Section one: Contracting authority/entity
one.1) Name and addresses
NORTHERN GAS NETWORKS LIMITED
1100 Century Way
Colton Leeds
LS158TU
Contact
Danielle Mangham
Country
United Kingdom
Region code
UKE42 - Leeds
Companies House
NORTHERN GAS NETWORKS LIMITED
Internet address(es)
Main address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Satisfaction Surveys
two.1.2) Main CPV code
- 79342311 - Customer satisfaction survey
two.1.3) Type of contract
Services
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement at the time of conclusion of the contract:
As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivized to deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a responsibility of the contractor is to support meeting these requirements.
All requirements apply across each company's various network areas and are as follows:
• Ofgem RIGS only surveying for the below customer processes:
- Emergency Response & Repair
- Planned Work
- Connection Services
• Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes
Survey methods:
• Postal / Telephone interview / Email providing link to online survey
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
60
Section four. Procedure
four.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2019/S 212-521277
Section five. Award of contract/concession
Contract No
Agreement for the Provision of Customer Satisfaction Surveys
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
1 April 2021
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Explain Market Research Limited
Newcastle upon Tyne
NE1 4PG
Country
United Kingdom
NUTS code
- UKC2 - Northumberland and Tyne and Wear
Companies House
Explain Market Research Limited
The contractor/concessionaire is an SME
No
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £2,469,142
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Northern Gas Networks Limited
Leeds
Country
United Kingdom
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 79342311 - Customer satisfaction survey
seven.1.3) Place of performance
NUTS code
- UK - United Kingdom
seven.1.4) Description of the procurement:
As regulated companies, the GDNs are required to operate within a regulatory framework which is managed
through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to
deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted
customers across Connection Services, Mains Replacement and Emergency Response and Repair.
Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and
Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a
responsibility of the contractor is to support meeting these requirements.
All requirements apply across each company's various network areas and are as follows:
• Ofgem RIGS only surveying for the below customer processes:
- Planned Work
- Connection Services
• Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes
Survey methods:
• Postal / Telephone interview / Email providing link to online survey
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Duration in months
60
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£2,469,142
seven.1.7) Name and address of the contractor/concessionaire
Explain Market Research Limited
Newcastle upon Tyne
NE1 4PG
Country
United Kingdom
NUTS code
- UKC2 - Northumberland and Tyne and Wear
Companies House
Explain Market Research Limited
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
The main scope of the contract remains the same, including: Ofgem RIGs surveys for Emergency Response & Repair, Planned Work, Connections Services and additional Non Rigs surveys to boost feedback volumes across 3 customer processes. Survey methods: Postal, Telephone interview, Email link to online survey.
Modification details - Increased costs for 25/26 linked to increased postal costs which have been applied each year and additional postal surveys for ERR work where no contact telephone number is available (introduced at end of Y2 of contract).
seven.2.2) Reasons for modification
Need for additional works, services or supplies by the original contractor/concessionaire.
Description of the economic or technical reasons and the inconvenience or duplication of cost preventing a change of contractor:
An above threshold tender was completed and awarded back in 2021, A modification notice has been issued due to the cost increase of postal costs which have been applied and additional postal surveys. A new joint above threshold tender event is currently being started with all GDN's for this service.
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £419,668
Total contract value after the modifications
Value excluding VAT: £475,003