--- title: "Customer Journey Mapping" ocid: "ocds-kuma6s-116607" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-116607" markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-116607.md" json_url: "https://d3tenders.com/contract/ocds-kuma6s-116607.json" source: "Sell2Wales" current_stage: "Award" buyer: "NATURAL RESOURCES WALES" published: "2023-05-02" --- # Customer Journey Mapping Buyer: NATURAL RESOURCES WALES Current stage: Award OCID: ocds-kuma6s-116607 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-116607) [Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-116607.json) ## Summary Natural Resources Wales has recently awarded a contract for the procurement of services related to Customer Journey Mapping. The tender was initiated on 2023-05-02 by Natural Resources Wales, a Welsh Government Sponsored Body based in Cardiff, UK. The procurement process reached the award stage, and the winning supplier was Mima Group Limited. The contract was signed on 2022-02-07. The procurement involved the tender method, and the main procurement category was services. The project aimed to support a customer-centric approach through Customer Journey Mapping activities aimed at enhancing the customer experience and stakeholder management strategies. The Customer Journey Mapping tender issued by Natural Resources Wales provides a growth opportunity for small and medium-sized enterprises (SMEs) with expertise in environmental protection services. Companies specialising in delivering customer experience mapping, stakeholder management, and strategic planning services compatible with the outlined requirements would be well-suited to compete. The procurement is particularly relevant for businesses operating in the UK, specifically Wales, that can deliver services in both Welsh and English. The contract represents a strategic opportunity to contribute to Natural Resources Wales' customer experience strategy in Years 2 and 3. ## Notice With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T ### Lot Information Lot 1 Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification. ## Key Details | Field | Value | | --- | --- | | Publication source | Sell2Wales | | Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607 | | Notice type | OJEU - F3 - Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 2 May 2023 | | Submission deadline | 20 Jan 2022 | | Future notice date | Not specified | | Award date | 7 Feb 2022 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £150,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | NATURAL RESOURCES WALES | | Locality | BANGOR | | Post town | Llandudno | | Postcode | LL57 2DW | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL52 Cardiff and Vale of Glamorgan | | Local authority | Cardiff | | Electoral ward | Plasnewydd | | Westminster constituency | Cardiff East | | Delivery location | TLL Wales | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | MIMA GROUP | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79212110 - Corporate governance rating services - 79342310 - Customer survey services ## Release History - 2 May 2023 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607 - 8 Dec 2021 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=116607 ## Documents - https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=DEC381802 Customer Journey Mapping - With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T - https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=MAY436116 Customer Journey Mapping - With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T ## Notice URLs - http://naturalresourceswales.gov.uk - https://api.sell2wales.gov.wales/v1?lang=cy/Notice?id=ocds-kuma6s-116607 - https://etenderwales.bravosolution.co.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-kuma6s-116607. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-116607.json.