BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)
Details
- Value
- £99,000
- Topic
- Diagnostic systems
- Published
- 8 December 2025
- Submission
- 13 January 2026
- Source
- uk:find_a_tender
Tender description
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.
Timeline
- Completed: Tender published8 December 2025Current notice
- Completed: Submission date13 January 2026
About the buyer
Westminster City Council is a London local authority that centralised procurement into a dedicated department in 2020. Tenders above a set threshold are advertised on the council's Jaggaer-built portal alongside Find a Tender. Lower-value contracts go through a streamlined request for quote process for smaller suppliers. Larger contracts run through open procedures, restricted tendering, or frameworks and dynamic markets. The council commissions adults' and children's services with the Royal Borough of Kensington and Chelsea under a bi-borough arrangement. A Contract Management Framework, refreshed in November 2023, governs awarded contracts.
UK local government drives £140bn in annual procurement, led by social protection (£66.6bn) and education (£57.1bn).
Over the past 5 years, most of Westminster City Council's contract awards have been in health and social work, architectural and engineering services and business services.
Relevant CPV 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
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@westminster-city-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@westminster-city-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@westminster-city-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@westminster-city-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@westminster-city-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@westminster-city-council.gov |
121 similar open tenders
See more open tenders related to BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future).
Related topics
Topics related to BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future), ranked by notice volume.
- 4,660£127.0bn
Related buyers
Buyers similar to Westminster City Council.
- 1,588£16.5bn
- 1,384£1.6bn
- 1,056£3.2bn
- 1,003£1.8bn
- 888£2.0bn
- 841£901.0m
- 830£389.0m
- 769£18.0bn
- 707£551.1m
- 625£2.4bn
Win more public sector contracts
Track every UK and Ireland tender in one place — set up alerts, find decision-makers, and never miss an opportunity.
