--- title: "Customer Experience Mapping" ocid: "ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33.json" source: "Contracts Finder" current_stage: "Award" buyer: "HER MAJESTYS LAND REGISTRY" published: "2018-05-01" --- # Customer Experience Mapping Buyer: HER MAJESTYS LAND REGISTRY Current stage: Award OCID: ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33.json) ## Summary Her Majesty's Land Registry (HMLR) is currently involved in a tender process for a project titled "Customer Experience Mapping". This initiative aims to better understand the needs of HMLR’s diverse customer base, which includes approximately 12,000 businesses and numerous citizens involved in land and property transactions. The tender period closed on 8th December 2017, while the awarded contract commenced on 1st January 2018 and is set to conclude by 30th June 2018. This project falls under the services category, specifically focusing on customer services and satisfaction surveys, with the procurement being conducted via an open procedure. This tender presents a significant opportunity for businesses that specialise in customer experience consulting and research methodologies. Companies that excel in customer journey mapping, stakeholder engagement, and user experience design will be particularly well-suited to compete for this contract. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, as the procurement process supports bids from these sectors, aligning well with HMLR's goal to enhance its customer engagement strategies. ## Notice HM Land Registry (HMLR) serves a diverse customer base which has, or acts for others which have, interests in land and property. The organisation receives both requests for information (to read information from the Land Register) and registration applications (to create or change the Land Register). These requests are in high volumes, with 100,000 information requests per day (mostly automated and on line) and 20,000 registration applications per day. There are 24m registered title holders in England and Wales and HMLR's customer base comprises 12,000 businesses and a much larger number of citizens. Requirements HMLR is commissioning a piece of work to; * assess the extent to which HMLR's proposition is known and understood by its customers * understand how well HMLR delivers it's proposition * elaborate on existing HMLR customer segmentation work and use this to define specific needs based on personas; * map existing HMLR customer journeys and use insight to assess the current status of each stage of the journey by customer segment, identifying 'moments of truth' and 'problem areas' * summarise overall customer experience * map the desired future state journeys (3 year horizon) based on customer needs, by segment, highlighting and prioritising developments including journey steps that should be decommissioned, enhanced and created and specific experience improvements The engagement will require time to be spent with the existing HMLR Customer Insight team (who will provide insight), key stakeholders in HMLR and a few initial customer visits / workshops to review and validate existing insight. Deliverables The Deliverables are as follows: 1. A validation of HMLR customer segmentation and the creation of customer personas to articulate needs 2. Summary findings, conclusions and recommendations of how well the HMLR customer proposition meets each customer segment's needs; how well it is articulated and understood, is it easy to find? 3. Summary of findings, conclusions and recommendations of how well the HMLR service delivery performance meets each customer segment's needs 4. Multi-channel customer journey maps by segment (5) to show current state journeys across existing channels. This will include identification of pain points and moments of truth and overall experience. 5. An overlay on the above multi-channel customer journey maps to identify 'preferred paths' that should be enhanced and developed as well as any paths that should be 'decommissioned'. 6. A roadmap for change (identifying impact of change on overall experience) ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7874b94b-3db1-4bf6-870f-f0d39df7e829 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Large | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 1 May 2018 | | Submission deadline | 8 Dec 2017 | | Future notice date | Not specified | | Award date | 21 Dec 2017 | | Contract period | 3 Jan 2018 - 30 Jun 2018 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1 | | 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 | HER MAJESTYS 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 | ENGINE PARTNERS | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342300 - Customer services - 79342311 - Customer satisfaction survey ## Release History - 1 May 2018 at 09:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7874b94b-3db1-4bf6-870f-f0d39df7e829 - 7 Dec 2017 at 11:14 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 - 4 Dec 2017 at 09:59 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 - 30 Nov 2017 at 16:31 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 - 29 Nov 2017 at 11:07 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 - 21 Nov 2017 at 09:58 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 - 10 Nov 2017 at 14:58 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/7874b94b-3db1-4bf6-870f-f0d39df7e829 1st May 2018 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/c5ada22c-b65f-45c0-bef4-95560f2925a8 7th December 2017 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/82725427-3b76-4589-be7e-0980a88f355c Customer Experience Mapping ITT - https://www.contractsfinder.service.gov.uk/Notice/Attachment/bbf3bdb8-ce17-4c73-bc70-567625c59540 HMLR Customer Experience Mapping Clarifications 21.11.17 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/cd272bfb-1bc5-48a7-9b3c-c92989686ccc HMLR Clarification Question and Answers 29.11.17 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/43d980f1-67ec-43a0-b4ac-4d03a6d82ff7 HMLR Clarifications 30.11.17 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d7ae63ef-1f9f-4dde-bcc8-9756f3c85bd6 HMLR Clarifications updated 04.12.17 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/e284f48a-5426-498a-b290-a3626682908a HMLR Final Clarifications ## 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-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5d7942e7-3c42-4184-b98e-6ffb863eeb33.json.