---
title: "GWR Customer Experience Training (GEMS2)"
ocid: "ocds-h6vhtk-02d1ef"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02d1ef"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d1ef.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d1ef.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "FIRST GREATER WESTERN LIMITED"
published: "2022-04-12"
---

# GWR Customer Experience Training (GEMS2)

Buyer: FIRST GREATER WESTERN LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-02d1ef

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## Summary

The Great Western Railway (GWR) has completed a tender for the "GWR Customer Experience Training (GEMS2)" programme, categorised under staff training services within the services industry. Located in Swindon, UK, this procurement employed a selective method involving a negotiated procedure with a prior call for competition. The main objectives include the design, delivery, and evaluation of a customer experience development programme aimed at enhancing the capabilities of railway staff through effective training. The contract spanning from January 1, 2022, to March 31, 2023, had an initial submission deadline of September 5, 2021, and it received 26 bids during its open period.

This opportunity is particularly well-suited for training providers and consultancies specialising in customer service and experience enhancement, especially those with backgrounds in the travel or railway sectors. The successful supplier will be responsible for more than just training; they are expected to foster excitement and engagement in the learning process, thus creating a dynamic experience for GWR employees. Businesses with experience in innovative training delivery methods or customer experience strategies will find potential for growth by participating in such a vital initiative.

## Notice

The design, delivery and evaluation of a Customer Experience development programme

### Lot Information

Lot 1

This Expression of Interest (EOI) is designed to identify any Suppliers that are interested in tendering for the provision of Provision of design, delivery and evaluation of Great Experience Makers 2 (GEMs 2) at Great Western Railway (GWR). GWR wish to source a single supplier to; The design, delivery and evaluation of a Customer Experience development programme, which will build on the success to date of Great Experience Makers and further enhance colleagues' capabilities relating to best practice customer experience from within and outside the travel industry. The programme will need to create excitement and engagement rather than a sense of "more of the same".

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/009715-2022 |
| 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 | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 Apr 2022 |
| Submission deadline | 5 Sep 2021 |
| Future notice date | Not specified |
| Award date | 10 Feb 2022 |
| Contract period | 1 Jan 2022 - 31 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £410,000 |
| Lots value | £410,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | FIRST GREATER WESTERN LIMITED |
| Locality | SWINDON |
| Post town | Swindon |
| Postcode | SN1 1HL |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK7 Gloucestershire and Wiltshire |
| ITL 3 | TLK71 Swindon |
| Local authority | Swindon |
| Electoral ward | Central |
| Westminster constituency | Swindon South |
| Delivery location | TLK South West (England) |

## CPV Codes

### Divisions

- 80 - Education and training services

### Codes

- 80000000 - Education and training services
- 80511000 - Staff training services

## Release History

- 12 Apr 2022 at 11:01 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/009715-2022
- 6 Aug 2021 at 14:26 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/019072-2021

## Notice URLs

- https://procurement.gwr.com/

## 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-02d1ef. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02d1ef.json.