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Published 29 Apr 2025, 09:36 BST

Official UK procurement notice

Customer Experience Mapping · UK public procurement notice

Official notice

Authority: Local Government and Social Care Ombudsman (Central government)

Below threshold - limited competitionSME suitable
Sectors: Business Services & Consultancy (79) Delivery: North East (UKC)North West (UKD)Yorkshire & Humber (UKE)
+6 moreEast Midlands (UKF)West Midlands (UKG)East of England (UKH)London (UKI)South East (UKJ)South West (UKK)
Awarded value£20,000published award · exc. VAT
Awarded 25 Mar 2025
Awarded to Trig Point Consulting

What is being bought

Published requirement 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.

The lotProcurement structure

single lot · no lot value published
Lot #1Awarded
Delivery: North East, North West, Yorkshire & Humber, East Midlands, West Midlands, East of England, London, South East, South West
79342300 Customer services

Procedure terms & legal framework

From the official record
Procedure method
Below threshold - limited competition
Legal basis
UKPGA · 2023/54 Procurement Act 2023
Notice status
Awarded
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Unspecified in notice
Recurring procurement
Unspecified in notice
First published
29 Apr 2025, 09:36 BST
Last source update
29 Apr 2025, 09:36 BST
Authority reference
2015-01
FTS notice number
2025/S 000-017485
Latest notice
Contract award notice (UK6)
Delivery area
North East (UKC)North West (UKD)Yorkshire & Humber (UKE)East Midlands (UKF)West Midlands (UKG)East of England (UKH)London (UKI)South East (UKJ)
+1 moreSouth West (UKK)
Official registry OCID
ocds-h6vhtk-0508ce Find a Tender

Notice history

2 events · 1 release on Find a Tender · since 29 Apr 2025
  1. Contract award notice published
    29 Apr 2025, 09:36 BST
    UK6
  2. Contract signature expected
    7 May 2025, 23:59 BST
    scheduled

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 1
Awarded value £20,0001 award exc. VAT
Bids received 33 from SMEs
Awarded toValueDateStatus
Trig Point ConsultingCustomer Journey Mapping8 May 2025 – 31 Jul 2025£20,00025 Mar 2025Awarded

Bid statistics published by the authority

BidsSMEVCSEValid bid range
3final-stage tenders30—

Contracting authority & participating public bodies

Local Government and Social Care Ombudsman

Contracting authorityPublic authority - central government GB-PPON: PDRP-7293-DGWX Cheylemore House, 5 Quinton Road, Coventry, West Midlands, CV1 2WTContact email

Bidders & participating suppliers

1 commercial party on the notice
  • Trig Point ConsultingAwarded supplierGB-COH: 07409635GB-PPON: PJQZ-2585-BRGZ C/O Galloways Accounting The Mill Building, Worthing, South East, BN11 1LYContact email

Official documents & specifications (1)

Official links; attachments are not copied

Notices published for this procedure

  • Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender