PS.

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

Westminster Council CitycontractFind a Tender ↗Ref ocds-h6vhtk-05f0f4Procurement Act 2023Concession contractSME suitableactive

Estimated value

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Awarded value

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Suppliers

1

1 SME

Lots

1

1 awarded

Published

11 Feb 2026

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.

Scope

Reference
ocds-h6vhtk-05f0f4
Commercial tool
Standalone contract
Contract dates
19 Jan 2026 to 17 Jul 2026
Possible extension to 17 Aug 2026

4 weeks for time only

CPV classifications
79342300
79410000
79411000
79411100
79415200
79419000
33124110
Particular suitability
Small and medium-sized enterprises (SME)

Submission & procedure

Procedure
Below threshold - open competition

Award details

Awarded supplier(s), contract period and value as published in the award notice.

Awarded value

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Award date

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Contract start

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Contract end

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Awarded to
HE
Human Engine LImited
SME