S30125 Integrated Customer Function Development Technical Partnership

National Highways' Integrated Customer Function wish to engage a supplier and its partners to support development and enable the delivery and embedment of improvements to the customer operating model across National Highway and specific customer-centric projects. The key requirements are to:

• Develop and support embedment of customer centric processes, standards, ways of working and guidance across the business.
• Support the continuing development of our customer performance measurement framework, providing a clear line of sight between business activities and our customer performance measures including root cause analysis, monitoring and measuring the impact and success of the framework.
• Support future year prioritisation of Customer Service and Delay Plan activities
• Co-ordinate the programme of works against the NH change pathway, securing governance approvals at each stage gate.
• Manage and evaluate benefits
• Develop customer-centric projects including a new National Highways Litter Approach to meet the needs of our customers by reducing litter on the SRN. To be undertaken by engaging with internal and external stakeholders, in particular learning from devolved roads administrations and Keep Britain Tidy.

The contract will be managed by the National Highways Customer innovation team and each of the individual deliverables and processes has a dedicated process owner. The supplier will support the dedicated process owners to deliver the change required into the business. This will require multiple deliverables being developed and taken through the Change Delivery Framework simultaneously.