Published date: 1 May 2018

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 8 December 2017

Contract summary

Industry

  • Customer services - 79342300

  • Customer satisfaction survey - 79342311

Location of contract

Any region

Value of contract

£1

Procurement reference

PSA 01/17

Published date

1 May 2018

Closing date

8 December 2017

Contract start date

1 January 2018

Contract end date

30 June 2018

Contract type

Service contract

Procedure type

Open procedure (below threshold)

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

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

HM Land Registry (HMLR) serves a diverse customer base which has, or acts for others which have, interests in land and property. The organisation receives both requests for information (to read information from the Land Register) and registration applications (to create or change the Land Register). These requests are in high volumes, with 100,000 information requests per day (mostly automated and on line) and 20,000 registration applications per day.

There are 24m registered title holders in England and Wales and HMLR's customer base comprises 12,000 businesses and a much larger number of citizens.

Requirements

HMLR is commissioning a piece of work to;

• assess the extent to which HMLR's proposition is known and understood by its customers
• understand how well HMLR delivers it's proposition
• elaborate on existing HMLR customer segmentation work and use this to define specific needs based on personas;
• map existing HMLR customer journeys and use insight to assess the current status of each stage of the journey by customer segment, identifying 'moments of truth' and 'problem areas'
• summarise overall customer experience
• map the desired future state journeys (3 year horizon) based on customer needs, by segment, highlighting and prioritising developments including journey steps that should be decommissioned, enhanced and created and specific experience improvements

The engagement will require time to be spent with the existing HMLR Customer Insight team (who will provide insight), key stakeholders in HMLR and a few initial customer visits / workshops to review and validate existing insight.

Deliverables

The Deliverables are as follows:
1. A validation of HMLR customer segmentation and the creation of customer personas to articulate needs
2. Summary findings, conclusions and recommendations of how well the HMLR customer proposition meets each customer segment's needs; how well it is articulated and understood, is it easy to find?
3. Summary of findings, conclusions and recommendations of how well the HMLR service delivery performance meets each customer segment's needs
4. Multi-channel customer journey maps by segment (5) to show current state journeys across existing channels. This will include identification of pain points and moments of truth and overall experience.
5. An overlay on the above multi-channel customer journey maps to identify 'preferred paths' that should be enhanced and developed as well as any paths that should be 'decommissioned'.
6. A roadmap for change (identifying impact of change on overall experience)

More information

Previous notice about this procurement

Customer Experience Mapping

  • Opportunity
  • Published 7 December 2017, last edited 7 December 2017

Attachments

Award information

Awarded date

21 December 2017

Contract start date

3 January 2018

Contract end date

30 June 2018

Total value of contract

£0

This contract was awarded to 1 supplier.

ENGINE PARTNERS UK LLP

Address

60 GREAT PORTLAND STREET
W1W 7RT
GB

Reference

Companies House number: 0

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Kevin Coxon

Address

HM Land Registry
Castle Wharf House
Nottingham
NG1 7AU
England

Email

kevin.coxon@landregistry.gov.uk