Pipeline Framework: 2023_Global – Think Customer

A pipeline has been launched for 2023_Global – Think Customer.The contract start Date is 10 April 2023. Approach to market date is 6 March 2023.The British Council recognises the changes in customer behaviours and expectations which have accelerated further during the pandemic, with many customers now expecting more digital services, self-service options and hybrid learning incorporating online and classroom-based learning. Whilst the British Council was able to respond quickly by launching new digital learning services, there remain gaps in the overall customer journey.The British Council is looking for suppliers to support a customer experience transformation programme which will define our customer experience vision, and foster collaboration across multiple projects, initiatives, and teams, to deliver the transformation required to ensure the British Council;- can effectively compete in the market on customer experience,- is the English language provider of choice for learning and exam services- is more effective at selling services and retaining customers- builds an efficient, agile organisation through simplification- has an engaged workforce delivering value to every customerFunding is secured to proceed with an Alpha phase of the programme to continue discovery and determine the full scope, costs and benefits of the transformation programme, after which investment will be secured to proceed with subsequent phases of the programme. The estimated value of Alpha is £2m for both lots, with subsequent phases to be costed. This tender process will identify successful suppliers to deliver Alpha requirements and beyond.The tender is divided into two lots. Potential suppliers may bid for one or both lots.LOT 1 – Realising business performance through customer centricity. The supplier will help British Council to define a future customer experience vision and implement the transformation required to achieve it.LOT 2 – Building a high performing sales and customer service function. The supplier will support British Council to evaluate the current sales & service model, co-design and then support the implementation of the future operating model.Interested suppliers should register on In-tend () to complete and return the NDA, and for access to the full tender pack which will be released in due courseThis is a potential opportunity from the government, and the pipeline gives advance notice of an opportunity that might be offered by the public sector in the future – allowing potential suppliers to plan accordingly. When a public sector organisation publishes a pipeline notice, it does not necessarily mean that an opportunity will be offered in the future.For more information contact: British Council (The), 1 Redman Place, LONDON E201JQ. Email: uk.procurement@britishcouncil.org