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    ContractsCustomer Operating Model Development and Improvement Partnership
    Awarded contract

    Customer Operating Model Development and Improvement Partnership

    Awarded
    £36.5m
    Published 8 Sept 2026

    National Highways is seeking a supplier to partner in developing and implementing a customer-centric operating model with improved processes, performance measurement, and targeted customer service initiatives.

    🇬🇧United KingdomPublished 8 Sept 2026· 1 months agoviaContracts Finder
    Awarded
    £36.5m
    Published 8 Sept 2026

    Decision brief

    4 fields
    • Contract value
      £36,500,000
      Pounds sterling
    • Tender closed
      22 Jul 2026
      2 months ago
    • Sector
      Research & Innovation
      Browse related listings
    • Location
      🇬🇧United Kingdom

    Suppliers

    1 supplier
    • WU
      WSP UK LIMITED
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 1 months ago.

    8 Sept 2026Today22 Jul 2026

    Brief

    National Highways seeks a supplier partnership to develop and implement an improved customer operating model across the organization. The engagement will focus on: establishing customer-centric processes, standards, and working practices; developing and enhancing a customer performance measurement framework with clear links between business activities and customer outcomes; conducting root cause analysis and impact measurement; prioritizing customer service improvements; managing program delivery through National Highways' change governance framework; and developing customer-focused initiatives including a new litter reduction approach for strategic road networks in collaboration with stakeholders such as devolved roads administrations and Keep Britain Tidy. The supplier will work alongside dedicated process owners and the Customer Innovation team to deliver multiple work streams concurrently through the Change Delivery Framework, ensuring benefits are evaluated and sustainable organizational change is achieved.

    Track record

    60 awards · 21 winners
    Open field

    No single supplier dominates the field.

    In research innovation, NATIONAL HIGHWAYS LIMITED has awarded 60 contracts to 21 suppliers.

    Who wins here
    1. OVE ARUP11× · 18%
    2. AtkinsRéalis Jacobs Joint Venture9× · 15%
    3. WSP UK LIMITED9× · 15%
    4. OVE ARUP PARTNERS LIMITED4× · 7%
    5. OVE ARUP PARTNERS LTD SPATS4× · 7%
    6. AMEY OW LIMITED3× · 5%

    +15 more suppliers

    Across research innovation, the most active winners are IPSOS MARKET RESEARCH LIMITED, WSP UK LIMITED, IFF RESEARCH LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceContracts Finder

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    contractsfinder.service.gov.uk
    Record ID
    4ebc490d-817c-4023-89c5-8a59b90834ef-913274

    Your fit

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    NH
    Buyer
    NATIONAL HIGHWAYS LIMITED
    Sector
    Research & Innovation