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Expired contract

BT408 - Customer Diagnostic (Westminster 2030 - Fit for the Future)

Details

Buyer
Westminster City Council
Supplier(s)
Human Engine Ltd
Duration
6 months
Topic
Diagnostic systems
Published
11 February 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. ## Contract award

Timeline

  1. Award published11 February 2026
    Current notice
  2. Award date11 February 2026
  3. Contract expiry date22 August 2026

About the buyer

Westminster City Council is a London local authority that centralised procurement into a dedicated department in 2020. 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.

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.

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Decision makers

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