---
title: "Customer Performance Measurement Framework"
ocid: "ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HIGHWAYS ENGLAND"
published: "2018-07-11"
---

# Customer Performance Measurement Framework

Buyer: HIGHWAYS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371.json)

## Summary

The procurement process for the "Customer Performance Measurement Framework," initiated by Highways England, aims to enhance the measurement of customer experience through consultancy support. Located in the North East of England, this public contract falls under the "Research and development services and related consultancy services" industry category. The contract was awarded on 11 July 2018, with a total value of £92,323. The award was made following a selective procurement method as a call-off from a framework agreement. Although the tender period closed on 28 June 2018, the contract remains active with an operational timeframe extending until 31 March 2019.

This tender represents a significant opportunity for businesses specialising in consultancy services, particularly those with expertise in customer performance measurement and data analysis. Companies that can provide innovative solutions and insights to improve customer experience will be well-positioned to compete for similar contracts in the future. The successful supplier, Arup, a large firm, showcases the potential for growth in this sector, highlighting the need for both established businesses and dynamic newcomers to engage in such procurement activities.

## Notice

This task will provide consultant support to implement the Customer Performance Measurement Framework; providing advice and support so that Highways England can start collating, analysing and reporting data in order to provide effective measurement of customer experience.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f1a7a2e4-8d33-41d1-9150-b6195d00fcf3 |
| 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 | 11 Jul 2018 |
| Submission deadline | 28 Jun 2018 |
| Future notice date | Not specified |
| Award date | 10 Jul 2018 |
| Contract period | 10 Jul 2018 - 31 Mar 2019 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £92,323 |
| Lots value | Not specified |
| Awards value | £92,323 |
| 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 | HIGHWAYS ENGLAND |
| 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 | TLC North East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ARUP |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 11 Jul 2018 at 08:49 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/f1a7a2e4-8d33-41d1-9150-b6195d00fcf3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/f1a7a2e4-8d33-41d1-9150-b6195d00fcf3
  11th July 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1ddf0326-4012-4f7a-8f9d-7d900b786f9f
  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-a29343c8-95e5-4fb7-ae32-347bea513371. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a29343c8-95e5-4fb7-ae32-347bea513371.json.