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• Awarded

  Published 5 months ago

  Planning Improvement Consultancy - A820

  Swale Borough Council62,692 GBPExpiry date: 13/06/2022

  Swale Borough Council is inviting Expressions of Interest to quote for a specialist Planning Improvement Consultant. Swale Borough Council's Development Management and Planning Enforcement Services have a key part to play in delivering the Council's p... Read more

• Awarded

  Published 3 months ago

  Research Specification into customers' experience of the Profit Diversion Compliance Facility & the Diverted Profits Investigation Approach

  HM Revenue & Customs (HMRC)50,000 GBPExpiry date: 29/06/2022

  Overview HM Revenue & Customs (HMRC) invites suppliers from the Research Marketplace agreement (RM6018) to undertake research aimed at understanding customers' experience of the Profit Diversion Compliance Facility (PDCF) and the Diverted Profits (DP) In... Read more

• Awarded

  Published 8 months ago

  Agreement to provide CX training for new Housing system

  Redditch Borough & Bromsgrove District Councils22,000 GBPExpiry date: 30/06/2022

  Agreement to provide CX training for new Housing system

• Awarded

  Published 6 months ago

  Research Specification to understanding the business customer benefits of the reforms laid out in HMRC and HM Treasury's 10-year Tax Administration Strategy

  HM Revenue & Customs (HMRC)170,000 GBPExpiry date: 30/06/2022

  In July 2020, HM Treasury and HM Revenue & Customs jointly set out a 10-year Tax Administration Strategy (TAS) 'Building a trusted, modern tax administration system'1 The reforms set out in the strategy are: • The extension of Making Tax Digital to... Read more

• Awarded

  Published 9 months ago

  Re-imagining Waltham Forest’s digital channel strategy and website delivery plan post-Covid

  London Borough of Waltham Forest94,650 GBPExpiry date: 19/07/2022

  define a new digital channel strategy and help with the design of our new website, as part of our Customer Experience Strategy.

• Awarded

  Published 10 months ago

  RES/IT: Civica CX health check - professional services

  Bristol City Council15,000 GBPExpiry date: 01/08/2022

  RES/IT: Civica CX health check - professional services

• Awarded

  Published 2 months ago

  Shared Channels Experience Outcome Based Digital Services

  Department For Work and Pensions (DWP)4,900,000 GBPExpiry date: 30/09/2022

  This contract will help define and deliver a number of agreed packages of work across Shared Channels Experience & Customer Experience, working within the strategy and high level service design set by DWP. It will deliver outcomes and products utilisin... Read more

• Awarded

  Published a year ago

  Customer Experience Platform

  Ipswich Borough Council105,360 GBPExpiry date: 01/03/2023

  N/A

• Awarded

  Published 7 days ago

  HTP Agile Digital Services

  Department For Work and Pensions (DWP)4,162,500 GBPExpiry date: 13/03/2023

  DWP Digital Health and Disability are transforming the customer experience of Government by providing easy access to Health and Disability related services, with clear information, linking many new and existing systems to allow more consistent and respons... Read more

• Awarded

  Published 27 days ago

  Customer Experience and Design: User Centred Design

  Department for Education150,000 GBPExpiry date: 28/03/2023

  A User Research Tool at scale is required to support the team in the delivery and provisions of User Centred Design

• Awarded

  Published a month ago

  TTWO0190 PSC Customer Experience Regime Advisor

  Department for Transport124,045 GBPExpiry date: 31/03/2023

  Provision of technical expertise to support the PSC Customer Experience workstream

• Awarded

  Published 4 months ago

  Ride quality initiatives to improve customer experience

  Highways England259,776 GBPExpiry date: 31/03/2023

  National Highways (NH) are committed to continually improving the experience that our customers experience on the strategic road network. One priority targeted in Road Investment Strategy 2: 2020-2025 is a "maintenance approach that will focus on safety a... Read more

• Awarded

  Published 6 months ago

  Customer Experience Measurement Partner

  East West Railway Company Ltd176,676 GBPExpiry date: 10/04/2023

  The Service Provider is to deliver an established Customer Experience Measurement Strategy. Specifically: 1. Undertake research fieldwork surveys of people within a defined area associated with the proposed EWR Co. corridor. 2. Analyse survey insi... Read more

• Awarded

  Published a year ago

  Customer Experience Intelligence Partner 2

  Highways England1,000,000 GBPExpiry date: 18/04/2023

  CEIP2 - Work with HE including user research and testing, content design, digital guidance, accessibility and best practice. Ensure design principles, design guide and service maps are relevant and aligned to service. - Work with suppliers to assist des... Read more

• Awarded

  Published 9 months ago

  Customer Experience Platform (CRM)

  Buckinghamshire Council149,500 GBPExpiry date: 15/06/2023

  Service Designer/Customer Portal/Staff Portal Customer Service Hub (Inclusive of 15 users) MyAccount Per Secure Service - Benefits

