Tender

tender_6147 - Provision of Customer Service Excellence Standard

DVLA - DRIVER & VEHICLE LICENSING AGENCY

This public procurement record has 1 release in its history.

Tender

11 Jul 2024 at 08:37

Tender Notice
Summary of the contracting process

The Driver & Vehicle Licensing Agency (DVLA) is inviting tenders for the provision of the Customer Service Excellence Standard. This procurement falls under the services category and involves the internal audit services industry. The tender is currently at the planning stage, with a tender period ending on July 23, 2024. The contract period is set to start on August 20, 2024, and end on August 19, 2026. The DVLA, based in Swansea, Wales, is seeking a licensed Certification body to reassess their organisation.

This tender offers an opportunity for businesses specialising in internal audit services and customer satisfaction surveys to expand their operations. Companies that can provide high-quality customer service solutions tailored to meet the demanding standards set by Customer Service Excellence ® will find this tender suitable. With a contract value of £10,800 in GBP and an open procurement method, businesses can leverage their expertise to contribute to DVLA's goal of providing excellent citizen-focused services.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

tender_6147 - Provision of Customer Service Excellence Standard

Notice Description

The Government wants services for all that are efficient, effective, excellent, equitable and empowering - with the citizen always and everywhere at the heart of service provision. Customer Service Excellence (r) was developed to offer services a practical tool for driving customer-focused change within their organisation. The foundation of this tool is the Customer Service Excellence (r) standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction. DVLA would like to retain accreditation and require a licensed Certification body to reassess our organisation.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-e3e69bb4-0a6e-430f-8ab7-215776281d5d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c5f777f7-491a-4d37-970e-e934539b1318
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79212200 - Internal audit services

79342311 - Customer satisfaction survey

Notice Value(s)

Tender Value
£10,800 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Jul 20241 years ago
Submission Deadline
23 Jul 2024Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
19 Aug 2024 - 19 Aug 2026 1-2 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
DVLA - DRIVER & VEHICLE LICENSING AGENCY
Contact Name
Dale Best
Contact Email
dale.best@dvla.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
SWANSEA
Postcode
SA6 7JL
Post Town
Swansea
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL4 Mid and South West Wales
Small Region (ITL 3)
TLL43 Swansea
Delivery Location
TLL Wales
Local Authority
Swansea
Electoral Ward
Mynydd-bach
Westminster Constituency
Swansea West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-e3e69bb4-0a6e-430f-8ab7-215776281d5d-2024-07-11T09:37:26+01:00",
    "date": "2024-07-11T09:37:26+01:00",
    "ocid": "ocds-b5fd17-e3e69bb4-0a6e-430f-8ab7-215776281d5d",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "tender_446972/1375958",
        "title": "tender_6147 - Provision of Customer Service Excellence Standard",
        "description": "The Government wants services for all that are efficient, effective, excellent, equitable and empowering - with the citizen always and everywhere at the heart of service provision. Customer Service Excellence (r) was developed to offer services a practical tool for driving customer-focused change within their organisation. The foundation of this tool is the Customer Service Excellence (r) standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction. DVLA would like to retain accreditation and require a licensed Certification body to reassess our organisation.",
        "datePublished": "2024-07-11T09:37:26+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79212200",
            "description": "Internal audit services"
        },
        "additionalClassifications": [
            {
                "scheme": "CPV",
                "id": "79342311",
                "description": "Customer satisfaction survey"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "postalCode": "SA6 7JL"
                    },
                    {
                        "region": "Wales",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 10800,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure (below threshold)",
        "tenderPeriod": {
            "endDate": "2024-07-23T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2024-08-20T00:00:00+01:00",
            "endDate": "2026-08-19T23:59:59+01:00"
        },
        "suitability": {
            "sme": false,
            "vcse": false
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/c5f777f7-491a-4d37-970e-e934539b1318",
                "datePublished": "2024-07-11T09:37:26+01:00",
                "format": "text/html",
                "language": "en"
            },
            {
                "id": "2",
                "description": "Link to eSourcing Portal",
                "url": "https://dft.app.jaggaer.com"
            },
            {
                "id": "3",
                "description": "tender_6147 - Provision of Customer Service Excellence Standard",
                "url": "http://itt_2200"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-179733",
            "name": "DVLA - Driver & Vehicle Licensing Agency",
            "identifier": {
                "legalName": "DVLA - Driver & Vehicle Licensing Agency"
            },
            "address": {
                "streetAddress": "Longview Road",
                "locality": "Swansea",
                "postalCode": "SA6 7JL",
                "countryName": "Wales"
            },
            "contactPoint": {
                "name": "Dale Best",
                "email": "dale.best@dvla.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-179733",
        "name": "DVLA - Driver & Vehicle Licensing Agency"
    }
}