---
title: "ESFA Independent Review of Customer Service"
ocid: "ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT FOR EDUCATION"
published: "2021-04-30"
---

# ESFA Independent Review of Customer Service

Buyer: DEPARTMENT FOR EDUCATION  
Current stage: Award  
OCID: ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43.json)

## Summary

The Department for Education has completed a procurement process for the tender titled "ESFA Independent Review of Customer Service." This review, classified under the CPV code for education and training services, aimed to assess the existing customer service provisions within the ESFA over a three-month period. The total contract value was £120,950, and the procurement method used was selective, involving a call-off from a framework agreement. The contract period started on 23rd September 2020 and concluded on 22nd December 2020, with the tender period closing on 18th August 2020.

This tender presents opportunities for businesses specialising in customer service analysis and educational sector consultancy. Small and medium enterprises (SMEs) in particular might find this project suitable, as there is a focus on including them in the procurement process. Companies with experience in reviewing service provision and developing improvement strategies can leverage this opportunity to expand their footprint in the education and training services sector.

## Notice

A short three month review of all existing customer service provision within ESFA.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a62be162-4f1d-48ee-a22b-65d028f17c2f |
| 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 | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 Apr 2021 |
| Submission deadline | 18 Aug 2020 |
| Future notice date | Not specified |
| Award date | 3 Sep 2020 |
| Contract period | 22 Sep 2020 - 22 Dec 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,950 |
| Lots value | Not specified |
| Awards value | £120,950 |
| 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 EDUCATION |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV1 2WT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | TLG West Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PA CONSULTING HOLDINGS |

## CPV Codes

### Divisions

- 80 - Education and training services

### Codes

- 80000000 - Education and training services

## Release History

- 30 Apr 2021 at 14:58 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a62be162-4f1d-48ee-a22b-65d028f17c2f
- 16 Apr 2021 at 09:13 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a62be162-4f1d-48ee-a22b-65d028f17c2f
- 5 Oct 2020 at 10:56 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a62be162-4f1d-48ee-a22b-65d028f17c2f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a62be162-4f1d-48ee-a22b-65d028f17c2f
  30th April 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/53ea2382-da9b-4879-bdf9-2fe07d3156b8
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/399ad0cc-4cfa-4063-ad47-fc4def25cf42
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/3b00613e-2933-49df-8ae6-5b67116a896b
  n/a
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/955dfca8-28ed-49e8-82a2-46bdf700f10b
  n/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-b5fd17-944a31df-e2f7-4286-a170-78181e487c43. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-944a31df-e2f7-4286-a170-78181e487c43.json.