---
title: "CITB Voice of the Customer Platform and Support Services"
ocid: "ocds-h6vhtk-049727"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049727"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-049727.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-049727.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "CONSTRUCTION INDUSTRY TRAINING BOARD"
published: "2024-11-15"
---

# CITB Voice of the Customer Platform and Support Services

Buyer: CONSTRUCTION INDUSTRY TRAINING BOARD  
Current stage: Award  
OCID: ocds-h6vhtk-049727

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049727)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-049727.json)

## Summary

The Construction Industry Training Board (CITB) requires a 'Voice of the Customer' (VoC) platform and support services, classified under IT services. This procurement falls under the services category and is intended to provide a 360-degree view of customer feedback to enhance the lifetime value of CITB services. The procurement process, which utilised an open procedure, has progressed to the award stage. The award was made to Qualtrics Ireland Limited, and the contract, valued at £348,650, was signed on 22 October 2024. The delivery location for this contract is the United Kingdom, with the CITB aiming to become a customer-centric organisation through this initiative.

This tender offers significant opportunities for businesses specialising in IT services, particularly those with capabilities in customer relationship management and platform development. Companies that can deliver comprehensive, end-to-end VoC solutions without third-party applications are well-suited to compete in such procurements. Moreover, businesses that focus on enhancing customer engagement and providing detailed analytical insights will find this tender highly beneficial for their growth. Given the CITB's emphasis on improving customer service, product development, and overall strategy, firms that align their offerings with these strategic goals can expect substantial business development opportunities.

## Notice

CITB have a requirement for a 'Voice of the Customer' (VoC) platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. A VoC platform will deliver a single platform end to end solution with no 3rd party applications to meet the strategic goals of CITB.

### Lot Information

Lot 1

CITB have a requirement for a Voice of the customer platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. CITB require the platform to provide employee engagement and Customer research through data collection and subsequent analysis to support CITB decision making. CITB's goal is to become a customer centric organisation, and this solution will enable to monitor, collate, and act upon customer feedback across all segments. Currently CITB have no capacity to do this and often collate information through word of mouth and field engagement. This insight will inform how to improve all areas of CITB from customer service, product develop, strategy etc. CITB requires a contract to be awarded for a period of 4 years with the option to extend for a further 2 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/036997-2024 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Nov 2024 |
| Submission deadline | 4 Oct 2024 |
| Future notice date | Not specified |
| Award date | 21 Oct 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £350,000 |
| Lots value | £350,000 |
| Awards value | Not specified |
| Contracts value | £348,650 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CONSTRUCTION INDUSTRY TRAINING BOARD |
| Locality | PETERBOROUGH |
| Post town | Peterborough |
| Postcode | PE2 8TY |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH52 North and West Norfolk |
| Local authority | King's Lynn and West Norfolk |
| Electoral ward | Bircham with Rudhams |
| Westminster constituency | North West Norfolk |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | QUALTRICS IRELAND |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 15 Nov 2024 at 12:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/036997-2024
- 2 Sep 2024 at 11:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/027895-2024

## Notice URLs

- http://www.citb.co.uk
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=903079599
- https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Customer-Relation-Management-software-package./89ENJ24Z2S

## 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-049727. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-049727.json.