gvtcx

Ofwat Residential Customer Segmentation Project - Phase 1

WATER SERVICES REGULATION AUTHORITY Published 17 May 2018 Contracts Finder
The value below is a framework or dynamic market ceiling: the maximum that could be spent across all call-offs, not the value of a single contract. Aggregate figures on this site exclude these to avoid double counting.

key details

Statuscomplete
Category (CPV) 79400000
RegionWest Midlands, London
Deadline11 Jan 2018
Contract start29 Jan 2018
Contract end30 Mar 2018
Procedureselective
SME suitableYes
OCIDocds-b5fd17-44aeef58-2abb-4edb-89c8-4d4cfb088205

Award

SupplierValueDateStatus
CAMBRIDGE ECONOMIC POLICY ASSOCIATES LIMITED £49,480 22 Jan 2018 active

description

Objectives

To successfully deliver an impactful and relevant customer segmentation model for Ofwat, we believe that the chosen model not only needs to enhance our evidence base, support our regulatory work and enable our organisation to gain a better understanding of water customers in general, but will need to be a meaningful tool across our programmes, enabling specific programmes to deliver better outcomes for customers.

In order to achieve these goals, we identified several objectives that have to be met when delivering this project.

The proposed segmentation model will enable Ofwat to:

1.Gain a better understanding of the wants and needs of water customers and be able to better protect the interest of customers - with specific regards to customers in situations of vulnerability (as highlighted in our statutory duties).
2.Provide a common language across Ofwat relating to customer segments, to be used when designing policies.
3.Better challenge the sector in making sure customers who are eligible are receiving financial and non- financial help.
4.Better challenge the sector in reducing bad debt, whilst staying in line with Ofwat's guidance on debt collection.
5.Better scrutinise companies' PR19 business plans' affordability, vulnerability, customer service and engagement content.
6.Better challenge companies' charging schemes rules in cases where companies' approaches are not sufficiently evidenced and would fail to consider specific customer segments and needs.

Scope

When studying the potential benefits of segmenting residential customers, we concluded that most of these benefits would be realised if we would have a better understanding of customers and different customer segments in vulnerable situations.

Our initial assumption therefore is that our segmentation model should be principally focussed on customer data and consumer information that would enable us to better understand the different dimensions of vulnerability and affordability. We understand that some of the data and consumer information we need to develop our segmentation will be available internally, or might be provided by an external organisation in the future.

The scope of the required work includes:

•Carrying out a desktop research of existing customer segmentation models delivered by various regulators across different sectors focussing on data that enables a better understanding of financial and non-financial aspects of vulnerability.
•Studying internally available Ofwat data and data that Ofwat could potentially get access to via other organisations, to enable us to better understand how we could overlay datasets and better scope our own work.
•Submitting a final proposal, including at least three options for the approach Ofwat should adopt for its customer segmentation.

notice history

1 notice published against this procurement.

PublishedTypeRegimeNotice
17 May 2018 Award update (awardUpdate) · 820c2c15-8dec-4534-a7f1-73e5b05fc912-216800

more from WATER SERVICES REGULATION AUTHORITY

all contracts from this buyer →

similar contracts awarded

Other awarded contracts in the same category. Useful for seeing who normally wins this kind of work, and at what value.

source

Published on Contracts Finder. Contact details for named individuals are not reproduced on this site.