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Customer Journey Mapping

Natural Resources Wales

This public procurement record has 1 release in its history.

Award

02 May 2023 at 01:00

OJEU - F3 - Contract Award Notice
Summary of the contracting process

Natural Resources Wales has recently awarded a contract for the procurement of services related to Customer Journey Mapping. The tender was initiated on 2023-05-02 by Natural Resources Wales, a Welsh Government Sponsored Body based in Cardiff, UK. The procurement process reached the award stage, and the winning supplier was Mima Group Limited. The contract was signed on 2022-02-07. The procurement involved the tender method, and the main procurement category was services. The project aimed to support a customer-centric approach through Customer Journey Mapping activities aimed at enhancing the customer experience and stakeholder management strategies.

The Customer Journey Mapping tender issued by Natural Resources Wales provides a growth opportunity for small and medium-sized enterprises (SMEs) with expertise in environmental protection services. Companies specialising in delivering customer experience mapping, stakeholder management, and strategic planning services compatible with the outlined requirements would be well-suited to compete. The procurement is particularly relevant for businesses operating in the UK, specifically Wales, that can deliver services in both Welsh and English. The contract represents a strategic opportunity to contribute to Natural Resources Wales' customer experience strategy in Years 2 and 3.

How relevant is this notice?

Notice Information

Notice Title

Customer Journey Mapping

Notice Description

With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T

Lot Information

Lot 1

Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-kuma6s-116607
Publication Source
Sell2Wales
Latest Notice
https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79212110 - Corporate governance rating services

79342310 - Customer survey services

Notice Value(s)

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

Notice Dates

Publication Date
2 May 20233 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
7 Feb 20224 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Natural Resources Wales
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CARDIFF
Postcode
CF24 0TP
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL52 Cardiff and Vale of Glamorgan
Delivery Location
TLL Wales
Local Authority
Cardiff
Electoral Ward
Plasnewydd
Westminster Constituency
Cardiff East

Supplier Information

Number of Suppliers
1
Supplier Name

Mima Group Limited

Further Information

Notice Documents

  • https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=MAY436116
    Customer Journey Mapping - With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T

Open Contracting Data Standard (OCDS)

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