• Awarded

  Published 8 months ago

  Customer Focused Digital Diversion Routes

  Highways England121,265 GBPExpiry date: 31/08/2023

  Highways England is looking to award a contract for the provision of services to support the development of a diversion route toolkit and support the planning, monitoring and evaluation of on-road trials. These trials are part of Highways England's ongo... Read more

• Awarded

  Published 8 months ago

  Robotic Process Automation (RPA) Pilot G-Cloud 12 call off

  London Borough of Merton231,950 GBPExpiry date: 19/09/2023

  The purpose of the pilot is to test the deployment of RPA in financial assessment of the Adult Social Care unit. The Financial Assessment Team comprise of 3 assessors, one administrative officer and a manager. The Adult Social Care unit covers work acros... Read more

• Awarded

  Published 7 months ago

  Volunteer Management System

  Liverpool City Council14,500 GBPExpiry date: 31/10/2023

  Liverpool City Council (LCC) has a refreshed Employees Volunteer Scheme with the purpose of demonstrating commitment to and reconnecting with our communities. In addition to providing opportunities for the employees. The aim is to encourage and grow volun... Read more

• Awarded

  Published a year ago

  Qualtrics Customer Experience Platform

  Department of Health and Social Care525,000 GBPExpiry date: 20/12/2023

  Voice of the Customer Survey Management

• Awarded

  Published 3 months ago

  HMCTS Reform Interactive Voice Response Recordings Contract

  Ministry of Justice100,000 GBPExpiry date: 03/01/2024

  HMCTS Digital and Technology Services are procuring an IVR Design and Management Service. The Authority is looking to appoint and work with a supplier which has a proven track record in delivery in this area, with demonstrable evidence of a flexible appro... Read more

• Awarded

  Published 2 months ago

  Civica Software Licenses and Annual Maintenance

  London Borough of Southwark132,977 GBPExpiry date: 27/02/2024

  Civica Software Licenses and Annual Maintenance Civica APP Software Licences (90 Users) Civica Cx Software Licences (90 Users) Annual Maintenance for the above modules of software Keywords: IT software

• Awarded

  Published 7 months ago

  Customer Experience Tracker 2021

  Highways England940,000 GBPExpiry date: 29/03/2024

  The Customer Experience Tracker (CET) will be a robust, systematic survey instrument that can quantitatively monitor and track changes in core variables over time; be used to understand who our customers are, their needs and priorities, and provide benchm... Read more

• Awarded

  Published 5 days ago

  Design, building and maintainence of interfaces between core saas systems

  One Housing85,600 GBPExpiry date: 31/03/2024

  Universal Adapter Multi-Use to provide integration between Microsoft Dynamics and Civica Cx

• Awarded

  Published 2 months ago

  Bristol City Council Housing Software - re-licensing, support & maintenance

  Bristol City Council1,701,887 GBPExpiry date: 30/04/2024

  RM 3821 Lot 1a - Service Catalogue - CX-HMS-CXH5 and CX-HMS-CX6 CX Housing, Keystone, CX Contracttor Workforce, Abritas, SAVA IE re-licensing and support & maintenance Hosted in Civica datacentre

• Awarded

  Published a year ago

  Customer Experience Tracking Study

  Ordnance Survey333,000 GBPExpiry date: 08/08/2024

  OS requires a supplier capable of delivering customer tracking and actionable insights about important aspects of the customer experience.

• Awarded

  Published a year ago

  Customer Experience Tracking Survey

  Ordnance Survey330,000 GBPExpiry date: 08/08/2024

  OS requires a supplier capable of delivering customer tracking and actionable insights about important aspects of the customer experience.

• Awarded

  Published 9 months ago

  Provision of Information, Advice and Guidance Services across the Dorset Council Local Authority Area

  Dorset Council2,823,250 GBPExpiry date: 30/09/2024

  The purpose of this contract is to have a joined up single service contract for information, advice and guidance whereby key stakeholders work together to design and deliver a multi-channel approach to information, advice and guidance. Definition and... Read more

• Awarded

  Published 8 months ago

  WSCC - JS - Provision of End User Services for West Sussex County Council (CCS RM3804 (Lot3a)) - AWARD

  West Sussex County Council7,240,139 GBPExpiry date: 30/09/2024

  A contract for the provision of End User Services as described in Document 2: The Specification ("The Services") is being tendered by West Sussex County Council ("The Council") in accordance with the Public Contracts Regulations 2015 (SI 2015/102) ("The 2... Read more

• Awarded

  Published 10 months ago

  GB-London: CON-21-033 Recorded Voice

  Financial Conduct Authority41,040 GBPExpiry date: 30/09/2024

  The FCA's Supervision Hub provides direct multi-channel support to UK consumers regarding regulated firms, and to over 50,000 regulated firms on their regulatory obligation and use of or systems. We handle 300,000 queries a year most of when come via our ... Read more

