Scope
Reference
2015-01
Description
Our customer's experience very much depends on the type of complaint they are making, how we communicate, the length of time it takes and the outcome of a case.
We are looking for a comprehensive understanding of those customer journeys.
We have limited resources and expertise to map the customer journey from first contact to decision. Therefore, we require an external research/consultancy company to help us deliver this work.
Contract 1. Customer Journey Mapping
Supplier
Contract value
- £20,000 excluding VAT
- £24,000 including VAT
Below the relevant threshold
Award decision date
25 March 2025
Earliest date the contract will be signed
7 May 2025
Contract dates (estimated)
- 8 May 2025 to 31 July 2025
- 2 months, 24 days
Main procurement category
Services
CPV classifications
- 79342300 - Customer services
Contract locations
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
Information about tenders
- 3 tenders received
- 3 tenders assessed in the final stage:
- 3 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 2 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Below threshold - limited competition
Supplier
Trig Point Consulting
- Companies House: 07409635
- Public Procurement Organisation Number: PJQZ-2585-BRGZ
C/O Galloways Accounting The Mill Building
Worthing
BN11 1LY
United Kingdom
Email: info@trigpointconsulting.co.uk
Website: https://trigpointconsulting.co.uk
Region: UKJ27 - West Sussex (South West)
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Contract 1. Customer Journey Mapping
Contracting authority
Local Government and Social Care Ombudsman
- Public Procurement Organisation Number: PDRP-7293-DGWX
Cheylemore House, 5 Quinton Road
Coventry
CV1 2WT
United Kingdom
Email: procurement@lgo.org.uk
Region: UKG33 - Coventry
Organisation type: Public authority - central government