--- title: "2023_Global - Think Customer" ocid: "ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720.json" source: "Contracts Finder" current_stage: "Planning" buyer: "BRITISH COUNCIL(THE)" published: "2023-02-01" --- # 2023_Global - Think Customer Buyer: BRITISH COUNCIL(THE) Current stage: Planning OCID: ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720.json) ## Summary The British Council has initiated a tender process titled "2023_Global - Think Customer" for a customer experience transformation programme. This programme aims to enhance customer services, increase market competitiveness, improve sales effectiveness, and streamline organizational processes. The tender, currently in the planning stage, has a budget of £2 million with an open procurement method. The expected contract period is from April 10, 2023, to April 10, 2024. This tender presents a significant opportunity for businesses specializing in IT services, consulting, software development, Internet, and support. Companies interested in customer-centric solutions, sales enhancement, and service model innovation are encouraged to participate. Prospective suppliers need to register on the British Council's e-Tendering portal to access the full tender pack and submit their proposals in adherence to the outlined requirements. ## Notice The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey. The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council; - can effectively compete in the market on customer experience, - is the English language provider of choice for learning and exam services - is more effective at selling services and retaining customers - builds an efficient, agile organisation through simplification - has an engaged workforce delivering value to every customer Funding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is PS2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond. The tender is divided into two lots. Potential suppliers may bid for one or both lots. LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it. LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model. Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course Additional information: Bidders should register on the British Council's e-Tendering portal In-Tend https://in-tendhost.co.uk/britishcouncil/aspx/Home in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and 'means of proof' will be required. These conditions are outlined in the ITT. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/515b4e66-16ec-45be-96c6-658653f6bb99 | | Notice type | Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 1 Feb 2023 | | Submission deadline | Not specified | | Future notice date | 6 Mar 2023 | | Award date | Not specified | | Contract period | 9 Apr 2023 - 10 Apr 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £2,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | BRITISH COUNCIL(THE) | | Locality | LONDON | | Post town | East London | | Postcode | E20 1JQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI41 Hackney and Newham | | Local authority | Newham | | Electoral ward | Stratford Olympic Park | | Westminster constituency | Stratford and Bow | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support - 73 - Research and development services and related consultancy services ### Codes - 72000000 - IT services: consulting, software development, Internet and support - 73000000 - Research and development services and related consultancy services ## Release History - 1 Feb 2023 at 10:57 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/515b4e66-16ec-45be-96c6-658653f6bb99 - 1 Feb 2023 at 09:41 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/515b4e66-16ec-45be-96c6-658653f6bb99 - 31 Jan 2023 at 16:17 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/515b4e66-16ec-45be-96c6-658653f6bb99 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/515b4e66-16ec-45be-96c6-658653f6bb99 1st February 2023 - Future opportunity notice on Contracts Finder ## Notice URLs - https://in-tendhost.co.uk/britishcouncil/aspx/Home ## 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-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-543a6ec3-a1dd-453b-9dd7-b64f7e683720.json.