---
title: "Scotland's Railway - Customer Insights Framework"
ocid: "ocds-h6vhtk-030508"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030508"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-030508.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-030508.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "NETWORK RAIL INFRASTRUCTURE LTD"
published: "2021-12-22"
---

# Scotland's Railway - Customer Insights Framework

Buyer: NETWORK RAIL INFRASTRUCTURE LTD  
Current stage: Tender  
OCID: ocds-h6vhtk-030508

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030508)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-030508.json)

## Summary

The procurement process for the "Customer Insights Framework" is being managed by Network Rail Infrastructure Ltd, a key player in the railway services sector based in London, UK. The tender falls under the services category, specifically focusing on market and economic research, with a value of £4,500,000. The current procurement stage is active, and submissions are due by 31st January 2022. The framework is anticipated to span three years, with potential extensions bringing the total duration to up to eight years.

This tender presents significant opportunities for businesses specialised in market analysis and customer insight services, particularly those familiar with the transport sector. Companies that can demonstrate expertise in developing customer insight frameworks and improving service offerings will be particularly well-positioned to bid successfully. Given the emphasis on supporting a carbon Net Zero ambition, businesses with a sustainable focus may find this tender aligns well with their capabilities and strategic goals.

## Notice

It is expected that the successful tender will provide Scotland's Railway with expertise and guidance on developing the appropriate customer insight framework that enables us to create action plans to support the identification of requirements to improve our offering as well as increasing passenger volumes across our network, and ultimately drive towards a railway that will support the Scottish Government's ambitions for a carbon Net Zero society. This insight will be available for the whole rail industry in Scotland, not only Network Rail, so an end to end view of a passenger's journey (or freight customers transportation of goods) is imperative.

### Lot Information

Lot 1

A Nil value framework will be procured under a measured term form of services agreement. This will cover the entirety of the Scotland region and each commission contract is expected to gather and analyse customer insights within a particular geographical area within the country. Further detail is available within the procurement documents. The framework is expected to run for three years, however an option for additional extensions totalling 5 years will be added to allow this service to run for longer if it is deemed necessary. The value to go through the framework is expected to be in the region of PS2.5m, to accommodate emerging scope the cap will be set at PS4.5m

Options: There will be 3 options to extend the duration of the framework (set out in II.2.7 above).

Renewal: This framework duration may be extended by 24 months, a further 24 months thereafter and then a further 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/032145-2021 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Dec 2021 |
| Submission deadline | 31 Jan 2022 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £4,500,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NETWORK RAIL INFRASTRUCTURE LTD |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 2DN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | TLM Scotland |

## CPV Codes

### Divisions

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

### Codes

- 79300000 - Market and economic research; polling and statistics

## Release History

- 22 Dec 2021 at 22:45 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/032145-2021

## Notice URLs

- https://networkrail.bravosolution.co.uk/
- https://www.networkrail.co.uk/

## 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-h6vhtk-030508. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-030508.json.