Award

Customer Experience Intelligence Partner 2

HIGHWAYS ENGLAND

This public procurement record has 1 release in its history.

Award

16 Apr 2021 at 08:25

Award Notice
Summary of the contracting process

The procurement process involves Highways England acting as the buyer for the "Customer Experience Intelligence Partner 2" tender. This project falls under the services industry, specifically classified as research and development consultancy services with an estimated value of £1,000,000. The contract period commenced on 19th April 2021 and is set to conclude on 18th April 2023. The procurement method employed was selective, through a call-off from the CCS Digital Outcomes and Specialists 5 Framework. The tender period for submissions ended on 19th March 2021.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) that specialise in research consultancy and digital service design. Businesses with expertise in user research, digital guidance, and accessibility services would be particularly well-suited to compete for this contract. Additionally, firms capable of providing support in innovative technologies and customer experience enhancements could benefit from involvement in this project, potentially leading to further collaboration with Highways England in future initiatives.

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Notice Information

Notice Title

Customer Experience Intelligence Partner 2

Notice Description

CEIP2 - Work with HE including user research and testing, content design, digital guidance, accessibility and best practice. Ensure design principles, design guide and service maps are relevant and aligned to service. - Work with suppliers to assist design and development of digital services ensuring customers seamless end to end journey, to ensure customer experience measures are implemented and calculated correctly, ensure design guidance is followed and act as the voice of our customers representing their individual needs and how accessibility priorities are met. - Support HE and suppliers through all GDS assessments providing an assurance role for FFC, including guidance throughout the process - Advise on innovative technologies to improve customer experience - Investigate/validate scalability of the Free-Flow Charge service, providing guidance through research how to incorporate other schemes (from a user experience perspective) - Support procurement of other Free-Flow Charging services and enhancements if required - Provision of support to other HE projects - Provision of training and knowledge transfer to key HE staff Call Off Contract Awarded to Cyber-Duck Ltd under CCS Digital Outcomes and Specialists 5 Framework (RM1043.7) two year term with a six month extension option.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/7d99396a-00c8-4385-bcb7-79524399dab7
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
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73200000 - Research and development consultancy services

73210000 - Research consultancy services

73300000 - Design and execution of research and development

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
£1,000,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
16 Apr 20214 years ago
Submission Deadline
19 Mar 2021Expired
Future Notice Date
Not specified
Award Date
15 Apr 20214 years ago
Contract Period
18 Apr 2021 - 18 Apr 2023 1-2 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
HIGHWAYS ENGLAND
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRISTOL
Postcode
BS1 6HA
Post Town
Bristol
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK5 West of England
Small Region (ITL 3)
TLK51 Bristol, City of
Delivery Location
Not specified
Local Authority
Bristol, City of
Electoral Ward
Lawrence Hill
Westminster Constituency
Bristol East

Supplier Information

Number of Suppliers
1
Supplier Name

CYBER-DUCK

Further Information

Notice Documents

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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