Customer Experience Ethos Framework

Contract summary

Industry

• Business services: law, marketing, consulting, recruitment, printing and security - 79000000

Location of contract

SW1W 9SZ

Value of contract

£65,000 to £75,000

Procurement reference

DN505378

Published date

19 October 2020

Approach to market date

4 November 2020

Contract start date

1 December 2020

Contract end date

26 November 2021

Procedure type

Open procedure (below threshold)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

The Institute is looking for a supplier to develop a customer-centric framework to deliver a best-in-class customer-centric culture and capability that advances the fulfilment of the Institute's three strategic principles, which are:
1: EFFICIENT - Running simple, transparent and efficient systems that help employers set and maintain high quality, cost effective apprenticeship standards and technical education qualifications so every employer, apprentice and student gets the skills they need to succeed.
2: COLLABORATIVE - Building outstanding working relationships internally and with all our stakeholders so we can work in partnership to realise our vision for a world leading apprenticeships and technical education system.
3: AUTHORITATIVE - Building on our unique access to evidence and insight from employers, apprentices and the education and training sector, to generate ideas, influence thinking and make a positive impact on the development of the apprenticeship and technical education system.

Target outputs:
The supplier will achieve at least the following outputs within the project, but is not limited to these: there is scope and an expectation within the project for the supplier to bring its own ideas informed by the expertise and experience it brings to the work.
• Carry out and report on the baselining of current Institute performance against a suitable set of customer service principles.
• Work with Institute staff and draw upon its own expertise to devise a set of target customer experience performance levels and KPIs for the Institute.
• Create an action plan that leads to an enduring extension of a recognised and shared customer experience ethos across the Institute and defines the requirements of staff development and investment required to embed this.
• Create a practical toolset or framework that will allow the Institute continuously and consistently to self-assess and improve its customer experience performance within business-as-usual activity and in new initiatives. This must be aligned to the target customer experience levels and KPIs described above.
• Provide sufficient training to an appropriate number of Institute staff to enable:
o the delivery of the action plan; and
o the further delivery of training in the use of the customer experience toolset or framework described above.
• The supplier must work flexibly with the Institute to ensure outputs are easily accessible and have impact.

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More information

Spend profile

This table displays the spend profile of the notice

Financial year	Budget
2020/2021	£75,000

Links

• https://procontract.due-north.com/Register
• Information on bidders
• As a first step to access the Customer Experience Ethos tender, suppliers are required to register an account on the tool via our own portal environment called procontract

Additional text

Please note this tender is still in the development stage and might be subject to change when it finally goes out to market. Therefore, there will be no further information attached to this notice until when the invitation to tender is published.

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About the buyer

Contact name

Anisha Sandhu

Address

Level 1, 151 Buckingham Palace Road,
LONDON
SW1W9SZ
England

Email

anisha.sandhu@education.gov.uk