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AwardedFind a Tender · award

2023_Global - Think Customer

Buyer: British Council →

BuyerBritish Council
StatusAwarded
DeadlineNot published
ValueValue not published
Published5 Jul 2023

What is being bought

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey. The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales and service model, co-design and then support the implementation of the future operating model.

Delivery location

UK · UK

Categories

Business and management consultancy and related services 79400000Business and management consultancy and related services 79400000

Lot details

Realising business performance through customer centricity.

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 - Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course

Statuscancelled

Award criteria
price

Building a high performing sales and customer service function

The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 2 - Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model.Interested suppliers should register on In-tend (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course

Statuscancelled

Award criteria
price

What is included

ItemCategoryQuantity
1Business and management consultancy and related servicesNot published
2Business and management consultancy and related servicesNot published

Comparable-procurement analytics

Benchmarked against retained Find a Tender procedures with CPV division 79. The category anchor is Business and management consultancy and related services (79400000); this is a deliberately broad market comparator. The comparison is shown at several levels rather than pretending one company or region is always the best benchmark.

Comparison setProceduresReported bids per procedureNamed award suppliersPrice evidence
Market: CPV division 7913,7404 median · 30.9 average (5,803 of 13,740 with a bid count)3.2 average (6,507 of 13,740 with named award suppliers)1 comparable price pairs
Same buyer23 median · 3 average (1 of 2 with a bid count)1 average (1 of 2 with named award suppliers)Not published
Delivery region: UK3,8104 median · 60.1 average (1,523 of 3,810 with a bid count)5 average (1,809 of 3,810 with named award suppliers)Not published

“Reported bids” is an official aggregate, sometimes reported per lot; it is the closest available competition measure. “Named award suppliers” are winners, not all applicants.

Price-outcome signal

Not enough comparable procedures currently publish both a GBP tender value and a usable lowest-valid-bid value to calculate a responsible price-reduction benchmark. Tenderline deliberately does not infer a saving from named award suppliers or from missing award values.

Procurement strategy & market signals

Framework agreementNot published
Dynamic purchasing systemNot published
Competitive procurementNot published
Recurring requirementNot published
Procurement method rationaleNot published
Rationale classificationsNot published
Special regimeNot published
Covered byNot published
Submission policyNot published
Selection criteriaNot published
Risk detailsNot published

Planning & early market engagement

BudgetNot published
No-engagement rationaleNot published
Planning documents0
Planning milestones0

No planning milestones published.

Related procurements

No linked framework, prior procurement or reprocurement published.

Awards

Building a high performing sales and customer service function

Statusactive
SupplierClarasys Ltd

Contracts

Realising business performance through customer centricity.

Statusactive
Value£961,700

Building a high performing sales and customer service function

Statusactive
Value£980,905

Documents & submission route

No documents are published in the current source record.

Source data inventory

Diagnostic view. “Not published” means this current release does not provide a value.

OCIDocds-h6vhtk-03a527
Latest release ID019170-2023
Latest release timestampWed Jul 05 2023 14:04:23 GMT+0000 (Coordinated Universal Time)
Sourcefind-a-tender
Official notice URLNot published
Tender statuscomplete
Procurement methodopen
Procurement method detailsOpen procedure
Main procurement categoryservices
Above thresholdNot published
Legal basis32014L0024
Tender period: startNot published
Tender period: endNot published
Expression of interest deadlineNot published
Enquiry deadlineNot published
Award period: startNot published
Award period: endNot published
Submission method detailsNot published
Submission languagesNot published
Electronic catalogue policyNot published
Total tender valueNot published
Tender lots in source2
Tender items in source2
Tender documents in source0
Awards in latest release2
Contracts in latest release2
Parties in latest release4

Notice history

DateEventReference
5 Jul 2023award, contract019170-2023
13 Feb 2023tender004354-2023

All source data

Unmodified official OCDS data retained by Tenderline for this procurement process.

Complete current OCDS release JSON
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Complete JSON history (2 releases)
5 Jul 2023 · 019170-2023 · award, contract
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      "identifier": {
        "legalName": "Clarasys Ltd"
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13 Feb 2023 · 004354-2023 · tender
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