Section one: Contracting authority
one.1) Name and addresses
Ordnance Survey Limited
Explorer House, Adanac Drive
Southampton
SO16 0AS
Contact
Caroline Eadie
Country
United Kingdom
NUTS code
UKJ32 - Southampton
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
Mapping
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Sentiment Tracking
Reference number
BS.0295
two.1.2) Main CPV code
- 73110000 - Research services
two.1.3) Type of contract
Services
two.1.4) Short description
Ordnance Survey Ltd (OS) is Britain’s mapping agency and is responsible for the surveying, production, maintenance and marketing of a wide range of geographic information, relied on by government, business and individuals. Further information on us can be found on our website http://www.os.uk. OS is a private limited company (company registration number 09121572), and the entire share capital is owned by the Department for Science, Innovation and Technology. To help drive customer experience improvements on the customer moments that matter most, OS is seeking an innovative and technologically advanced supplier capable of providing a platform that can generate actionable insights about important aspects of the customer journey/experience.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are seeking a suppli
two.1.5) Estimated total value
Value excluding VAT: £585,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 73110000 - Research services
two.2.3) Place of performance
NUTS codes
- UKJ32 - Southampton
two.2.4) Description of the procurement
Ordnance Survey Ltd (OS) is Britain’s mapping agency and is responsible for the surveying, production, maintenance and marketing of a wide range of geographic information, relied on by government, business and individuals. Further information on us can be found on our website http://www.os.uk. To help drive customer experience improvements on the customer moments that matter most, OS is seeking an innovative and technologically advanced supplier capable of providing a platform that can generate actionable insights about important aspects of the customer journey/experience.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are seeking a supplier that can provide continuity of tracking for existing surveys whilst also providing ‘thought leadership’ to help progress and develop our programme of insight and reinvigorate interest internally about acting on customer feedback.Survey responses to website surveys and email surveys have been declining over time and so the chosen supplier should help advise on how to increase and improve customer engagement with the programme.The full functionality of survey SaaS should be accessible to 4 members of the Customer team and approx. a further 26 OS employees will need some form of access the system to support contact list integration and to view dashboards and results. The survey software should be easy to use and allow for growth in the OS programme over time. Currently, over the course of a year OS will receive approx. 60,000 responses, and website/on-page surveys will create approx. 48 million page views. A new strategy was launched for Ordnance Survey’s (OS) in 2024 focused on providing better data, growing to more destinations and operating with greater effectiveness. The term of the contract will be for an initial 3 years, with an optional 2 year extension.The OS Customer Insight Team are seeking a supplier who can work in partnership with them to help the business achieve its strategy. The partnership should seek to continuously improve the insight provided to the business, by measuring new customer journey touchpoints, deeper analysis or refining the techniques used to capture or report insights.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
The term of the contract will be for 3 years, with an option to extend the contract annually for 2 years. Therefore if all extensions were taken the full term of the contract would be for 5 years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
The term of the contract will be for 3 years, with an option to extend the contract annually for 2 years. Therefore if all extensions were taken the full term of the contract would be for 5 years.
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
21 March 2025
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.7) Conditions for opening of tenders
Date
21 March 2025
Local time
12:00pm
Place
UK
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: Estimated timing for further notices to be published: 3-5 years
six.4) Procedures for review
six.4.1) Review body
High Courts of Justice
London
WC2A2LL
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
In accordance with Regulation 86 (notices of decisions to award a contract), Regulation 87 (standstill period) and Regulations 91 (enforcement of duties through the Court) of the Public Contracts Regulations 2015 (as amended).