# Customer Experience Intelligence Partner 2

> A sourced UK public-sector contract award published by Highways England.

## Key facts

- Public buyer: Highways England
- Contract winner: Cyber-Duck Ltd
- Award value: £1,000,000
- Tender value: £1,000,000
- Award date: 16 April 2021
- Published: 16 April 2021
- Contract start: 19 April 2021
- Contract end: 18 April 2023
- Stage: awarded
- Procurement category: services
- Notice ID: 7d99396a-00c8-4385-bcb7-79524399dab7-429033
- OCID: ocds-b5fd17-de0412b5-69ba-4ce0-8fbf-80d61afd6316

## Description

CEIP2 - Work with HE including user research and testing, content design, digital guidance, accessibility and best practice\. Ensure design principles, design guide and service maps are relevant and aligned to service\. - Work with suppliers to assist design and development of digital services ensuring customers seamless end to end journey, to ensure customer experience measures are implemented and calculated correctly, ensure design guidance is followed and act as the voice of our customers representing their individual needs and how accessibility priorities are met\. - Support HE and suppliers through all GDS assessments providing an assurance role for FFC, including guidance throughout the process - Advise on innovative technologies to improve customer experience - Investigate/validate scalability of the Free-Flow Charge service, providing guidance through research how to incorporate other schemes \(from a user experience perspective\) - Support procurement of other Free-Flow Charging services and enhancements if required - Provision of support to other HE projects - Provision of training and knowledge transfer to key HE staff Call Off Contract Awarded to Cyber-Duck Ltd under CCS Digital Outcomes and Specialists 5 Framework \(RM1043\.7\) two year term with a six month extension option\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/7d99396a-00c8-4385-bcb7-79524399dab7-429033)