Tender

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

Port of Dover - Customer Experience Consultant Framework

Dover Harbour Board

This public procurement record has 1 release in its history.

Tender

18 Aug 2026 at 13:56

UK4 - Tender Notice
Summary of the contracting process

Dover Harbour Board is seeking customer experience consultancy services for the Port of Dover’s IGNITE programme. The requirement covers research and development consultancy, customer service and customer-care work, customer surveys and customer satisfaction surveys, together with related business and management consultancy. The appointed suppliers will support the port’s customer experience objectives through consultancy and research activities. This is a services opportunity for firms specialising in customer insight, service improvement, customer research, satisfaction measurement and management consultancy. Work is associated with the Port of Dover in Dover, so suppliers should be able to deliver consultancy for a major port operation and engage with its customer-facing activities.

The procurement has reached tender: Dover Harbour Board invited offers through an open procedure under the utilities regime. It is a single-lot customer experience consultancy framework, with electronic submission allowed in English through the buyer’s online tendering system. The tender deadline set by the buyer was 17 September 2026 at 23:59, with the award decision due by 18 September 2026 at 23:59. The framework contract period is 1 October 2026 to 1 October 2028. The published gross estimated value is GBP 0, and the lot’s published gross value is AED 0. Evaluation is weighted 70% quality and technical merit and 30% commercial considerations. The framework is closed and contracts are awarded without reopening competition.

This opportunity suits customer experience consultancies and specialist research firms that can combine customer insight with practical service improvement. Relevant capability includes designing and delivering customer surveys, measuring satisfaction, analysing customer needs, improving customer-care journeys and advising on customer-facing services. Firms with broader business and management consultancy expertise may also be well placed, particularly where they can connect research findings to operational or strategic recommendations for a port environment. The framework structure suits suppliers able to provide repeat consultancy assignments over its term, respond to different customer experience requirements and work with a major transport and infrastructure organisation. Strong quality and technical delivery will be more important in evaluation than commercial pricing.

How relevant is this notice?

Notice Information

Notice Title

Port of Dover - Customer Experience Consultant Framework

Notice Description

The Port wishes to procure Customer Experience Consultancy Framework to support the IGNITE programme.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e696
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/078563-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

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

CPV Codes

73200000 - Research and development consultancy services

79342300 - Customer services

79342310 - Customer survey services

79342311 - Customer satisfaction survey

79342320 - Customer-care services

79400000 - Business and management consultancy and related services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Aug 20261 weeks ago
Submission Deadline
17 Sep 20263 weeks to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Oct 2026 - 1 Oct 2028 2-3 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
Dover Harbour Board
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DOVER
Postcode
CT17 9BU
Postcode Area
Canterbury
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ4 Kent
Small Region (ITL 3)
TLJ44 East Kent
Delivery Location
Not specified
Local Authority
Dover
Electoral Ward
Town & Castle
Westminster Constituency
Dover and Deal

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...