---
title: "Customer Service Model"
ocid: "ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CARE QUALITY COMMISSION"
published: "2024-01-05"
---

# Customer Service Model

Buyer: CARE QUALITY COMMISSION  
Current stage: Award  
OCID: ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96

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## Summary

The Care Quality Commission has awarded a contract for the development of a Customer Service Model to IPSOS (MARKET RESEARCH) LTD. The contract has a total value of £37,500 and falls under the main procurement category of services. The procurement method used was selective, involving a call-off from a framework agreement. The contract period is from 8th January 2024 to 31st March 2024. The tender was published on 5th January 2024, and the tender period ended on 14th November 2023. The location for the delivery of services is in England.

This tender presents an opportunity for businesses in the consultancy services sector, particularly those specialising in marketing management, research, evaluation, financial management, tax consultancy, and general business consultancy. Businesses with expertise in customer service modelling and public engagement would find this tender suitable for bidding. The Care Quality Commission, based in Newcastle upon Tyne, is the buying organisation for this procurement. Interested businesses can contact the Commercial and Contracts Team at the Care Quality Commission for further information.

## Notice

This is a Contract Award Notice. The Care Quality Commission (CQC) ability to encourage and enable people to share their experiences of care with CQC rests largely on our ability to meet the needs and expectations of people who take the time to feedback to us. We want to develop a customer service approach, underpinned by an effective responding to concerns policy, that enables us to do that. We also need to understand what a good feedback loop looks like when people share their experiences of care with us. To support this work we have contracted with a supplier that can build on what we have learnt through the LLR and develop a protype customer service model based on robust engagement and testing with the public. This procurement was undertaken through the NHS SBS Consult 18: Multidisciplinary Consultancy Services Framework (Lot 3) following the Direct Award process. The Contract is awarded for a total period of 3 months. Total Awarded Value is maximum of all charges including any optional contract extensions. Contract Reference: CQC EP&S 059

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/eb56ac40-29e4-4155-a26c-c5143e479947 |
| 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 | 5 Jan 2024 |
| Submission deadline | 14 Nov 2023 |
| Future notice date | Not specified |
| Award date | 22 Dec 2023 |
| Contract period | 8 Jan 2024 - 31 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £37,500 |
| Lots value | Not specified |
| Awards value | £37,500 |
| 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 | CARE QUALITY COMMISSION |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE1 4PA |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Monument |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS (MARKET RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 73000000 - Research and development services and related consultancy services
- 73200000 - Research and development consultancy services
- 73210000 - Research consultancy services
- 79221000 - Tax consultancy services
- 79400000 - Business and management consultancy and related services
- 79410000 - Business and management consultancy services
- 79411000 - General management consultancy services
- 79411100 - Business development consultancy services
- 79412000 - Financial management consultancy services
- 79413000 - Marketing management consultancy services
- 79414000 - Human resources management consultancy services
- 79419000 - Evaluation consultancy services

## Release History

- 5 Jan 2024 at 11:58 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/eb56ac40-29e4-4155-a26c-c5143e479947

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/eb56ac40-29e4-4155-a26c-c5143e479947
  5th January 2024 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2b16a939-b8df-4aac-98fa-86cddcdb6145
  20231204 Order Form and SLA for Customer Service Model vFINAL_Redacted

## 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-c424acd1-3709-4606-b9a9-c53ea18aea96. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96.json.