{
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    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "ITT 5778 RM6018",
        "title": "Swan Housing Customer Segmentation and Journey Mapping 2021",
        "description": "Specifically, we want to achieve the following by partnering with an external consultant: * Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers; * Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.",
        "status": "complete",
        "classification": {
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            "id": "73000000",
            "description": "Research and development services and related consultancy services"
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                "description": "Customer services"
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                "deliveryAddresses": [
                    {
                        "region": "East of England",
                        "countryName": "United Kingdom"
                    }
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            }
        ],
        "value": {
            "amount": 57878.84,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a dynamic purchasing system",
        "tenderPeriod": {
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        },
        "contractPeriod": {
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            "name": "SWAN HOUSING ASSOCIATION LIMITED",
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            "address": {
                "streetAddress": "Pilgrim House,High Street",
                "locality": "BILLERICAY",
                "postalCode": "CM129XY",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Hannah Marsh",
                "email": "hmarsh@swan.org.uk"
            },
            "roles": [
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            "name": "MEL RESEARCH LIMITED",
            "identifier": {
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                "scheme": "GB-COH",
                "id": "03000946"
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            "address": {
                "streetAddress": "Somerset House,37 Temple Street BIRMINGHAM West Midlands B2 5DP GB"
            },
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            "contractPeriod": {
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                "endDate": "2021-12-31T23:59:59Z"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/195b6b0f-47e0-4dba-aa1c-912f070c9532",
                    "datePublished": "2021-08-16T21:00:20+01:00",
                    "format": "text/html",
                    "language": "en"
                },
                {
                    "id": "2",
                    "documentType": "technicalSpecifications",
                    "description": "Swan Housing Specification",
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                    "format": "application/pdf"
                },
                {
                    "id": "3",
                    "documentType": "contractSchedule",
                    "description": "Contract Terms",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/38de1cdd-2a25-43f3-a4ca-ca93a3dab7b9",
                    "format": "application/pdf"
                },
                {
                    "id": "4",
                    "documentType": "evaluationCriteria",
                    "description": "Evaluation for Presentation Stage",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/7ba1dc4b-10ee-4658-a9a6-4e1e95b9b8f5",
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