--- title: "Customer Experience Development Programme" ocid: "ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95.json" source: "Contracts Finder" current_stage: "Tender" buyer: "BROADACRES HOUSING ASSOCIATION" published: "2019-09-23" --- # Customer Experience Development Programme Buyer: BROADACRES HOUSING ASSOCIATION Current stage: Tender OCID: ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1e80ce99-1263-4ec4-9103-509ee8394c95.json) ## Summary Broadacres Housing Association is seeking tenders for its "Customer Experience Development Programme" aimed at enhancing customer service through a transformative training initiative. This initiative falls under the training services category, with a particular focus on management and personal development training. The procurement method is an open procedure, and the tender period closes on 9th October 2019. The successful provider will be delivering workshops across various locations in the Yorkshire and the Humber region, commencing from 10th October 2019 and concluding on 27th March 2020. This tender presents an excellent opportunity for training providers, particularly those specialising in customer experience, management training, and organisational behaviour. Businesses that can deliver engaging workshop formats or possess expertise in creating a customer-centric culture will be well-positioned to compete. This initiative not only allows successful bidders to establish a strong partnership with Broadacres Housing Association but also enables them to influence customer service practices in a key sector, thereby driving their growth in the public services market. ## Notice We are an ambitious Housing Association going through a structural and cultural transformation from customer service to a customer experience based organisation embracing the digital agenda while ensuring we retain our local presence. We recognise that to make this shift to customer experience we will need to support colleagues to put the customer at the heart of all our activity and understand the behaviours that drive great customer experiences. We are currently developing our customer experience vision along with the framework of behaviours needed to support our customer experience activity going forward. Once the values and behaviours framework is in place we are looking for a provider who will design and deliver a series of workshop style events (Workshops aimed at all colleagues / workshops aimed at Line Managers) which will launch and start to embed the vision and behaviours across Broadacres. The workshops objectives should be around: -Introduce colleagues to the new vision and behaviours framework they developed -(For Line Managers) To understand the importance of role modelling behaviour - How to encourage great behaviours and feedback on poor behaviours -Encourage and empower colleagues to make the shift to Customer experience mindset -Develop their 'customer experience' skill set Background We were established in 1993 as a stock transfer in Hambleton and over time we have grown. Now we own and manage over 6,400 homes across the whole of Nor...th learning disabilities and mental health issues. Our team is over 350 strong including 100 people within property maintenance and a further 100 delivering care and support services across North Yorkshire. Our vision - To be the best rural housing association in the country. Broadacres currently has stock in Hambleton, Darlington, Richmondshire, Harrogate, Redcar and Cleveland, Ryedale, Scarborough, Selby, East Riding of Yorkshire, York and Leeds, and we provide homes for rent, shared ownership and outright sale, as well as providing a range of support services to different client groups including persons with mental health problems, learning disabilities, older persons, people with physical disabilities, those fleeing domestic abuse and single young people who are homeless. Whether it is carrying out repairs to ensure our customer's homes are kept to the highest standards or providing ways of saving money, we strive to ensure our customers receive a first-class service and that ultimately, they are proud to say they live in a Broadacres home. Our mission - Great people, providing great homes and great customer experiences across our rural communities. The objectives of the corporate strategy are to create: - Great homes to live in - Great customer experiences; and - Great places to live Three things will make this possible: - Great people - Great governance - Great finances Our website https://www.broadacres.org.uk/ gives more background information. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0b783a7b-1e53-4ac9-9198-683a2f7a111e | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 23 Sep 2019 | | Submission deadline | 9 Oct 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 9 Oct 2019 - 27 Mar 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | BROADACRES HOUSING ASSOCIATION | | Locality | NORTHALLERTON | | Post town | Darlington | | Postcode | DL6 2YD | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE2 North Yorkshire | | ITL 3 | TLE22 North Yorkshire | | Local authority | North Yorkshire | | Electoral ward | Northallerton North & Brompton | | Westminster constituency | Richmond and Northallerton | | Delivery location | TLE Yorkshire and The Humber | ## CPV Codes ### Divisions - 80 - Education and training services ### Codes - 80500000 - Training services - 80521000 - Training programme services - 80532000 - Management training services - 80570000 - Personal development training services ## Release History - 23 Sep 2019 at 16:45 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/0b783a7b-1e53-4ac9-9198-683a2f7a111e ## Documents - https://www.contractsfinder.service.gov.uk/Notice/0b783a7b-1e53-4ac9-9198-683a2f7a111e 23rd September 2019 - Opportunity notice on Contracts Finder - https://www.mytenders.co.uk/search/show/search_view.aspx?ID=SEP158236 NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided. ## Notice URLs - http://www.broadacres.org.uk - https://www.broadacres.org.uk/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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