---
title: "Customer Experience Programme"
ocid: "ocds-h6vhtk-02bb4c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02bb4c"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bb4c.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bb4c.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NETWORK RAIL INFRASTRUCTURE LTD"
published: "2021-11-25"
---

# Customer Experience Programme

Buyer: NETWORK RAIL INFRASTRUCTURE LTD  
Current stage: Award  
OCID: ocds-h6vhtk-02bb4c

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02bb4c.json)

## Summary

Network Rail Infrastructure Ltd, located at 1 Eversholt Street, London, UK, recently completed a tender process for the "Customer Experience Programme". This procurement falls within the business and management consultancy services category, specifically aimed at enhancing service culture within the organisation. The procurement method employed was selective, following a negotiated procedure with a prior call for competition. The contract, valued at £2,000,000, was signed on 25 November 2021, with the services to be delivered primarily across various teams within Network Rail.

This tender offers significant opportunities for businesses specialising in strategic consultancy, training development, and customer experience enhancement. Firms with expertise in devising and implementing training programmes, as well as those who can provide innovative solutions for cultural change within large organisations, would be particularly well-suited to compete for similar projects. As Network Rail may retender the contract in the future, this creates potential for ongoing collaboration with the public sector, especially for small to medium enterprises (SMEs) looking to expand their portfolios in public procurement.

## Notice

Network Rail identified a requirement to support the Customer Experience Programme from a third-party supplier to deliver the following: - Expert strategic advice and input to support the programme to deliver and embed a service culture. - The design and creation of training and experiences designed to promote and embed a service culture for all audiences within Network Rail. - The delivery of these experiences, and existing experiences, to teams within areas of Network Rail that are identified by the Customer Experience Programme Team.

### Lot Information

Lot 1

Network Rail identified a requirement to support the Customer Experience Programme from a third-party supplier to deliver the following: - Expert strategic advice and input to support the programme to deliver and embed a service culture. - The design and creation of training and experiences designed to promote and embed a service culture for all audiences within Network Rail. - The delivery of these experiences, and existing experiences, to teams within areas of Network Rail that are identified by the Customer Experience Programme Team.

Renewal: The contract will be re-tendered at the end of the contract term.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/029397-2021 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Nov 2021 |
| Submission deadline | 12 Jul 2021 |
| Future notice date | Not specified |
| Award date | 25 Nov 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £2,000,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NETWORK RAIL INFRASTRUCTURE LTD |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 2DN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | LABINAH MANAGEMENT TRAINING |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79400000 - Business and management consultancy and related services
- 79413000 - Marketing management consultancy services

## Release History

- 25 Nov 2021 at 22:45 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/029397-2021
- 14 Jun 2021 at 21:45 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/013435-2021
- 11 Jun 2021 at 21:45 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/013273-2021

## Notice URLs

- http://www.networkrail.co.uk
- https://networkrail.bravosolution.co.uk/esop/guest/go/opportunity/detail?opportunityId=51563

## 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-h6vhtk-02bb4c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02bb4c.json.