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S30125 Integrated Customer Function Development Technical Partnership

National Highways

This public procurement record has 1 release in its history.

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08 Sep 2026 at 11:10

Award Notice
Summary of the contracting process

National Highways Limited procured development consultancy services through its Integrated Customer Function. The appointed supplier is to support improvements to the customer operating model across National Highways and customer-focused projects. The work covers developing and embedding customer-centred processes, standards, working practices and guidance; developing the customer performance measurement framework; analysing root causes and measuring impact; supporting prioritisation of Customer Service and Delay Plan activities; coordinating work against the National Highways change pathway; securing governance approvals; and managing benefits. It also includes developing customer-centred projects, including a National Highways litter approach to reduce litter on the strategic road network, informed by internal and external stakeholders, devolved road administrations and Keep Britain Tidy. Delivery covers National Highways and the United Kingdom, among other listed locations.

The procurement has been awarded and is complete. It used a selective route as a call-off from a framework agreement. The tender submission deadline was 22 July 2026 at 19:00, and the award was made on 8 September 2026. The procurement had an upper estimated value of £36,500,000. National Highways awarded the contract to WSP UK Ltd for £3,648,798.31. The contract runs from 9 September 2026 to 31 March 2031. The requirement was identified as suitable for small and medium-sized enterprises, and it is a services contract. Multiple deliverables and processes are to be developed simultaneously through National Highways’ Change Delivery Framework, with dedicated process owners and management by the Customer innovation team.

This award shows demand for a multidisciplinary consultancy capable of turning customer strategy into embedded operational change within a major national infrastructure organisation. Credible competitors would need experience designing customer-centred processes, standards and guidance, alongside building performance measurement frameworks that link activity to outcomes and support root-cause analysis. They would also need programme management capability: coordinating several deliverables at once, working through formal change pathways, securing governance approvals and tracking benefits. Relevant strength includes prioritising customer service and delay-reduction activity, developing practical projects with internal and external stakeholders, and applying learning from roads administrations or specialist organisations such as Keep Britain Tidy. The requirement is suitable for SME participation, but competing suppliers would need enough capacity and partnership reach to support multiple process owners across National Highways.

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Notice Information

Notice Title

S30125 Integrated Customer Function Development Technical Partnership

Notice Description

National Highways' Integrated Customer Function wish to engage a supplier and its partners to support development and enable the delivery and embedment of improvements to the customer operating model across National Highway and specific customer-centric projects. The key requirements are to: - Develop and support embedment of customer centric processes, standards, ways of working and guidance across the business. - Support the continuing development of our customer performance measurement framework, providing a clear line of sight between business activities and our customer performance measures including root cause analysis, monitoring and measuring the impact and success of the framework. - Support future year prioritisation of Customer Service and Delay Plan activities - Co-ordinate the programme of works against the NH change pathway, securing governance approvals at each stage gate. - Manage and evaluate benefits - Develop customer-centric projects including a new National Highways Litter Approach to meet the needs of our customers by reducing litter on the SRN. To be undertaken by engaging with internal and external stakeholders, in particular learning from devolved roads administrations and Keep Britain Tidy. The contract will be managed by the National Highways Customer innovation team and each of the individual deliverables and processes has a dedicated process owner. The supplier will support the dedicated process owners to deliver the change required into the business. This will require multiple deliverables being developed and taken through the Change Delivery Framework simultaneously.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4ebc490d-817c-4023-89c5-8a59b90834ef
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73220000 - Development consultancy services

Notice Value(s)

Tender Value
£36,500,000 £10M-£100M
Lots Value
Not specified
Awards Value
£3,648,798 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
8 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
8 Sep 20261 weeks ago
Contract Period
9 Sep 2026 - 31 Mar 2031 4-5 years
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
National Highways
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B4 6GA
Postcode Area
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
Not specified
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

WSP UK Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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