--- title: "BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)" ocid: "ocds-h6vhtk-05f0f4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05f0f4" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f0f4.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f0f4.json" source: "Find A Tender Service" current_stage: "Award" buyer: "WESTMINSTER CITY COUNCIL" published: "2026-02-11" --- # BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future) Buyer: WESTMINSTER CITY COUNCIL Current stage: Award OCID: ocds-h6vhtk-05f0f4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05f0f4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05f0f4.json) ## Summary Westminster City Council has completed the procurement process for the "BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)" contract. The tender aimed to address fragmented customer contact within multiple services and channels, thereby defining a Target Operating Model for improving future customer experiences. Human Engine Limited, a small to medium-sized enterprise based in Aylesbury, was awarded the contract. This procurement was conducted as an open competition below the threshold, ensuring transparency and adherence to best practices. The contract period is set to commence on 23rd February 2026 and last until 22nd August 2026, with potential renewal extending to 22nd September 2026. Located in London, this contract falls under the service category, specifically targeting management and consultancy services. This contract represents a significant opportunity for businesses specialising in consultancy services, particularly in diagnostics and customer management, to engage with a public authority in a long-term project. Suitable candidates are consultancies offering business development, general management, and evaluation services, as well as design consultancy expertise. With the procurement method fostering competitive bids, companies have prospects for demonstrating value and efficiency in their offerings. Westminster City Council's focus on improving customer service efficiency presents a strong platform for consultancy firms to showcase their capabilities in delivering effective strategies and models for transformation and growth. Businesses with a track record in similar governmental projects are likely to find competitive advantage in this tender. ## Notice Westminster City Council has awarded the contract to deliver a Customer Diagnostic. Currently, customer contact is fragmented across multiple services and channels, creating duplication, inefficiencies, and inconsistent experiences. This diagnostic will assess the current customer contact landscape, identify opportunities for improvement, and define a Target Operating Model (TOM) for future customer experience. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/012169-2026 | | Notice type | UK7 - Contract Details Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Below threshold - open competition | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Feb 2026 | | Submission deadline | 13 Jan 2026 | | Future notice date | Not specified | | Award date | 10 Feb 2026 | | Contract period | 23 Feb 2026 - 22 Aug 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £99,000 | | Lots value | £99,000 | | Awards value | Not specified | | Contracts value | £78,300 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | WESTMINSTER CITY COUNCIL | | Locality | LONDON | | Post town | South West London | | Postcode | SW1E 6QP | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | HUMAN ENGINE | ## CPV Codes ### Divisions - 33 - Medical equipments, pharmaceuticals and personal care products - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 33124110 - Diagnostic systems - 79342300 - Customer services - 79410000 - Business and management consultancy services - 79411000 - General management consultancy services - 79411100 - Business development consultancy services - 79415200 - Design consultancy services - 79419000 - Evaluation consultancy services ## Release History - 11 Feb 2026 at 08:20 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/012169-2026 - 18 Dec 2025 at 09:01 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/084114-2025 - 10 Dec 2025 at 15:14 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/081598-2025 - 8 Dec 2025 at 15:13 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/080700-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/012169-2026 11th February 2026 - Contract details notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/084114-2025 18th December 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/081598-2025 10th December 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/080700-2025 8th December 2025 - Tender notice on Find a Tender ## Notice URLs - https://wcc.ukp.app.jaggaer.com/go/96179780019AFE7D8210 - https://www.legislation.gov.uk/ukpga/2023/54/contents - https://www.westminster.gov.uk/ ## 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-05f0f4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05f0f4.json.