Government invests in customer experience software
Credit: Pxhere
NHS Test and Trace has spent £1.2m on a software platform designed to gather information on users’ experiences with the programme.
Newly released procurement information reveals that the Department of Health and Social Care has signed a one-year licensing deal with “experience data” firm Qualtrics. The contract covers the use of the vendor’s CustomerXM technology.
The sections of the contract covering the services to be delivered and the number of licences required are entirely redacted, but Qualtrics’ website claims that the product in question is a “listening engine” that provides users with “predictive intelligence and analytics”.
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“You can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful impact,” it added.
The contract-award notice published by the DHSC indicates that the engagement covers the “provision of electronic surveys to support the ‘voice of the customer’ programme” of the Test and Trace scheme.
The contract, which is worth £1.21m, came into effect on 5 March and lasts for exactly one year.
Headquartered in the US, Qualtrics turns over about $700m per year and is owned by German software giant SAP.
