Award

Swan Housing Customer Segmentation and Journey Mapping 2021

SWAN HOUSING ASSOCIATION LIMITED

This public procurement record has 1 release in its history.

Award

16 Aug 2021 at 20:00

Award Notice
Summary of the contracting process

Swan Housing Association Limited is conducting a procurement process titled "Swan Housing Customer Segmentation and Journey Mapping 2021". This project, falling under the "Research and development services and related consultancy services" category, aims to better understand customer segmentation and journey mapping. The procurement method adopted is selective, executed as a call-off from a dynamic purchasing system. The tender period has ended on 1st April 2021, with the contract period commencing on 22nd April 2021 and concluding on 31st December 2021. The awarded contract has a total value of £57,878.84, and it is located in the East of England.

This tender presents a valuable opportunity for consultancy firms, especially small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) that specialise in customer experience and research. Businesses that possess expertise in developing customer personas, journey mapping, and qualitative research methods would be well-positioned to engage in this procurement process. By participating, these businesses could expand their clientele and enhance their reputation within the public sector, opening doors for future contracts and collaborations.

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Notice Information

Notice Title

Swan Housing Customer Segmentation and Journey Mapping 2021

Notice Description

Specifically, we want to achieve the following by partnering with an external consultant: * Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers; * Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/195b6b0f-47e0-4dba-aa1c-912f070c9532
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

73000000 - Research and development services and related consultancy services

79342300 - Customer services

Notice Value(s)

Tender Value
£57,878 Under £100K
Lots Value
Not specified
Awards Value
£57,878 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
16 Aug 20214 years ago
Submission Deadline
1 Apr 2021Expired
Future Notice Date
Not specified
Award Date
21 Apr 20214 years ago
Contract Period
17 May 2021 - 31 Dec 2021 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
SWAN HOUSING ASSOCIATION LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BILLERICAY
Postcode
CM12 9XY
Post Town
Chelmsford
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH37 Essex Thames Gateway
Delivery Location
Not specified
Local Authority
Basildon
Electoral Ward
Billericay East
Westminster Constituency
Basildon and Billericay

Supplier Information

Number of Suppliers
1
Supplier Name

MEL RESEARCH

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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