---
title: "Customer Experience Intelligence Partner 2"
ocid: "ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HIGHWAYS ENGLAND"
published: "2021-04-16"
---

# Customer Experience Intelligence Partner 2

Buyer: HIGHWAYS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316

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## Summary

The procurement process involves Highways England acting as the buyer for the "Customer Experience Intelligence Partner 2" tender. This project falls under the services industry, specifically classified as research and development consultancy services with an estimated value of £1,000,000. The contract period commenced on 19th April 2021 and is set to conclude on 18th April 2023. The procurement method employed was selective, through a call-off from the CCS Digital Outcomes and Specialists 5 Framework. The tender period for submissions ended on 19th March 2021.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) that specialise in research consultancy and digital service design. Businesses with expertise in user research, digital guidance, and accessibility services would be particularly well-suited to compete for this contract. Additionally, firms capable of providing support in innovative technologies and customer experience enhancements could benefit from involvement in this project, potentially leading to further collaboration with Highways England in future initiatives.

## Notice

CEIP2 - Work with HE including user research and testing, content design, digital guidance, accessibility and best practice. Ensure design principles, design guide and service maps are relevant and aligned to service. - Work with suppliers to assist design and development of digital services ensuring customers seamless end to end journey, to ensure customer experience measures are implemented and calculated correctly, ensure design guidance is followed and act as the voice of our customers representing their individual needs and how accessibility priorities are met. - Support HE and suppliers through all GDS assessments providing an assurance role for FFC, including guidance throughout the process - Advise on innovative technologies to improve customer experience - Investigate/validate scalability of the Free-Flow Charge service, providing guidance through research how to incorporate other schemes (from a user experience perspective) - Support procurement of other Free-Flow Charging services and enhancements if required - Provision of support to other HE projects - Provision of training and knowledge transfer to key HE staff Call Off Contract Awarded to Cyber-Duck Ltd under CCS Digital Outcomes and Specialists 5 Framework (RM1043.7) two year term with a six month extension option.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7d99396a-00c8-4385-bcb7-79524399dab7 |
| 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 | 16 Apr 2021 |
| Submission deadline | 19 Mar 2021 |
| Future notice date | Not specified |
| Award date | 15 Apr 2021 |
| Contract period | 18 Apr 2021 - 18 Apr 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,000,000 |
| Lots value | Not specified |
| Awards value | £1,000,000 |
| 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 | BRISTOL |
| Post town | Bristol |
| Postcode | BS1 6HA |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK51 Bristol, City of |
| Local authority | Bristol, City of |
| Electoral ward | Lawrence Hill |
| Westminster constituency | Bristol East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CYBER-DUCK |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73200000 - Research and development consultancy services
- 73210000 - Research consultancy services
- 73300000 - Design and execution of research and development

## Release History

- 16 Apr 2021 at 08:25 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7d99396a-00c8-4385-bcb7-79524399dab7

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7d99396a-00c8-4385-bcb7-79524399dab7
  16th April 2021 - Awarded contract notice on Contracts Finder

## 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-de0412b5-69ba-4ce0-8fbf-80d61afd6316. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316.json.