#27036 - Customer Insights Framework

Tender description

It is clear that a significant number of factors which shape the way in which we develop our strategic plans have changed since the start of the Covid 19 Pandemic in February 2020. We must ensure that we use insight to support the delivery of masterplans to ensure they consider both the needs of our current rail users, as well as the needs of ‘non rail users’ and the communities in which our Stations are a part of. It is expected that the successful tender will provide Scotland’s Railway with expertise and guidance on developing the appropriate insight framework that enables us to create action plans to support the identification of requirements to improve our offering as well as increasing passenger volumes across our network, and ultimately drive towards a railway that will support the Scottish Government’s ambitions for a carbon Net Zero society. A Nil value framework will be procured under a measured term form of services agreement. This will cover the entirety of the Scotland region and each commission is expected to gather and analyse customer insights within a particular geographical area within the country. The framework is expected to run for three years, however an option for additional extensions totalling 5 years will be added to allow this service to run for longer if it is deemed necessary. The value to go through the framework is expected to be in the region of £2.5m, to accommodate emerging scope the cap will be set at £4.5m