---
title: "1-1121 Customer Service Strategic Approach"
ocid: "ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HIGHWAYS ENGLAND"
published: "2020-07-10"
---

# 1-1121 Customer Service Strategic Approach

Buyer: HIGHWAYS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914

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## Summary

The procurement process titled "1-1121 Customer Service Strategic Approach," initiated by Highways England, targets the industry category of research and development services and related consultancy services. The contract, which has a value of £95,565.02, is currently in the Award stage, having been awarded on 8th July 2020. The contract period commences on 9th July 2020 and concludes on 30th March 2021. This procurement was conducted using a selective method derived from a framework agreement, with delivery addresses spanning the British Overseas Territories, Channel Islands, Europe, Isle of Man, and the United Kingdom.

This tender presents substantial opportunities for businesses focused on enhancing customer service strategies, particularly those able to deliver innovative consultancy solutions in the transport sector. Small and Medium Enterprises (SMEs) are particularly encouraged to participate, as the procurement explicitly supports their inclusion. Interested parties would ideally have experience in customer service improvement and strategic consultancy, aligning their services with Highways England's commitment to better conversations and journeys for customers during the evolving second road period.

## Notice

Highways England's Customer Service Strategy seeks to deliver better conversations and better journeys. As we move into the second road period, we need to ensure our strategy and approach to customer service is in line with our customers' changing expectations. As part of this, we also need to develop our internal customer maturity and culture, to help develop a better service to our customers.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a490f8e5-5e34-427a-8484-19f0ad46c06f |
| 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 | 10 Jul 2020 |
| Submission deadline | 19 Jun 2020 |
| Future notice date | Not specified |
| Award date | 7 Jul 2020 |
| Contract period | 8 Jul 2020 - 30 Mar 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £95,565 |
| Lots value | Not specified |
| Awards value | £95,565 |
| 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 | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 10 Jul 2020 at 11:01 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a490f8e5-5e34-427a-8484-19f0ad46c06f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a490f8e5-5e34-427a-8484-19f0ad46c06f
  10th July 2020 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0f674948-e830-40ff-a97c-bc5e658b0700
  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-e230357e-6149-40ab-988b-6b0f1fe7d914. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e230357e-6149-40ab-988b-6b0f1fe7d914.json.