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Find a TenderAwarded without competition
Published 16 Aug 2021, 21:27 BST

Official UK procurement notice

Swan Housing Customer Segmentation and Journey Mapping 2021

Official notice

Authority: SWAN HOUSING ASSOCIATION LIMITED (Housing)

Framework agreementServicesAward procedure without prior publication of a call for competition
Sectors: Business Services & Consultancy (79) Delivery: East of England (UKH3)
Framework ceiling (notional)Value not publishedframework ceiling, not attributable revenue
Awarded 1 Apr 2021no call for competition

What is being bought

Published requirement description

We are seeking an external partner who can help us with the first phase of our development, to enable us to better understand who our customers are and how they interact with us currently. Only by speaking with our customers and our people can we start to understand how we can better deliver our services. We are looking for a consultant that has the vision and skills to help create customer personas through segmentation and then map a select number of customer journeys. When we refer to our customer this encompasses not just our general needs residents but our supported housing residents, care and support customers, private sector renters, leaseholders, keyworkers and sales customers.

CPV: Customer survey services

How this framework works

From the published notice
Bids received
4 bids received · 1 suppliers appointed

The lotProcurement structure

single lot · no lot value published
Lot #1Specifically, we want to achieve the following by partnering with an external consultant:Awarded

Specifically, we want to achieve the following by partnering with an external consultant:

  • Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers;
  • Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.
Delivery: East of England
Extensions: Potential to extend a further 3 months
79342310 Customer survey services

Procedure terms & legal framework

From the official record
Procedure method
Award procedure without prior publication of a call for competition
Legal basis
CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category
Services
Notice status
Awarded without competition
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Framework agreement
Who may use this agreement
Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type
Direct award (no call for competition)
GPA / WTO covered
Unspecified in notice
Recurring procurement
Unspecified in notice
First published
16 Aug 2021, 21:27 BST
Last source update
16 Aug 2021, 21:27 BST
Authority reference
ITT 5778 RM6018
FTS notice number
2021/S 000-020005
Classification (CPV)
Customer survey services
Delivery area
East of England (UKH3)
Official registry OCID
ocds-h6vhtk-02d593 Find a Tender
Why no open competition
The procurement falls outside the scope of application of the directive
Published justification

Crown Commercial Services Dynamic Purchasing System

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Suppliers appointed 1admitted to the panel · see the list ↓
Bids received 4
Contracts signed 1latest 1 Apr 2021

1 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.

Contracts

  • Contract 020005-2021-1

    Signed
    1 Apr 2021
    Value
    £57,879
    Status
    active

Bid statistics published by the authority

BidsSMEVCSEValid bid range
4bids · 4 electronic———

Contracting authority & participating public bodies

SWAN HOUSING ASSOCIATION LIMITED

Contracting authorityHousingHousing AssociationHousing and community amenities Pilgrim House,High Street, BILLERICAY, East of England, CM129XYContact name, email, phone

Dispute resolution & review bodies

  • Cabinet OfficeReview body London

Framework contractors & participating bidders

1 commercial party on the notice
  • MEL RESEARCH LIMITEDFramework contractor BIRMINGHAM, West Midlands, B2 5DPContact email

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.