Customer Valuation and Insights PR24 Framework
A Utilities Contract Notice
by YORKSHIRE WATER SERVICES LIMITED
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 5 year
- Value
- £2M
- Sector
- PROFESSIONAL
- Published
- 05 Feb 2021
- Delivery
- To 06 May 2027 (est.)
- Deadline
- 08 Mar 2021 16:00
Concepts
Location
BRADFORD
2 buyers
- Yorkshire Water Services Bradford
Description
As a business, Yorkshire Water Services (YWS) is regulated by Ofwat and as such, Ofwat conducts Price Reviews every five years to ensure our customer's needs and interests are being met, as well as our legal, environmental and social obligations. The last two Ofwat Price Reviews have placed a particularly strong emphasis on the role of customer engagement. Ofwat expects companies to listen to their customers to understand their preferences and priorities and reflect these in all aspects of their business operations, including their business plans. Customer engagement is considered as important as the daily services YWS provides to its customers by Ofwat, and YWS anticipates more customer research than ever before over this next AMP period. With the 2024 Price Review (PR24) on the horizon, YWS is looking to appoint a number of experienced market research agencies and consultancies to support YWS with business readiness and customer engagement across two separate tender Lots. LOT 1 - Customer Valuation (Willingness to Pay/Stated Preference/Revealed Preference Study). A consultant led study designed to provide a customer driven economic valuation of the services YWS offer (Willingness to Pay). Estimated Total for Lot 1 = between £220,000 - £400,000 Term: The initial term is 18 months, with an option to extend for a further 12 months. LOT 2 - Insights PR24 Framework. Framework designed to support the delivery of small to large scale market research projects to inform YWS' Ofwat 2024 Price Review (PR24) and support with business as usual activities. Estimated total for Lot 2 = £1.3 - 1.5m Term: The initial term is 48 months, with an option to extend for a further 12 months. Further details for both Lots can be found in the relevant Lot section of this notice.
Lot Division
| 1 | Customer Valuation
Yorkshire Water Services (YWS) intends to award a contract for obtaining an economic valuation of the services it offers. This contract will be a consultant led study including the undertaking of Willingness to Pay/Stated Preference/Revealed Preference Studies, specifically for Regulation and Investment Strategy teams. The study should outline which services are most important to our customers, and the value that YWS customer's place on these services. For example, how much customers are willing to pay for a % reduction in leakage in the context of bills, performance, comparative performance, direction of travel and ambition and the six capitals. YWS is looking for an experienced consultant who can provide the following professional services, including but not limited to: • Experience of managing a stream of work (market research, economists, innovators in methodology, peer reviewer etc) all designed to provide economic valuations/ customer willingness to pay for services which align with YWS' DMF (Decision Making Framework). • An ability to apply 'big' company data to ascertain economic values or to support those obtained from primary and secondary research • Ability to use triangulation methodologies to strengthen customer values • A broad range of innovative methodologies. For example, AI techniques. • Experience of working with companies in the Water or equivalent industry. |
| 2 | Insights PR24 Framework
Yorkshire Water Services (YWS) intends to implement a framework with a variety of experienced market research agencies that will provide support with a series of small to large scale market research projects. These projects will help to inform YWS' Ofwat 2024 Price Review (PR24) and support with business as usual activity. YWS are looking for market research agencies who can provide the following types of professional services, including but not limited to: • Regionally representative qualitative research - focus groups, telephone interviews, face to face and online interviews, B2B qualitative experience, online qualitative experience, stakeholder qualitative research and vulnerable customer qualitative research experience and the ability to conduct much of this research online in the current climate. • Regionally representative quantitative research experience including - telephone interviews, face to face and online interviews, hall test experience, exit interview, statistical techniques, online quantitative research survey experience. Online/offline quantitative research experience with vulnerable customers and B2B audiences • Customer website/app review experience including eye tracking, heat maps and user experience • Innovative methodologies in market research. For example, AI techniques. • Behavioural economics experience • Experience of working with companies in the Water or equivalent industry |
CPV Codes
- 79300000 - Market and economic research; polling and statistics
Indicators
- Restrictions apply to the lot award allocation.
- Bids should cover one or more lots.
- Bids should cover the whole contract.
- Renewals are available.
- Award on basis of price and quality.
Reference
- FTS 002380-2021