---
title: "Contract for The Evaluation of the Impact of Business Rates Appeals Reform on Customer Experience"
ocid: "ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "VALUATION OFFICE AGENCY"
published: "2016-11-29"
---

# Contract for The Evaluation of the Impact of Business Rates Appeals Reform on Customer Experience

Buyer: VALUATION OFFICE AGENCY  
Current stage: Award  
OCID: ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05

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## Summary

The Valuation Office Agency (VOA) has awarded a contract titled "Contract for The Evaluation of the Impact of Business Rates Appeals Reform on Customer Experience," focusing on market and economic research. This initiative is part of a broader reform of the business rates appeals system scheduled to roll out in April 2017. The contract period spans from 3rd November 2016 to 28th December 2018, with the tender having been completed as of 29th July 2016. The procurement method employed was an open procedure, allowing a wide range of participatory suppliers.

This project presents significant growth opportunities for businesses specialising in market and economic research, particularly small and medium-sized enterprises (SMEs). As the new system will directly affect business rates customers and their representatives, firms that can provide analytical insights and assess customer experiences related to the appeals process will be well-positioned to compete. With an evaluation aimed at understanding the system's impact, suppliers that can demonstrate expertise in customer experience analytics and reform assessment will likely find valuable opportunities within this contract.

## Notice

The VOA is working to deliver a new policy reforming the business rates appeals system. The new system will be rolled out in April 2017, and will impact business rates customers who contest their rateable value, and their professional representatives. An evaluation of this new system is required to assess the impact of the change on customer experience of interacting with the VOA.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7fcc14ff-b2ab-4004-aed4-9d48c0cb5ba2 |
| 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 | 29 Nov 2016 |
| Submission deadline | 29 Jul 2016 |
| Future notice date | Not specified |
| Award date | 1 Nov 2016 |
| Contract period | 3 Nov 2016 - 28 Dec 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| 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 | VALUATION OFFICE AGENCY |
| Locality | LONDON |
| Post town | West London |
| Postcode | W1D 5BU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | West End |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ICF CONSULTING SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79300000 - Market and economic research; polling and statistics

## Release History

- 29 Nov 2016 at 10:43 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7fcc14ff-b2ab-4004-aed4-9d48c0cb5ba2

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7fcc14ff-b2ab-4004-aed4-9d48c0cb5ba2
  29th November 2016 - Awarded contract notice on Contracts Finder

## 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-b26322ad-55a0-4228-aaf2-da8593fcbe05. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b26322ad-55a0-4228-aaf2-da8593fcbe05.json.