Section one: Contracting entity
one.1) Name and addresses
Rail Delivery Group
First Floor, North, 1 Puddle Dock
London
EC4V 3DS
Contact
Tosin Sanusi
tosin.sanusi@raildeliverygroup.com
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://www.raildeliverygroup.com/
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
https://raildeliverygroup.tlb.app.jaggaer.com/go/569321560191D6636861
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://raildeliverygroup.tlb.app.jaggaer.com/go/569321560191D6636861
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
National Insights Survey
two.1.2) Main CPV code
- 73110000 - Research services
two.1.3) Type of contract
Services
two.1.4) Short description
RDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025. This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services. The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth.
The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over. Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders. Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information.
Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level. RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data.
Interested parties are invited to participate in the tender process through RDG’s eProcurement system, where they can access the full tender documentation and submit their proposals. For more details and to respond to this notice, please visit the link below:
https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A
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
- 79300000 - Market and economic research; polling and statistics
- 79310000 - Market research services
- 79342000 - Marketing services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a Rail Customer Experience Survey that will provide ongoing, reliable insights into passenger experiences across Great Britain.
Nature of Services:
• Continuous Data Collection: The supplier will collect feedback from rail passengers aged 16+ during each rail period, covering the entire customer journey from planning to post-travel. This data must be representative of the rail population and enable analysis at the local, regional, and national levels.
• Automated Reporting: The supplier must provide RDG with daily access to the survey results via an automated data system. Online responses should be accessible immediately, and paper-based responses within seven days.
• Incentivized Participation: The use of incentives, such as vouchers, is encouraged to improve response rates based on previous field trials.
Quantity of Work:
• Survey Size: The supplier is responsible for delivering between 5,000 and 25,000 completed questionnaires per rail period, depending on the methodology and sampling plan agreed upon.
• Fieldwork Management: The supplier will deploy trained fieldworkers to collect data across the rail network, ensuring sample targets are met. Contingency plans for rail delays and disruptions must be in place.
• Data Security: All data must be processed securely in compliance with GDPR, with personal data appropriately handled and protected.
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 option to extend will be for up to a further 2 years as increments of no less than 12 months
two.2.9) Information about the limits on the number of candidates to be invited
Maximum number: 5
two.2.10) Information about variants
Variants will be accepted: Yes
two.2.11) Information about options
Options: No
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
three.1.4) Objective rules and criteria for participation
List and brief description of rules and criteria
Please refer to the tender documents for more information
three.1.7) Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them
Please refer to the tender documents for more information
three.1.8) Legal form to be taken by the group of economic operators to whom the contract is to be awarded
Please refer to the tender documents for more information
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
Please refer to the tender documents for more information
three.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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.2.2) Time limit for receipt of tenders or requests to participate
Date
25 September 2024
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
21 October 2024
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 12 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.4) Procedures for review
six.4.1) Review body
Rail Delivery Group
First Floor North, 1 Puddle Dock,
London,
EC4V 3DS
Telephone
+44 2078418000
Country
United Kingdom