---
title: "T0407 Critical Success Factors to Re-mode Customer Journey"
ocid: "ocds-b5fd17-850dc102-05a7-48bc-b4ef-ee069aea5ac2"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-850dc102-05a7-48bc-b4ef-ee069aea5ac2"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-850dc102-05a7-48bc-b4ef-ee069aea5ac2.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-850dc102-05a7-48bc-b4ef-ee069aea5ac2.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NATIONAL HIGHWAYS"
published: "2023-01-17"
---

# T0407 Critical Success Factors to Re-mode Customer Journey

Buyer: NATIONAL HIGHWAYS  
Current stage: Award  
OCID: ocds-b5fd17-850dc102-05a7-48bc-b4ef-ee069aea5ac2

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## Summary

The National Highways organisation has awarded a contract for the project titled "T0407 Critical Success Factors to Re-mode Customer Journey". The procurement process, initiated as a tender, falls under the research and development services category. The contract value is £159,989.57 GBP. The procurement method adopted was selective, with the contract awarded to the Futran Joint Venture. The contract period spans from January 1, 2023, to March 31, 2024. The tender period ended on December 6, 2022.

This contract presents an opportunity for businesses, especially those offering research and development services related to customer journey modifications, to engage in a framework agreement with the National Highways organisation. Small and medium enterprises are particularly encouraged to participate. The project's focus is on understanding customer perspectives and behaviours to influence travel choices and promote re-moding away from single-occupancy car use, offering a strategic opportunity for businesses involved in transport innovation and infrastructure development.

## Notice

The key purpose of this service is: 'to research the critical success factors required to influence the re-moding of targeted customer journeys away from single-occupancy car use, using National Highways network and assets.' The key objectives include the following: 1. Understand which of the gaps in evidence and understanding from the 2021/22 work should be developed in further detail in this project. 2. Consolidate findings from the following 2021/22 projects including: a. Critical Success Factors of Transport Interchanges on the SRN b. Incentivisation Project c. End to End Journeys Project d. Other relevant evidence e.g., Route Strategies 3. Better understand customer perspectives and behaviours in relation to re-moding within different contexts, and how this could influence future NH investment opportunities. 4. Understand what National Highways' role is in supporting travel choice and re-moding from the perspective of: a. Bus and Coach operators b. Local and National Stakeholder (STBs, TF, Bus and Coach Operators) 5. Customers - including segmentation of susceptible customers 6. Identify and understand how we use our existing infrastructure and assets to support re-moding of single-occupancy car trips and in what scenarios 7. Determine and detail the intervention opportunities; a. What transport re-moding opportunities would work in different scenarios and why b. What is National Highways role in developing and delivering these c. Develop a framework to assist the business with potential interventions based on the location and scenario, and the cost/time/resource associated with it. Findings from this project will contribute to the proposed Travel Demand Management Strategy workstream for 22-23.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/726f453b-52ae-4bf8-9f1e-63f6aa67bd5c |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jan 2023 |
| Submission deadline | 6 Dec 2022 |
| Future notice date | Not specified |
| Award date | 21 Dec 2022 |
| Contract period | 1 Jan 2023 - 31 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £159,989 |
| Lots value | Not specified |
| Awards value | £159,989 |
| 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 | NATIONAL HIGHWAYS |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B1 1RN |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FUTRAN JOINT VENTURE |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 17 Jan 2023 at 11:24 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/726f453b-52ae-4bf8-9f1e-63f6aa67bd5c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/726f453b-52ae-4bf8-9f1e-63f6aa67bd5c
  17th January 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bf5df475-4aa5-4b62-b194-8ec93e89ab1b
  n/a

## Provenance

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