Published date: 17 May 2017

Last edited date: 17 May 2017

This notice was replaced on 3 May 2018

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 3 May 2018)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

Any region

Value of contract

£0

Procurement reference

HM LR Contact Centre Consultancy 2017

Published date

17 May 2017

Closing date

22 May 2017

Contract start date

30 May 2017

Contract end date

14 July 2017

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

A major programme of improvement is required to deliver a consistent and efficient service that meets customers' needs. The ensuing transformation is likely to involve organisational restructuring, work-flow re-design, technology, people and process improvements.

HMLR is aware that channel shift will play an important part in its mid- to long-term contact strategy, but the scope of this piece of work is primarily about the 'what?' and 'how?' of improving call handling performance.

HMLR is therefore commissioning a piece of consultancy to identify and quantify the real and tangible opportunities in this area.

The consultancy work will require time to be spent at the two Customer Service Centre locations in Swansea and Durham, as well as some visits to HMLR Head Office in Croydon for reporting and senior stakeholder engagement.

More information

Attachments

About the buyer

Contact name

A. Hardy

Address

2 Castle House
Castle Wharfe
Nottingham
NG1 7AU
England

Email

Anne.Hardy@landregistry.gov.uk