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Provision of UKCSI Data & Discovery Roadmap Membership

Driver and Vehicle Licensing Agency

This public procurement record has 1 release in its history.

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10 Aug 2026 at 11:01

UK7 - Contract Details Notice
Summary of the contracting process

The Driver and Vehicle Licensing Agency (DVLA) procured a three-year Institute of Customer Service Discovery Roadmap Membership and bespoke UK Customer Satisfaction Index (UKCSI) analysis. The service covers twice-yearly analysis of DVLA’s website, non-website and overall services, benchmarking performance against other organisations, top-performing organisations and the Public Services National sector. It also includes Public Services National Sector Reports, benchmarking surveys covering customers, employees and trust, research, training and sector engagement. The outputs support performance monitoring, reporting, external benchmarking, Customer Service Excellence requirements and DVLA’s strategic objectives. The work is delivered for DVLA, whose base is in Swansea. The procurement is for membership organisation services.

The procurement is complete and the contract was awarded to the Institute of Customer Service (ICS) on 30 July 2026. It used a direct award below the threshold without competition, with one completed lot. The contract was signed on 30 July 2026 and runs from 1 August 2026 to 31 July 2029. Its value is £63,100 excluding VAT and £75,720 including VAT. The contract is active. The stated basis for the direct award is that ICS is the sole provider of UKCSI research and reports, allowing DVLA to maintain consistency with previous years and make direct year-on-year comparisons. The requirement was evaluated as a services procurement.

This requirement is most relevant to organisations specialising in customer satisfaction research, service-performance benchmarking and public-sector insight. Credible suppliers would need to produce tailored analysis across digital and non-digital customer services, compare results with peer and high-performing organisations, and provide sector-specific interpretation. Experience of customer, employee and trust surveys would support the wider membership offer, alongside capabilities in research, reporting, training and stakeholder engagement. Suppliers should be able to turn recurring benchmark data into practical evidence for performance monitoring, external reporting and continuous service improvement. Familiarity with UK public services, Customer Service Excellence expectations and strategic performance frameworks would strengthen credibility. The procurement also shows the buyer values consistency in methodology and year-on-year comparability from an established research source.

How relevant is this notice?

Notice Information

Notice Title

Provision of UKCSI Data & Discovery Roadmap Membership

Notice Description

The requirement is for a three-year Institute of Customer Service (ICS) Discovery Roadmap Membership, together with bespoke UK Customer Satisfaction Index (UKCSI) analysis provided twice yearly (January and July). DVLA requires continued access to tailored UKCSI analysis to benchmark customer satisfaction performance against other organisations, including comparison with top-performing organisations and the Public Services National sector. The outputs will cover DVLA's website, non-website and overall services and will be used to support performance monitoring, reporting, and external benchmarking requirements (including Customer Service Excellence and DVLA's Strategic objectives). In addition, the Discovery Roadmap membership provides enhanced value for money by incorporating the Public Services National Sector Reports, broader insight, benchmarking surveys (customer, employee and trust), and access to research, training and sector engagement. This enables more comprehensive performance evaluation and supports continuous service improvement. ICS is the sole provider of UKCSI research and reports. Retaining this data source ensures consistency with previous years, enabling direct year-on-year comparison of DVLA's performance.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06dfd4
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/075605-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Below threshold - without competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

98 - Other community, social and personal services

CPV Codes

98100000 - Membership organisation services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£63,100 Under £100K

Notice Dates

Publication Date
10 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
30 Jul 20264 weeks ago
Contract Period
1 Aug 2026 - 31 Jul 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Driver and Vehicle Licensing Agency
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SWANSEA
Postcode
SA6 7JL
Postcode Area
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
Not specified
Local Authority
Swansea
Electoral Ward
Mynydd-bach
Westminster Constituency
Swansea West

Supplier Information

Number of Suppliers
1
Supplier Name

Institute of Customer Service (ICS)

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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