Section one: Contracting entity
one.1) Name and addresses
YORKSHIRE WATER SERVICES LIMITED
Western House,Western Way, Buttershaw
BRADFORD
BD62SZ
Contact
Mariia Sazonova
Mariia.Sazonova@yorkshirewater.co.uk
Telephone
+44 7397133614
Country
United Kingdom
NUTS code
UKE41 - Bradford
Internet address(es)
Main address
https://www.yorkshirewater.com/
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Valuation and Insights PR24 Framework
Reference number
CM2022
two.1.2) Main CPV code
- 79300000 - Market and economic research; polling and statistics
two.1.3) Type of contract
Services
two.1.4) Short description
s 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).
CANCELLED and bidders notified
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.
two.1.6) Information about lots
This contract is divided into lots: Yes
two.2) Description
two.2.1) Title
Customer Valuation
Lot No
1
two.2.2) Additional CPV code(s)
- 79300000 - Market and economic research; polling and statistics
two.2.3) Place of performance
NUTS codes
- UKE - Yorkshire and the Humber
two.2.4) Description of the procurement
This lot has been CANCELLED and all bidders notified.
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.
two.2.11) Information about options
Options: No
two.2) Description
two.2.1) Title
Insights PR24 Framework
Lot No
2
two.2.2) Additional CPV code(s)
- 79300000 - Market and economic research; polling and statistics
two.2.3) Place of performance
NUTS codes
- UKE - Yorkshire and the Humber
two.2.4) Description of the procurement
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
two.2.5) Award criteria
Quality criterion - Name: Account management / Weighting: 17.5%
Quality criterion - Name: Research scenario (large/medium/small) / Weighting: 52.5%
Cost criterion - Name: Cost for quantitative research / Weighting: 10%
Cost criterion - Name: Cost for qualitative research / Weighting: 10%
two.2.11) Information about options
Options: Yes
Description of options
Maximum of 4 years
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-002380
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
11 April 2022
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
Accent Marketing & Research Limited
Chiswick
Gate London
W4 5RT
Country
United Kingdom
NUTS code
- UKI - London
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
BMG Research Limited
Birmingham
B15 3BE
Country
United Kingdom
NUTS code
- UKG - West Midlands (England)
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Blue Marble Research Limited
Stratton on the Fosse
BA3 4QF
Country
United Kingdom
NUTS code
- UKK - South West (England)
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
DJS Research Ltd
Stockport
SK6 7GH
Country
United Kingdom
NUTS code
- UKD - North West (England)
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Impact Research Limited
Walton-on-Thames
KT12 2TZ
Country
United Kingdom
NUTS code
- UKC - North East (England)
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
PricewaterhouseCoopers LLP
London
WC2N 6RH
Country
United Kingdom
NUTS code
- UKI - London
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
QA Research Ltd
York
YO1 6JD
Country
United Kingdom
NUTS code
- UKE - Yorkshire and the Humber
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £1,500,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Yorkshire Water Services Limited
Bradford
BD6 2SZ
Country
United Kingdom