Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
UK Power Networks (Operations) Ltd
03870728
Newington House, 237 Southwark Bridge Road
London
SE1 6NP
UK
E-mail: gulhayat.eren@ukpowernetworks.co.uk
NUTS: UK
Internet address(es)
Main address: https://www.ukpowernetworks.co.uk/
I.1) Name and addresses
Electricity North West Ltd
2366949
304 Bridgewater Place, Birchwood Park
Warrington
WA3 6XG
UK
E-mail: madeleine.anderton@enwl.co.uk
NUTS: UK
Internet address(es)
Main address: https://www.enwl.co.uk/
I.1) Name and addresses
Northern Powergrid Ltd
3271033
Lloyds Court, 78 Grey Street
Newcastle Upon Tyne
NE1 6AF
UK
E-mail: sarah.dutson@northernpowergrid.com
NUTS: UK
Internet address(es)
Main address: http://www.northernpowergrid.com/
I.1) Name and addresses
Scottish Power UKL Plc
SC117120
Scottish Power House, 10th Floor, 320 St Vincent Street
Glasgow
G2 5AD
UK
E-mail: stephen.hannah@scottishpower.com
NUTS: UK
Internet address(es)
Main address: https://www.spenergynetworks.co.uk/
I.1) Name and addresses
Scottish and Southern Energy Power Distribution Ltd (SSEPD)
SC213459
Inveralmond House, 200 Dunkeld Road
Perth
PH1 3AQ
UK
E-mail: Sandra.Purdie@sse.com
NUTS: UK
Internet address(es)
Main address: https://www.ssen.co.uk/Home/
I.1) Name and addresses
Western Power Distribution
02366894, 02366985, 02366923 and 03600574
Avonbank, Feeder Road
Bristol
BS2 0TB
UK
E-mail: jpgould@westernpower.co.uk
NUTS: UK
Internet address(es)
Main address: https://www.westernpower.co.uk/
I.2) Joint procurement
The contract involves joint procurement
I.6) Main activity
Electricity
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Broad Measure of Customer Services
Reference number: PE1-0031-2018
II.1.2) Main CPV code
79311000
II.1.3) Type of contract
Services
II.1.4) Short description
Broad measure of customer services.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
/ Highest offer:
II.2) Description
II.2.2) Additional CPV code(s)
79311210
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
For the purpose of the price control and encouraging consistently good service, Ofgem introduced a customer service incentive for the 14 licensed DNOs in the UK- the Broad Measure of Customer Satisfaction (BMoCS) which seeks to motivate DNOs to satisfy customers, deal with complaints quickly and effectively, and engage with stakeholders to inform how they run their business. The BMoCS encompasses several performance metrics, the largest of which is a telephone based customer satisfaction survey to customers who have recently received a service from one of the DNO's. As a requirement from Ofgem, all DNOs must jointly tender for their requirements and select a service provider to undertake the broad measure of satisfaction survey. The benefit of joint tender is that the incentives or penalties awarded (based on the survey results) are based on fair and equal approaches and methodology of the survey consistent across DNOs.
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2018/S 090-205207
Section V: Award of contract
Contract No: MAA-20180328
Title: Broad Measure of Customer Services
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
13/11/2018
V.2.2) Information about tenders
Number of tenders received: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Explain Market Research Ltd
48 Leazes Park Road
Newcastle upon Tyne
NE1 4PG
UK
NUTS: UKC
The contractor is an SME:
No
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
UK Power Networks (Operations) Ltd, Electricity North West Ltd, Northern Powergrid Ltd, Scottish Power UK Plc, Scottish and Southern Energy Power Sistribution Ltd, Western Power Distribution
United Kingdom
UK
VI.5) Date of dispatch of this notice
12/12/2018