Scope
Description
Westminster City Council is seeking competitive bids for the delivery of this Customer Diagnostic. This approach ensures value for money, transparency, and alignment with procurement best practice.
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.
For further details download the tender pack at: https://wcc.ukp.app.jaggaer.com/go/96179780019AFE7D8210
Total value (estimated)
- £99,000 excluding VAT
- £118,800 including VAT
Below the relevant threshold
Contract dates (estimated)
- 19 January 2026 to 17 July 2026
- Possible extension to 17 August 2026
- 6 months, 30 days
Description of possible extension:
4 weeks 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
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
19 December 2025, 10:00am
Tender submission deadline
5 January 2026, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Award criteria
Relevant experience and track record (20%)
Methodology and approach (10%)
Team capability and capacity (10%)
Delivering diagnostics for savings (15%)
Ongoing tailoring (10%)
Social Value and Responsible Procurement (5%)
Procedure
Procedure type
Below threshold - open competition
Special regime
Concession
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