---
title: "Customer Experience Mapping"
ocid: "ocds-h6vhtk-0508ce"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0508ce"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0508ce.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0508ce.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN"
published: "2025-04-29"
---

# Customer Experience Mapping

Buyer: LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN  
Current stage: Award  
OCID: ocds-h6vhtk-0508ce

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0508ce)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0508ce.json)

## Summary

The contracting process involves the Local Government and Social Care Ombudsman, based in Coventry, UK, awarding a "Customer Experience Mapping" service contract under a limited competition procurement method. The process has reached the award stage. Key details include the award date of 25 March 2025, with a contract timeframe from 8 May 2025 to 31 July 2025. The project targets public authorities and focuses on improving customer service experiences, covering various regions across the UK. The tender was classified under the 'services' industry category, noting that it was below the threshold requiring broader competition.

This procurement presents potential growth opportunities for businesses specialising in consultancy and research, particularly those adept at customer journey mapping and service optimisation. Companies with experience in handling public sector projects and SMEs can find this sector advantageous, as demonstrated by Trig Point Consulting, the awarded supplier. The contract could serve as a reference for similar future public sector tenders and strengthen collaboration with central government entities.

## Notice

Our customer's experience very much depends on the type of complaint they are making, how we communicate, the length of time it takes and the outcome of a case. We are looking for a comprehensive understanding of those customer journeys. We have limited resources and expertise to map the customer journey from first contact to decision. Therefore, we require an external research/consultancy company to help us deliver this work.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/017485-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Below threshold - limited competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Apr 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 25 Mar 2025 |
| Contract period | 7 May 2025 - 31 Jul 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £20,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV1 2WT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TRIG POINT CONSULTING |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 29 Apr 2025 at 08:36 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/017485-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/017485-2025
  29th April 2025 - Contract award notice on Find a Tender

## Notice URLs

- https://trigpointconsulting.co.uk
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-0508ce. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0508ce.json.