---
title: "Assessing Innovation in Customer Engagement for PR19"
ocid: "ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WATER SERVICES REGULATION AUTHORITY"
published: "2017-03-27"
---

# Assessing Innovation in Customer Engagement for PR19

Buyer: WATER SERVICES REGULATION AUTHORITY  
Current stage: Award  
OCID: ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458

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## Summary

The procurement process, initiated by the WATER SERVICES REGULATION AUTHORITY, is titled "Assessing Innovation in Customer Engagement for PR19". It falls within the business and management consultancy services sector and is conducted in several locations including the West Midlands and London, United Kingdom. Currently, the procurement stage is complete, with the contract awarded on 7th February 2017. The contract period spans from 9th February 2017 to 31st March 2017. The procurement method utilised was an open procedure, which allows for greater transparency and access for potential suppliers.

This tender presents significant opportunities for businesses, particularly those specialising in innovative customer engagement strategies and consultancy services within the water or related sectors. Small and medium-sized enterprises (SMEs) that focus on developing frameworks for assessing and enhancing customer engagement would find this contract especially relevant. Furthermore, organisations that can demonstrate best practices or proven methodologies in the water sector may be well-positioned to compete for similar future contracts, driving their growth in this industry.

## Notice

Price Reviews One of the ways in which we deliver our duties is to set the price, investment and service package that water customers receive. This includes controlling the prices that water companies can charge their customers and is called a "Price Review". We currently carry out a review of these price limits every five years. We intend to consult on the way we set price controls (our 'methodology') in July 2017, and set final price limits in December 2019 which will affect water bills from 2020. As we are working towards delivering our decisions by December 2019, we are currently within the period of "PR19". As part of the PR19 process, water companies develop business plans for the services they plan to deliver for the period 2020-2025 and submit these to us to review. The review contains tests for quality in certain areas. For PR14, this process was called a risk-based review (RBR). The overall objective of the project is to identify the best way for Ofwat to assess innovation in the customer engagement techniques used by water companies to create their business plans for the period 2020-2025. We require the Contractor to achieve this by carrying out the Key Tasks listed below. Scope of Work and Key Tasks The Contractor will: 1) Provide context / background information on assessing innovation in customer engagement. 2) Identify case studies and/or examples of the latest best practice in innovative customer engagement techniques in the water sector, or other closely comparable sectors. 3) Develop a framework that Ofwat can apply to assess the quality and extent of innovation in customer engagement reflected in water companies' business plans as part of the RBR process for PR19. 4) Produce a framework that Ofwat can apply to evaluate the quality and acceptability of experiments / pilots / tests including Randomised Control Trials (RCTs), which companies have carried out to understand their customers' priorities, needs, requirements and behaviours.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a7a55eb1-fb2b-4671-9089-adeea435aa7d |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Mar 2017 |
| Submission deadline | 30 Jan 2017 |
| Future notice date | Not specified |
| Award date | 7 Feb 2017 |
| Contract period | 9 Feb 2017 - 31 Mar 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £39,850 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WATER SERVICES REGULATION AUTHORITY |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B5 4UA |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLG West Midlands (England), TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | AVALON BEHAVIOUR VENTURES LTD T/A THE BEHAVIOURALIST |

## CPV Codes

### Divisions

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

### Codes

- 79410000 - Business and management consultancy services

## Release History

- 27 Mar 2017 at 14:13 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a7a55eb1-fb2b-4671-9089-adeea435aa7d
- 20 Mar 2017 at 15:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a7a55eb1-fb2b-4671-9089-adeea435aa7d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a7a55eb1-fb2b-4671-9089-adeea435aa7d
  27th March 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/17ebba7a-1e9c-4e08-9d60-b658c40bf69e

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-90a62428-1236-4969-b73d-b14a18c3a458.json.