Tender

Colleague competency solution

THE RIVERSIDE GROUP LIMITED

This public procurement record has 1 release in its history.

Tender

25 Feb 2026 at 14:38

UK4 - Tender Notice
Summary of the contracting process

The Riverside Group Limited, a prominent social housing provider based in Speke, Liverpool, has initiated a tender process titled "Colleague competency solution." This procurement falls under the services category, specifically focusing on training software development, with delivery addresses spanning various UK regions from UKC to UKN. The tender, using an open procurement method, is currently active, and submissions need to be made via the specified procurement portal by 25th March 2026. Interested parties should note the significant contract duration starting from 1st June 2026 and lasting until the end of May 2029. The Group seeks to address challenges related to colleague competency within their Customer Service Centre to enhance service quality and efficiency.

This tender presents an excellent growth opportunity for businesses adept in customer experience solutions, particularly those with expertise in onboarding, digital training, and competency improvement. As the procurement encourages participation from small and medium-sized enterprises (SMEs) and voluntary community and social enterprises (VCSEs), companies within these sectors are well-suited to compete. The engagement promises a substantial financial reward, with a contract value running up to £180,000 gross. With a heavy emphasis on quality, forming 70% of the award criteria, companies specialising in bespoke training and managed services to optimise customer service and digital experiences would find this tender highly advantageous for strategic growth.

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Notice Information

Notice Title

Colleague competency solution

Notice Description

The Riverside Group (TRG) are a large Social Housing provider based in Speke, Liverpool. Our customer services team handles c.1m contacts from and to customers each year. With people at our heart, we've an intent to improve the quality of our services to our customers, whether in social housing or our care and support schemes and services - delivered by engaged and fulfilled colleagues. We aim to add value by reducing cost through better working practices, without undermining service standards and quality. We'll maximise income by improving our collection rates and optimise our commercial activities. We're committed to providing a more positive digital experience for customers and colleagues, ensuring that digital is the first choice every time. We currently offer a multichannel ecosystem, but over time aim to deliver a more sophisticated omnichannel experience that is integrated and needs-based. Further information on what we do can be found here: What we do - Riverside Group. Colleague competency has been an ongoing challenge for the Customer Service Centre team, with colleagues expected to retain significant process information and knowledge across multiple core servicing areas - Repairs and Maintenance, Income Management, Housing Management, Building Safety, Complaints and Anti-Social Behaviour and Safeguarding. Whilst training and supporting documentation is given/available to colleagues via multiple sources, ongoing quality assurance activities have identified significant gaps in terms of adherence to customer service, compliance and process standards. Current challenges include: * Average interaction handling time exceeds 10 minutes versus targeted handling time of 8 minutes leading to an increase in customer wait times (target is 3 minutes, current performance 7-10 minutes as of June 2025) * 40% of the average interaction handling time is spent in wrap (also known as after call work), contributing to reduced advisor availability and increased customer wait times * When colleagues place a customer on hold, on average this is done for over 3 minutes - highlighting a potential knowledge or process gap * An advisor teams chat is available to support colleagues with questions or queries, this is used c300 times per day for advisors to ask questions and raise support requests if they're unsure/unable to respond to a customer's query - this means over 100,000 support requests are made and responded to per year, increasing handling time and highlighting an issue with advisor knowledge and competency * The blending of customer interactions post-system integration/migration of former One Housing customers to incumbent Riverside Group systems (Salesforce, Open Housing etc), has highlighted significant knowledge gaps and process queries - at present there are 20 known knowledge or process issues flagged as part of the integration * We've over 450 knowledge articles, designed to document and communicate processes and ways of working, these are reviewed by colleagues across the business, on average 13,000 times per month - demonstrating that advisor knowledge, whilst available isn't being readily retained and used * Existing quality assurance processes, whilst being reviewed, indicate a 56% pass rate against the required quality standards (as of June 2025), with an 76% average quality score, showing that a little over half of staff are failing to meet our existing minimum quality standards (90% pass rate). TRG wish to partner with a proven customer experience company to: * Onboard a colleague competency solution * To allow us to efficiently and effectively identify colleague competency levels * To enable targeted learning and coaching interventions to improve competency levels * Subsequently improving key performance and quality management KPIs * Whilst providing an on-going managed service, helping TRG respond to the needs of our customers and colleagues in-line with our business objectives.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-065c30
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/016951-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Below threshold - open competition
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72212931 - Training software development services

Notice Value(s)

Tender Value
£150,000 £100K-£500K
Lots Value
£150,000 £100K-£500K
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
25 Feb 20264 days ago
Submission Deadline
25 Mar 20264 weeks to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 May 2026 - 31 May 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THE RIVERSIDE GROUP LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SPEKE, LIVERPOOL
Postcode
L24 8RF
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
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England), TLM Scotland, TLN Northern Ireland
Local Authority
Liverpool
Electoral Ward
Garston
Westminster Constituency
Liverpool Garston

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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