---
title: "Provision of Customer Service Excellence"
ocid: "ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "DVLA - DRIVER VEHICLE AND LICENCING AGENCY"
published: "2021-04-26"
---

# Provision of Customer Service Excellence

Buyer: DVLA - DRIVER VEHICLE AND LICENCING AGENCY  
Current stage: Tender  
OCID: ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42

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## Summary

The DVLA (Driver Vehicle and Licensing Agency) is seeking a licensed Certification body to assist in maintaining its Customer Service Excellence Standard accreditation. The tender, titled "Provision of Customer Service Excellence," has a value of £10,000 and falls under the services category, specifically focusing on customer services (CPV code: 79342300). The procurement method is an open procedure, and the tender period concludes on 1st June 2021, while the contract is expected to commence on 5th July 2021 and continue for one year until 4th July 2022. The location for the delivery of services is in Swansea, Wales.

This tender presents an excellent opportunity for businesses specialising in customer service assessments and consulting. Businesses that are adept at delivering quality customer service solutions and possess the necessary accreditation as a Certification body would be particularly well-suited to compete. Small and Medium-sized Enterprises (SMEs) are encouraged to participate, as they can provide tailored services that align with the DVLA's requirements for the assessment and maintenance of customer service excellence.

## Notice

DVLA has a requirement to achieve the Customer Service Excellence Standard. We successfully reached the standard for Customer Service Excellence and were certified as a holder in March 2021. DVLA would like to retain accreditation and therefore we require a licensed Certification body to reassess our organisation. The Customer Service Excellence (CSE) Standard is a Rolling Programme assessment process which is made up of 5 criteria with 57 elements in total. DVLA are assessed on 19 different elements each year and must produce documented evidence against each element. The assessment is carried out by an Independent authorised assessor followed by an annual onsite visit or remotely via Microsoft Teams lasting four days. Additional information: To bid for this opportunity please register on the Jaggaer system. https://dft.app.jaggaer.com/web/login.html

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b18ebf35-4f83-4559-b981-2d9603aca143 |
| 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 | 26 Apr 2021 |
| Submission deadline | 1 Jun 2021 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 4 Jul 2021 - 4 Jul 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £10,000 |
| 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 | DVLA - DRIVER VEHICLE AND LICENCING AGENCY |
| Locality | SWANSEA |
| Post town | Swansea |
| Postcode | SA6 7JL |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL4 Mid and South West Wales |
| ITL 3 | TLL43 Swansea |
| Local authority | Swansea |
| Electoral ward | Mynydd-bach |
| Westminster constituency | Swansea West |
| Delivery location | TLL Wales |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 26 Apr 2021 at 13:12 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/b18ebf35-4f83-4559-b981-2d9603aca143

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b18ebf35-4f83-4559-b981-2d9603aca143
  26th April 2021 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bb3d9e2a-9762-47e6-b4ac-7c680f51c241
  n/a

## Notice URLs

- https://dft.app.jaggaer.com/web/login.html

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-24bf8ebd-b58c-432a-9b51-0c6438422a42.json.