# HM Land Registry Contact Centre Consultancy

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Hm Land Registry](/buyers/hm-land-registry/contract-awards)
- Contract winner: Bridge House Consulting Ltd
- Award value: £0
- Award date: 26 May 2017
- Published: 3 May 2018
- Contract start: 30 May 2017
- Contract end: 14 July 2017
- Stage: awarded
- Procurement category: services
- Notice ID: d10a51ea-3c46-416c-8c63-7ec97e3f9ac4-214398
- OCID: ocds-b5fd17-46e37012-e664-4516-8dff-36b7db243afe

## Description

A major programme of improvement is required to deliver a consistent and efficient service that meets customers' needs\. The ensuing transformation is likely to involve organisational restructuring, work-flow re-design, technology, people and process improvements\. HMLR is aware that channel shift will play an important part in its mid- to long-term contact strategy, but the scope of this piece of work is primarily about the 'what?' and 'how?' of improving call handling performance\. HMLR is therefore commissioning a piece of consultancy to identify and quantify the real and tangible opportunities in this area\. The consultancy work will require time to be spent at the two Customer Service Centre locations in Swansea and Durham, as well as some visits to HMLR Head Office in Croydon for reporting and senior stakeholder engagement\.

## Related contract awards

- [Security Operations Centre Services](/contracts/ocds-b5fd17-c2fdb78d-5090-4402-819a-f66c7a45ea03): HM Land Registry
- [SCS1 Recruitment HMLR701242](/contracts/ocds-b5fd17-f4871600-9e96-480f-95d4-cf5d82c87042): HM Land Registry
- [HMLR701028 - SCS1 Recruitment](/contracts/ocds-b5fd17-19842d2f-8c3c-4128-b88f-085685ac2783): HM Land Registry
- [Customer Services Consultancy](/contracts/ocds-b5fd17-d64c673a-1e66-4f9f-91b9-2a5f96427226): HER MAJESTYS LAND REGISTRY

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/d10a51ea-3c46-416c-8c63-7ec97e3f9ac4-214398)