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Provision of Customer Experience Platform

GOVERNMENT COMMERCIAL AGENCY

This public procurement record has 2 releases in its history.

AwardUpdate

23 Jun 2026 at 13:07

Award Notice
Award

30 Jun 2023 at 12:28

Award Notice
Summary of the contracting process

The Government Commercial Agency has completed a procurement process for the provision of a Customer Experience Platform, with a focus on services related to IT software packages and customer satisfaction surveys. This project, valued at £1,291,892, was handled through a direct award methodology and is classified under the industry category for IT software packages and survey services. Located in the United Kingdom, the procurement was initiated to enhance the measurement and research of customer satisfaction, utilising SaaS platforms for hosting surveys and conducting user experience testing. The contracting commenced on 30th May 2023 and will continue until 29th May 2027, marking the end of the contract period.

This procurement offers significant opportunities for large businesses specialising in IT and customer experience software who can provide comprehensive solutions for survey analysis and satisfaction measurement. Though specifically awarded to Qualtrics, LLC, future tenders in this realm may allow competitive entities to showcase innovative solutions that can accommodate extensive survey capabilities and data integration services. Such businesses can leverage their expertise to grow by aligning with public sector needs, paving the way for increased visibility and partnerships in similar government projects.

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Notice Information

Notice Title

Provision of Customer Experience Platform

Notice Description

A SaaS Customer Experience platform to measure and research customer satisfaction for the services we operate. This includes capabilities to collaboratively build and host surveys with an extensive range of question types, conduct digital user experience testing and to analyse, report and share insights including dynamic dashboards. This also includes capabilities to integrate survey data from other sources

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-d1086d85-f41d-459f-a388-f9145c6196be
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c5a6366b-667e-43fc-837c-51cccac086e9
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other - Direct Award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48517000 - IT software package

79311300 - Survey analysis services

79342311 - Customer satisfaction survey

Notice Value(s)

Tender Value
£1,291,892 £1M-£10M
Lots Value
Not specified
Awards Value
£1,291,892 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
23 Jun 20264 days ago
Submission Deadline
23 Jan 2023Expired
Future Notice Date
Not specified
Award Date
29 May 20233 years ago
Contract Period
29 May 2023 - 29 May 2027 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
GOVERNMENT COMMERCIAL AGENCY
Additional Buyers

CROWN COMMERCIAL SERVICE

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LIVERPOOL
Postcode
L3 9PP
Post Town
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
Not specified
Local Authority
Liverpool
Electoral Ward
City Centre North
Westminster Constituency
Liverpool Riverside

Supplier Information

Number of Suppliers
1
Supplier Name

QUALTRICS

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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