• Awarded

  Published 6 months ago

  Show Home Interior Design

  Housing 21180,000 GBPExpiry date: 31/10/2024

  Housing 21 are looking to appoint Suppliers who can design and fit out the marketing suites (show apartment and sales offices) within the budget set by Housing 21. Within the Show Apartment, successful Suppliers will also be expected to display customer o... Read more

• Awarded

  Published 6 months ago

  Leisure Management Software and Access Control

  Chesterfield Borough Council313,550 GBPExpiry date: 15/11/2024

  Chesterfield Borough Council are looking to award a contract for the Leisure Management Software and Access Control. The Council manages 2 leisure facilities in the borough and its looking to engage with a supplier to its transform leisure services by del... Read more

• Awarded

  Published 7 months ago

  Contract

  Phoenix Community Housing48,000 GBPExpiry date: 01/12/2024

  Phoenix are seeking a supplier who can evidence an excellent track record of providing a 'high standard' of call handling expertise, sufficient resource and associated services knowledge to deliver a seamless telephone service OOH to Phoenix's residents (... Read more

• Awarded

  Published 5 months ago

  21 065 Contact Centre as a Service (CCaaS)

  Cheshire East Council881,733 GBPExpiry date: 17/12/2024

  Decision to award a contract to Business Systems for NICE Incontact cloud contact solution for all contact centre functionality for Cheshire East Council. Providing omni channel contact centre functionality to support the corporate contact centre and tele... Read more

• Awarded

  Published 20 days ago

  Town Deals - Carlisle Library - Digital Community Learning Hub

  Cumbria County Council170,371 GBPExpiry date: 31/12/2024

  This is an exciting opportunity to entirely redesign the councils 'customer experience' in an established city centre location offering a quality 'one stop' shop for customers. The new digital community learning hub will be a space where customers and vis... Read more

• Awarded

  Published 3 months ago

  Telephony Service Voice Artist

  HM Revenue & Customs (HMRC)120,000 GBPExpiry date: 01/02/2025

  HMRC's Telephony Service uses call routing announcements and messages to direct customers to the appropriate advisor or service to handle their call. We use a Voice Artist to record professional outgoing messages and announcements for the Speech Applicati... Read more

• Awarded

  Published 10 months ago

  GB-Newcastle upon Tyne: T20/3558 Market Research Lot Two Customer Experience and Segmentation

  Northumbria University746,160 GBPExpiry date: 30/04/2025

  Market Research Services

• Awarded

  Published 7 months ago

  Replacement of Universal Housing Solution

  One Housing500,000 GBPExpiry date: 29/09/2025

  Delivery of a new CX solution and maintenance support contract

• Awarded

  Published 2 months ago

  Sales & Marketing Framework

  Catalyst Housing Limited30,000,000 GBPExpiry date: 30/09/2025

  Catalyst Housing is an ambitious G15 Registered Provider with a development strategy set to deliver 1300 homes a year. As a mixed-use housing provider our strategy is predicated on a strong performing sales function able to influence site specific develop... Read more

• Awarded

  Published 3 months ago

  Eforms and Customer Experience Platform

  Nottingham City Council81,575 GBPExpiry date: 17/01/2026

  Government low code Platform, multi-channel, end-to-end, customer experience services and channel shift. Enables self-service, CRM, CXP replacement with CRM-light, case management, Revs and Bens, Council Tax, Benefits, Housing, Housing Rents, NNDR, eForms... Read more

• Awarded

  Published a year ago

  CC15571 Activities Centre Management Software

  Hampshire County Council90,000 GBPExpiry date: 31/03/2026

  Activity Centre software solution to manage various systems at four Hampshire Outdoor Centres. This will drive efficiencies, improve safety, and improve customer experience. Specific functions required include:  Staff qualification and training r... Read more

• Awarded

  Published 10 months ago

  IT Service management tool

  Leeds Trinity University40,087 GBPExpiry date: 20/05/2026

  The new system should support our goal to "provide a service management solution and for the IT Services, Information Systems and Library Services, to deliver improved efficiencies and ways of working, enhanced oversight and a better customer experience".... Read more

• Awarded

  Published a year ago

  Customer Engagement Centre

  Department for Education37,639,285 GBPExpiry date: 01/08/2026

  The Department for Education (DfE) acting through the Education and Skills Funding Agency (ESFA) has awarded a single supplier contract to deliver the Customer Engagement Centre Service (CEC). The service shall provide a digital-first, Omni-Channel mod... Read more

• Awarded

  Published 3 months ago

  St Helens Council CX Fully Managed System

  St Helens Council450,000 GBPExpiry date: 31/12/2026

  St Helens Council CX Fully Managed System