Scope
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 1
Supplier
Contract value
- £78,300 excluding VAT
- £93,960 including VAT
Below the relevant threshold
Date signed
10 February 2026
Contract dates
- 23 February 2026 to 22 August 2026
- Possible extension to 22 September 2026
- 7 months
Description of possible extension:
1 month for time only
Main procurement category
Services
CPV classifications
- 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
- 33124110 - Diagnostic systems
Procedure
Procedure type
Below threshold - open competition
Special regime
Concession
Supplier
Human Engine LImited
101 Aylesbury Road, Bierton
Aylesbury
HP22 5BT
United Kingdom
Region: UKJ13 - Buckinghamshire CC
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Contract 1
Contracting authority
Westminster City Council
- Public Procurement Organisation Number: PJVD-6261-BPPJ
64 Victoria Street
London
SW1E 6QP
United Kingdom
Email: buyingteam@westminster.gov.uk
Website: https://www.westminster.gov.uk/
Region: UKI32 - Westminster
Organisation type: Public authority - sub-central government