---
title: "Provision of UKCSI Data & Discovery Roadmap Membership"
ocid: "ocds-h6vhtk-06dfd4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06dfd4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06dfd4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06dfd4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "Driver and Vehicle Licensing Agency"
published: "2026-08-10"
---

# Provision of UKCSI Data & Discovery Roadmap Membership

Buyer: Driver and Vehicle Licensing Agency  
Current stage: Award  
OCID: ocds-h6vhtk-06dfd4

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## Summary

The Driver and Vehicle Licensing Agency (DVLA) procured a three-year Institute of Customer Service Discovery Roadmap Membership and bespoke UK Customer Satisfaction Index (UKCSI) analysis. The service covers twice-yearly analysis of DVLA’s website, non-website and overall services, benchmarking performance against other organisations, top-performing organisations and the Public Services National sector. It also includes Public Services National Sector Reports, benchmarking surveys covering customers, employees and trust, research, training and sector engagement. The outputs support performance monitoring, reporting, external benchmarking, Customer Service Excellence requirements and DVLA’s strategic objectives. The work is delivered for DVLA, whose base is in Swansea. The procurement is for membership organisation services.

The procurement is complete and the contract was awarded to the Institute of Customer Service (ICS) on 30 July 2026. It used a direct award below the threshold without competition, with one completed lot. The contract was signed on 30 July 2026 and runs from 1 August 2026 to 31 July 2029. Its value is £63,100 excluding VAT and £75,720 including VAT. The contract is active. The stated basis for the direct award is that ICS is the sole provider of UKCSI research and reports, allowing DVLA to maintain consistency with previous years and make direct year-on-year comparisons. The requirement was evaluated as a services procurement.

This requirement is most relevant to organisations specialising in customer satisfaction research, service-performance benchmarking and public-sector insight. Credible suppliers would need to produce tailored analysis across digital and non-digital customer services, compare results with peer and high-performing organisations, and provide sector-specific interpretation. Experience of customer, employee and trust surveys would support the wider membership offer, alongside capabilities in research, reporting, training and stakeholder engagement. Suppliers should be able to turn recurring benchmark data into practical evidence for performance monitoring, external reporting and continuous service improvement. Familiarity with UK public services, Customer Service Excellence expectations and strategic performance frameworks would strengthen credibility. The procurement also shows the buyer values consistency in methodology and year-on-year comparability from an established research source.

## Notice

The requirement is for a three-year Institute of Customer Service (ICS) Discovery Roadmap Membership, together with bespoke UK Customer Satisfaction Index (UKCSI) analysis provided twice yearly (January and July). DVLA requires continued access to tailored UKCSI analysis to benchmark customer satisfaction performance against other organisations, including comparison with top-performing organisations and the Public Services National sector. The outputs will cover DVLA's website, non-website and overall services and will be used to support performance monitoring, reporting, and external benchmarking requirements (including Customer Service Excellence and DVLA's Strategic objectives). In addition, the Discovery Roadmap membership provides enhanced value for money by incorporating the Public Services National Sector Reports, broader insight, benchmarking surveys (customer, employee and trust), and access to research, training and sector engagement. This enables more comprehensive performance evaluation and supports continuous service improvement. ICS is the sole provider of UKCSI research and reports. Retaining this data source ensures consistency with previous years, enabling direct year-on-year comparison of DVLA's performance.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/075605-2026 |
| Notice type | UK7 - Contract Details Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Below threshold - without competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 30 Jul 2026 |
| Contract period | 1 Aug 2026 - 31 Jul 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £63,100 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Driver and Vehicle Licensing Agency |
| Locality | SWANSEA |
| Postcode area | Swansea |
| Postcode | SA6 7JL |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL4 Mid and South West Wales |
| ITL 3 | TLL43 Swansea |
| Local authority | Swansea |
| Electoral ward | Mynydd-bach |
| Westminster constituency | Swansea West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Institute of Customer Service (ICS) |

## CPV Codes

### Divisions

- 98 - Other community, social and personal services

### Codes

- 98100000 - Membership organisation services

## Release History

- 10 Aug 2026 at 11:01 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/075605-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/075605-2026
  10th August 2026 - Contract details notice on Find a Tender

## Notice URLs

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

## Provenance

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