---
title: "Customer Experience Mapping Journey"
ocid: "ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR WORK AND PENSIONS"
published: "2024-09-02"
---

# Customer Experience Mapping Journey

Buyer: DEPARTMENT FOR WORK AND PENSIONS  
Current stage: Award  
OCID: ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22.json)

## Summary

The Department for Work and Pensions (DWP) has completed the procurement process for a tender titled "Customer Experience Mapping Journey," falling under the industry category of Business and management consultancy and related services. The contract, valued at £367,000, spans multiple delivery locations, including British Overseas Territories, Channel Islands, Europe, Isle of Man, the United Kingdom, and the Rest of the World, with a contract period from 2nd September 2024 to 3rd March 2025. This selective procurement was conducted through a call-off from a framework agreement and has already reached the Award stage as of 2nd September 2024.

This tender offers significant opportunities for businesses specialising in customer experience analysis and management consulting to collaborate with a major governmental body. Companies that can deliver in-depth insights into customer experiences and behavioural responses related to DWP's processes, and those that can help design services to meet customer needs, would find this contract particularly advantageous. The selected supplier for this contract is Kainos Software Limited, a large-scale enterprise based in Belfast, indicating the opportunity for significant, impactful contributions from established organisations. Small and Medium-sized Enterprises (SMEs) and Voluntary, Community, and Social Enterprises (VCSEs) would need to be aware that this tender did not target their specific niche, focusing instead on larger market players.

## Notice

The role of the CXJM team is to understand customer experience. This includes understanding how emotions and behavioural responses are impacted by DWP processes and obligations, and how DWP can use this insight to design services which best meet customer needs, whilst contributing to achievement of wider DWP priorities.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/33218311-a0f9-49d0-817d-21002465b072 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Sep 2024 |
| Submission deadline | 1 Sep 2024 |
| Future notice date | Not specified |
| Award date | 1 Sep 2024 |
| Contract period | 1 Sep 2024 - 3 Mar 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £367,000 |
| Lots value | Not specified |
| Awards value | £367,000 |
| 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 | DEPARTMENT FOR WORK AND PENSIONS |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9NA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KAINOS SOFTWARE |

## CPV Codes

### Divisions

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

### Codes

- 79400000 - Business and management consultancy and related services

## Release History

- 2 Sep 2024 at 16:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/33218311-a0f9-49d0-817d-21002465b072

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/33218311-a0f9-49d0-817d-21002465b072
  2nd September 2024 - Awarded contract notice on Contracts Finder

## 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-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5ab0926b-e1b0-471c-b53c-321f223b7b22.json.