Planning

Customer Closeness Programme

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Planning

18 Nov 2016 at 20:17

Planned Procurement Notice
Summary of the contracting process

The H M Revenue & Customs is initiating the Customer Closeness Programme, a tender process aimed at enhancing understanding of customer experiences. This programme is classified under market research services and is being conducted in the planning stage. The anticipated budget for this procurement is £30,000, with the contract period scheduled from 3rd October 2016 to 2nd October 2018. This opportunity is open to businesses located across various regions, including the United Kingdom and overseas territories, with a future notice expected on 22nd July 2016.

This tender provides a significant opportunity for businesses specialising in customer engagement and market research, particularly those adept at organising recruitment for customer immersion activities. Companies that can provide innovative methodologies for gaining customer insights and fostering empathy within organisations would be well-positioned to bid for this contract. Moreover, small and medium-sized enterprises (SMEs) are encouraged to participate, as they may bring unique perspectives and agility that larger firms might lack.

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Notice Information

Notice Title

Customer Closeness Programme

Notice Description

The purpose the Client's Customer Closeness Programme is to undertake 'closeness' activities to better understand the lives of its customers. The Client requires the assistance of a specialist Provider to support its recruitment of sample customers for research purposes and provide wider expertise. The Customer Closeness Programme provides the opportunity for the Client's staff to meet customers. The present contract has proved to be a highly successful programme across the Client's organisation; it has gained traction with senior managers as a useful tool to engage staff and enable greater empathy with the Client's customers. Customer Closeness has many names and is often referred to as Customer Immersion. Within the Client's organisation the term used is Customer Closeness as it best represents the concept. For the Client, Customer Closeness entails: a) Customers and the Client's staff having informal discussions. This enables staff to understand their point of view and see things through their eyes so the Client can make better decisions. Closeness activities take place as an informal way of learning and understanding real issues that the Client's customers face; b) A way of helping everyone in the Client's organisation become more customer focused, from those who have no direct customer contact through to those who deal with customers on a daily basis; c) An informal way of understanding real customer issues, Customer Closeness is not statistically robust and should not be used as a replacement for research. It can offer very valuable insights and highlight some key issues from the customer's viewpoint, but cannot be used as the sole basis of business decisions. d) A vast range of activities that essentially bring customers and the Client's staff together to consider and delve into our customer's issues as outlined in Appendix A 'Customer Closeness Programme'. The Provider is needed to provide: * customer recruitment services i.e. bringing customers in to the Department to engage with our staff; * immersion skills & knowledge transfer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-edeef8c7-adc9-11e6-9901-0019b9f3037b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1558dbc9-733f-44f2-8de9-dd6e1d1f4cec
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79310000 - Market research services

Notice Value(s)

Tender Value
£60,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Nov 20169 years ago
Submission Deadline
Not specified
Future Notice Date
21 Jul 2016Expired
Award Date
Not specified
Contract Period
2 Oct 2016 - 2 Oct 2018 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Cancelled
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M REVENUE & CUSTOMS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M60 9LA
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Ordsall
Westminster Constituency
Salford

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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