{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-054ee4-2025-06-18T11:21:53+01:00",
    "date": "2025-06-18T11:21:53+01:00",
    "ocid": "ocds-h6vhtk-054ee4",
    "initiationType": "tender",
    "tender": {
        "id": "ocds-h6vhtk-054ee4",
        "legalBasis": {
            "id": "32014L0025",
            "scheme": "CELEX"
        },
        "title": "Customer Satisfaction Surveys",
        "classification": {
            "scheme": "CPV",
            "id": "79342311",
            "description": "Customer satisfaction survey"
        },
        "mainProcurementCategory": "services",
        "lots": [
            {
                "id": "1",
                "description": "As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a responsibility of the contractor is to support meeting these requirements. All requirements apply across each company's various network areas and are as follows: * Ofgem RIGS only surveying for the below customer processes: - Planned Work - Connection Services * Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes Survey methods: * Postal / Telephone interview / Email providing link to online survey",
                "contractPeriod": {
                    "durationInDays": 1800
                }
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "UK"
                    }
                ],
                "relatedLot": "1"
            }
        ]
    },
    "awards": [
        {
            "id": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-Explain Market Research Limited",
                    "name": "Explain Market Research Limited"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-COH-NORTHERN GAS NETWORKS LIMITED",
            "name": "NORTHERN GAS NETWORKS LIMITED",
            "identifier": {
                "legalName": "NORTHERN GAS NETWORKS LIMITED",
                "id": "NORTHERN GAS NETWORKS LIMITED",
                "scheme": "GB-COH"
            },
            "address": {
                "streetAddress": "1100 Century Way",
                "locality": "Colton Leeds",
                "region": "UKE42",
                "postalCode": "LS158TU",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Danielle Mangham",
                "email": "dmangham@northerngas.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.northerngasnetworks.co.uk"
            }
        },
        {
            "id": "GB-COH-Explain Market Research Limited",
            "name": "Explain Market Research Limited",
            "identifier": {
                "legalName": "Explain Market Research Limited",
                "id": "Explain Market Research Limited",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "Newcastle upon Tyne",
                "region": "UKC2",
                "postalCode": "NE1 4PG",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large"
            }
        },
        {
            "id": "GB-FTS-15057",
            "name": "Northern Gas Networks Limited",
            "identifier": {
                "legalName": "Northern Gas Networks Limited"
            },
            "address": {
                "locality": "Leeds",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-COH-NORTHERN GAS NETWORKS LIMITED",
        "name": "NORTHERN GAS NETWORKS LIMITED"
    },
    "contracts": [
        {
            "id": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
            "awardID": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
            "status": "active",
            "value": {
                "amount": 475003,
                "currency": "GBP"
            },
            "dateSigned": "2021-04-01T00:00:00+01:00",
            "period": {
                "durationInDays": 1800
            },
            "items": [
                {
                    "id": "1",
                    "classification": {
                        "scheme": "CPV",
                        "id": "79342311",
                        "description": "Customer satisfaction survey"
                    },
                    "deliveryAddresses": [
                        {
                            "region": "UK"
                        }
                    ],
                    "relatedLot": "1"
                }
            ],
            "amendments": [
                {
                    "id": "1",
                    "description": "The main scope of the contract remains the same, including: Ofgem RIGs surveys for Emergency Response & Repair, Planned Work, Connections Services and additional Non Rigs surveys to boost feedback volumes across 3 customer processes. Survey methods: Postal, Telephone interview, Email link to online survey. Modification details - Increased costs for 25/26 linked to increased postal costs which have been applied each year and additional postal surveys for ERR work where no contact telephone number is available (introduced at end of Y2 of contract).",
                    "rationale": "Need for additional works, services or supplies by the original contractor/concessionaire: An above threshold tender was completed and awarded back in 2021, A modification notice has been issued due to the cost increase of postal costs which have been applied and additional postal surveys. A new joint above threshold tender event is currently being started with all GDN's for this service."
                }
            ]
        }
    ],
    "links": [
        {
            "rel": "prev",
            "href": "https://ted.europa.eu/udl?uri=TED:NOTICE:521277-2019:TEXT:EN:HTML"
        }
    ],
    "language": "en"
}