---
title: "HM Land Registry Contact Centre Consultancy"
ocid: "ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HM LAND REGISTRY"
published: "2018-05-03"
---

# HM Land Registry Contact Centre Consultancy

Buyer: HM LAND REGISTRY  
Current stage: Award  
OCID: ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe

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## Summary

The HM Land Registry is currently engaged in the procurement of consultancy services for the HM Land Registry Contact Centre Consultancy, aimed at improving customer service efficiency and performance. The procurement process is at the Award stage, following the open procedure initiated on May 8, 2017, with the tender period concluding on May 22, 2017. The contract, which spans from May 30, 2017, to July 14, 2017, is classified under IT services, specifically consulting, software development, Internet and support. Key locations for the project include Swansea and Durham, along with engagements at the HMLR Head Office in Croydon.

This consultancy opportunity offers significant potential for business growth, particularly for small and medium enterprises (SMEs) with expertise in IT services and consultancy. Businesses that can demonstrate capabilities in organisational restructuring, workflow redesign, and technology improvements will be well-suited to compete. The initiative aims to identify and leverage real opportunities for enhancing call handling performance, making this an attractive tender for firms looking to bolster their presence in the public sector consultancy market.

## Notice

A major programme of improvement is required to deliver a consistent and efficient service that meets customers' needs. The ensuing transformation is likely to involve organisational restructuring, work-flow re-design, technology, people and process improvements. HMLR is aware that channel shift will play an important part in its mid- to long-term contact strategy, but the scope of this piece of work is primarily about the 'what?' and 'how?' of improving call handling performance. HMLR is therefore commissioning a piece of consultancy to identify and quantify the real and tangible opportunities in this area. The consultancy work will require time to be spent at the two Customer Service Centre locations in Swansea and Durham, as well as some visits to HMLR Head Office in Croydon for reporting and senior stakeholder engagement.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d10a51ea-3c46-416c-8c63-7ec97e3f9ac4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 May 2018 |
| Submission deadline | 22 May 2017 |
| Future notice date | Not specified |
| Award date | 25 May 2017 |
| Contract period | 29 May 2017 - 14 Jul 2017 |
| 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 | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HM LAND REGISTRY |
| Locality | NOTTINGHAM |
| Post town | Nottingham |
| Postcode | NG1 7AU |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF1 Derbyshire and Nottinghamshire |
| ITL 3 | TLF14 Nottingham |
| Local authority | Nottingham |
| Electoral ward | Castle |
| Westminster constituency | Nottingham East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BRIDGE HOUSE CONSULTING |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 3 May 2018 at 13:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d10a51ea-3c46-416c-8c63-7ec97e3f9ac4
- 17 May 2017 at 16:22 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/20c60cae-1448-4070-8967-1bf8c2b39730
- 8 May 2017 at 14:07 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/20c60cae-1448-4070-8967-1bf8c2b39730

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d10a51ea-3c46-416c-8c63-7ec97e3f9ac4
  3rd May 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/20c60cae-1448-4070-8967-1bf8c2b39730
  17th May 2017 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8ce78eb7-7656-4ea4-8e31-0f297f69bd63
  HMLR Contact Centre Consultancy Invitation To Tender (ITT)
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bbe40283-4e4b-49f6-bcea-ad9542877f47
  HMLR CCC ITT - Additional Information and Summary Clarifications Q&A

## 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-b5fd17-46e37012-e664-4516-8dff-36b7db243afe. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe.json.