United Kingdom11 days leftOpen

Customer Journey Mapping Project

Tender Overview

LOCATION

Hampshire and Isle of Wight, United Kingdom

VALUE

£180,000

DEADLINE

February 13, 2026 at 12:00

CATEGORY

Other

CPV CODE

72220000

REFERENCE

004412-2026

Project Timeline

Contact Information

View Original

Original Tender Description

In 2026 Abri commences its new corporate strategy. Key components of this strategy are the provision of Ideal Homes, Services and the creation of an Ideal Organisation, capable of delivering the homes and services our current and future customers need. A key aspect of improving our services (making them better match our ideals) is to understand our current customer journeys, understand what good looks like, and understand the gap between the two. With clear realistic and actionable plans to close those gaps to inform future practice.
⚠️

MANDATORY EXCLUSION GROUNDS

  • No mandatory exclusion grounds are explicitly stated in the provided tender summaries.

ELIGIBILITY REQUIREMENTS

  • The bidder must be a legal entity capable of contracting with The Swaythling Housing Society Ltd (Trading as Abri).
  • The bidder must register on the Abri e-Tendering Portal.
  • The bidder must offer services falling under CPV category 72220000 (Systems and technical consultancy services).
🔧

TECHNICAL CAPABILITY REQUIREMENTS

  • The bidder must demonstrate expertise in customer journey mapping.
  • The bidder must demonstrate capability in analyzing current customer experiences.
  • The bidder must demonstrate capability in identifying service gaps between current and ideal states.
  • The bidder must demonstrate capability in developing clear, realistic, and actionable improvement plans to close identified service gaps.
  • The bidder must be able to align proposed solutions and plans with Abri's new corporate strategy, focusing on Ideal Homes, Services, and an Ideal Organisation.
  • The bidder must be able to deliver the project within a 13-month contract duration.
💰

FINANCIAL REQUIREMENTS

  • The bidder must be prepared to undertake a project with an estimated contract value of £180,000 (or 180,000 EUR).
📋

SUBMISSION REQUIREMENTS

  • The bidder must submit their tender by the deadline of 2026-02-13 at 12:00:00 UTC.
  • The bidder must log in to the Abri e-Tendering Portal.
  • The bidder must express interest in the tender via the Abri e-Tendering Portal.
  • The bidder must submit all required tender documents via the Abri e-Tendering Portal.

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HTM
Lot L-1
Administrative DocumentsL-1.html
Summary:
This document is an informational page for the Abri e-Tendering Portal, guiding suppliers on how to register, log in, express interest, and submit tender documents.
DOC
OCDS Record
OCDS Data004412-2026_ocds_record.json
Summary:
This OCDS record provides structured data about Abri's tender for systems and technical consultancy services to analyze and improve customer journeys in line with their new corporate strategy commencing in 2026.
DOC
OCDS Release Package
OCDS Data004412-2026_ocds_release.json
Summary:
This OCDS Release Package provides structured data about the tender from Abri for systems and technical consultancy services, detailing the contracting authority, tender initiation, and legal basis.
PDF
Official PDF Version
Administrative Documents004412-2026_official.pdf
Summary:
This Abri tender notice seeks consultancy services to map current customer journeys, identify gaps, and develop actionable plans to improve services in line with their new corporate strategy, with an estimated value of £180,000 and a submission deadline of 13 February 2026.
HTM
Tender Notice
Administrative Documents004412-2026.html
Summary:
Abri seeks consultancy services for a Customer Journey Mapping Project to analyze current customer experiences, identify service gaps, and develop actionable improvement plans for its new corporate strategy, with an estimated value of £180,000.

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62
Good

Tender Quality Score

This tender presents a clear project description and utilizes an e-tendering portal, but it suffers from significant deficiencies in legal compliance, clarity, and fairness due to the absence of mandatory exclusion grounds and, critically, evaluation criteria.

Score Breakdown

Legal Compliance55/100

The absence of explicitly stated mandatory exclusion grounds is a significant legal compliance issue. Additionally, the missing tender reveal date makes it impossible to fully assess the reasonableness of the preparation period, although the submission period itself appears adequate.

Missing mandatory exclusion grounds
Missing tender reveal date
Clarity60/100

While the project description is clear and the AI-extracted requirements are understandable, the complete absence of specified evaluation criteria is a major flaw, making it difficult for bidders to understand how their proposals will be assessed.

No evaluation criteria specified
Completeness65/100

Basic information, deadlines, value, and documents are provided. However, the critical omission of evaluation criteria and lack of detail regarding the 'Divided into Parts' characteristic indicate incompleteness for a comprehensive tender package.

No evaluation criteria specified
Lack of detail on 'Divided into Parts'
Fairness60/100

The use of an e-procurement portal and generic technical requirements contribute positively to fairness. However, the complete absence of evaluation criteria severely undermines transparency and equal opportunity for bidders.

No evaluation criteria specified
Practicality80/100

Electronic submission is clearly supported via the Abri e-Tendering Portal, and key dates such as contract start and duration are well-defined, enhancing the practicality for potential bidders.

Data Consistency75/100

Most key fields are populated, and dates are logical. Minor inconsistencies include the 'Value Classified: Yes' flag contradicting the disclosed value, missing codes for procedure type, and an empty 'Liable Person' field.

Contradiction in 'Value Classified' field
Missing codes for Type and Procedure
Sustainability20/100

The tender does not include any explicit criteria or focus on green procurement, social aspects, or innovation, indicating a missed opportunity to incorporate broader sustainability goals.

No green procurement criteria
No social criteria

Strengths

Clear project description and strategic context
Utilizes an e-Tendering portal for submission
Key dates (submission, contract start, duration) are provided
CPV code and NUTS code are appropriately assigned
Technical capability requirements are relevant and generic

Concerns

Absence of explicitly stated mandatory exclusion grounds
Complete lack of specified evaluation criteria
Missing tender reveal date
No explicit mention of sustainability, social, or innovation aspects
Minor data inconsistencies (e.g., 'Value Classified: Yes' vs. disclosed value)

Recommendations

1. Immediately publish comprehensive evaluation criteria to ensure transparency and fairness for all bidders.
2. Clearly state all mandatory exclusion grounds in accordance with relevant procurement regulations.
3. Provide the tender reveal date to allow for a full assessment of the preparation period.

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B
Tender Quality Score
62/ 100 · Good

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