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BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)

Westminster City Council

This public procurement record has 4 releases in its history.

Award

11 Feb 2026 at 08:20

UK7 - Contract Details Notice
TenderUpdate

18 Dec 2025 at 09:01

UK4 - Tender Notice
TenderUpdate

10 Dec 2025 at 15:14

UK4 - Tender Notice
Tender

08 Dec 2025 at 15:13

UK4 - Tender Notice
Summary of the contracting process

Westminster City Council has completed the procurement process for the "BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)" contract. The tender aimed to address fragmented customer contact within multiple services and channels, thereby defining a Target Operating Model for improving future customer experiences. Human Engine Limited, a small to medium-sized enterprise based in Aylesbury, was awarded the contract. This procurement was conducted as an open competition below the threshold, ensuring transparency and adherence to best practices. The contract period is set to commence on 23rd February 2026 and last until 22nd August 2026, with potential renewal extending to 22nd September 2026. Located in London, this contract falls under the service category, specifically targeting management and consultancy services.

This contract represents a significant opportunity for businesses specialising in consultancy services, particularly in diagnostics and customer management, to engage with a public authority in a long-term project. Suitable candidates are consultancies offering business development, general management, and evaluation services, as well as design consultancy expertise. With the procurement method fostering competitive bids, companies have prospects for demonstrating value and efficiency in their offerings. Westminster City Council's focus on improving customer service efficiency presents a strong platform for consultancy firms to showcase their capabilities in delivering effective strategies and models for transformation and growth. Businesses with a track record in similar governmental projects are likely to find competitive advantage in this tender.

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Notice Information

Notice Title

BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)

Notice Description

Westminster City Council has awarded the contract to deliver a Customer Diagnostic. Currently, customer contact is fragmented across multiple services and channels, creating duplication, inefficiencies, and inconsistent experiences. This diagnostic will assess the current customer contact landscape, identify opportunities for improvement, and define a Target Operating Model (TOM) for future customer experience.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05f0f4
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/012169-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Below threshold - open competition
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

33 - Medical equipments, pharmaceuticals and personal care products

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

CPV Codes

33124110 - Diagnostic systems

79342300 - Customer services

79410000 - Business and management consultancy services

79411000 - General management consultancy services

79411100 - Business development consultancy services

79415200 - Design consultancy services

79419000 - Evaluation consultancy services

Notice Value(s)

Tender Value
£99,000 Under £100K
Lots Value
£99,000 Under £100K
Awards Value
Not specified
Contracts Value
£78,300 Under £100K

Notice Dates

Publication Date
11 Feb 20266 months ago
Submission Deadline
13 Jan 2026Expired
Future Notice Date
Not specified
Award Date
10 Feb 20266 months ago
Contract Period
23 Feb 2026 - 22 Aug 2026 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Westminster City Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1E 6QP
Postcode Area
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

Human Engine LImited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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