---
title: "S30125 Integrated Customer Function Development Technical Partnership"
ocid: "ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "National Highways"
published: "2026-09-08"
---

# S30125 Integrated Customer Function Development Technical Partnership

Buyer: National Highways  
Current stage: Award  
OCID: ocds-b5fd17-9fb6fd2b-3c57-4c56-9ec7-44adc07053d7

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## Summary

National Highways Limited procured development consultancy services through its Integrated Customer Function. The appointed supplier is to support improvements to the customer operating model across National Highways and customer-focused projects. The work covers developing and embedding customer-centred processes, standards, working practices and guidance; developing the customer performance measurement framework; analysing root causes and measuring impact; supporting prioritisation of Customer Service and Delay Plan activities; coordinating work against the National Highways change pathway; securing governance approvals; and managing benefits. It also includes developing customer-centred projects, including a National Highways litter approach to reduce litter on the strategic road network, informed by internal and external stakeholders, devolved road administrations and Keep Britain Tidy. Delivery covers National Highways and the United Kingdom, among other listed locations.

The procurement has been awarded and is complete. It used a selective route as a call-off from a framework agreement. The tender submission deadline was 22 July 2026 at 19:00, and the award was made on 8 September 2026. The procurement had an upper estimated value of £36,500,000. National Highways awarded the contract to WSP UK Ltd for £3,648,798.31. The contract runs from 9 September 2026 to 31 March 2031. The requirement was identified as suitable for small and medium-sized enterprises, and it is a services contract. Multiple deliverables and processes are to be developed simultaneously through National Highways’ Change Delivery Framework, with dedicated process owners and management by the Customer innovation team.

This award shows demand for a multidisciplinary consultancy capable of turning customer strategy into embedded operational change within a major national infrastructure organisation. Credible competitors would need experience designing customer-centred processes, standards and guidance, alongside building performance measurement frameworks that link activity to outcomes and support root-cause analysis. They would also need programme management capability: coordinating several deliverables at once, working through formal change pathways, securing governance approvals and tracking benefits. Relevant strength includes prioritising customer service and delay-reduction activity, developing practical projects with internal and external stakeholders, and applying learning from roads administrations or specialist organisations such as Keep Britain Tidy. The requirement is suitable for SME participation, but competing suppliers would need enough capacity and partnership reach to support multiple process owners across National Highways.

## Notice

National Highways' Integrated Customer Function wish to engage a supplier and its partners to support development and enable the delivery and embedment of improvements to the customer operating model across National Highway and specific customer-centric projects. The key requirements are to: - Develop and support embedment of customer centric processes, standards, ways of working and guidance across the business. - Support the continuing development of our customer performance measurement framework, providing a clear line of sight between business activities and our customer performance measures including root cause analysis, monitoring and measuring the impact and success of the framework. - Support future year prioritisation of Customer Service and Delay Plan activities - Co-ordinate the programme of works against the NH change pathway, securing governance approvals at each stage gate. - Manage and evaluate benefits - Develop customer-centric projects including a new National Highways Litter Approach to meet the needs of our customers by reducing litter on the SRN. To be undertaken by engaging with internal and external stakeholders, in particular learning from devolved roads administrations and Keep Britain Tidy. The contract will be managed by the National Highways Customer innovation team and each of the individual deliverables and processes has a dedicated process owner. The supplier will support the dedicated process owners to deliver the change required into the business. This will require multiple deliverables being developed and taken through the Change Delivery Framework simultaneously.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4ebc490d-817c-4023-89c5-8a59b90834ef |
| 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 | 8 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 8 Sep 2026 |
| Contract period | 9 Sep 2026 - 31 Mar 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £36,500,000 |
| Lots value | Not specified |
| Awards value | £3,648,798 |
| 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 |
| Postcode area | Birmingham |
| Postcode | B4 6GA |
| 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 | WSP UK Limited |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73220000 - Development consultancy services

## Release History

- 8 Sep 2026 at 11:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4ebc490d-817c-4023-89c5-8a59b90834ef

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4ebc490d-817c-4023-89c5-8a59b90834ef
  8th September 2026 - Awarded contract notice on Contracts Finder

## Provenance

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