2023_Global - Think Customer

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 customer

Funding 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 (https://in-tendhost.co.uk/britishcouncil/aspx/Home) to complete and return the NDA, and for access to the full tender pack which will be released in due course

Additional information: Bidders should register on the British Council's e-Tendering portal In-Tend https://in-tendhost.co.uk/britishcouncil/aspx/Home in order to take part in the tender process.

Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return.

Bidders will also be required to demonstrate their capability and 'means of proof' will be required. These conditions are outlined in the ITT.