": {
                    "startDate": "2027-02-15T00:00:00Z",
                    "endDate": "2029-02-14T23:59:59Z",
                    "maxExtentDate": "2035-02-14T23:59:59Z"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Initial contract period 15th February 2027 - 14th February 2029 The contract will be awarded for an initial term of 2 years with the option to extend for up to six years with a maximum overall term of 8 years."
                }
            }
        ],
        "documents": [
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                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "051849-2026",
                "documentType": "tenderNotice",
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            {
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        "amendments": [
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                "id": "052118-2026",
                "description": "Minor amendment made to the scope of service."
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    "language": "en"
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