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    ContractsBusiness Case Development and Pilot Support for Customer Service Transformation
    Awarded contract

    Business Case Development and Pilot Support for Customer Service Transformation

    Status
    Awarded
    Published 5 Nov 2026

    Consultant needed to develop an investment-ready business case and support pilot implementation for Southend-on-Sea's customer service transformation programme, with focus on evidence-based savings and operational redesign.

    🇬🇧United Kingdom· East of EnglandPublished 5 Nov 2026· TodayviaFind a Tender
    Status
    Awarded
    Published 5 Nov 2026

    Decision brief

    4 fields
    • Contract value
      Not disclosed
      Source did not declare a figure
    • Closing date
      Not published
      No closing date published
    • Sector
      Professional Services
      Browse related listings
    • Location
      🇬🇧United Kingdom
      East of England

    Suppliers

    1 supplier
    • IC
      Impower Consulting Ltd
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published today.

    5 November 2026
    Awarded — no open tender advertised

    Brief

    Southend-on-Sea City Council is seeking a consultancy partner to develop a comprehensive business case for their Resident Experience and Enabling Services programmes. The council has completed initial discovery and outline design work and now needs expert support to advance these programmes to investment-ready status. Key deliverables include: detailed operating model proposals with evidence-based justification; validated savings cases linked to specific process and service delivery changes; implementation-ready designs for an integrated call centre and corporate resolution centre; pilot delivery support; and a clear pathway to achieving cashable budget savings. The successful consultant must work at depth to ensure all proposed savings are directly attributable to identified process improvements, service model changes, reduced demand, channel shift initiatives, handling effort reductions, and specific staffing changes across identified teams. The role requires constructive challenge on programme design and implementation approach to convert opportunities into achievable, measurable outcomes.

    Track record

    4 awards · 4 winners
    Open field

    No single supplier dominates the field.

    In professional services, Southend-on-Sea City Council has awarded 4 contracts to 4 suppliers.

    Who wins here
    1. HUMAN ENGINE LIMITED1× · 25%
    2. DCVS TRADING LTD1× · 25%
    3. Peopletoo Limited1× · 25%
    4. Impower Consulting Ltd1× · 25%

    Across professional services, the most active winners are REED SPECIALIST RECRUITMENT LIMITED, KPMG LLP, PROMAR INTERNATIONAL — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-07b586

    Your fit

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    SC
    Buyer
    Southend-on-Sea City Council
    Sector
    Professional Services