Award

Customer (CX) Maturity

MINISTRY OF JUSTICE

This public procurement record has 1 release in its history.

Award

08 May 2025 at 15:30

Award Notice
Summary of the contracting process

The procurement process led by the Ministry of Justice involves a project titled "Customer (CX) Maturity," which aims to enhance the customer experience for the Office of the Public Guardian (OPG) in England and Wales. This contract focuses on research services within the West Midlands area, addressing the significant organisational changes at OPG. The process has reached the award stage, with Ipsos (Market Research) Ltd named as the supplier. The contract commenced on 10 April 2025 and will conclude on 30 July 2025, with a value of £53,303 GBP. The procurement was conducted using a selective method through a call-off from a dynamic purchasing system, and the tender period ended on 18 December 2024.

This tender represents a substantial opportunity for businesses engaged in market research, particularly those with expertise in service transformation and customer insight. Companies that cater to the needs of small and medium-sized enterprises (SMEs) and those in the voluntary, community, and social enterprises (VCSE) sector could find this contract particularly advantageous due to its focus on consulting and research services. The project aligns with the Ministry's strategic goal of modernising the Lasting Power of Attorney process, allowing businesses proficient in these areas to leverage their capabilities for potential future collaborations and enhanced market presence.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Customer (CX) Maturity

Notice Description

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. OPG is an executive agency, sponsored by the Ministry of Justice. We register lasting powers of attorney (LPAs), enduring powers of attorney (EPAs), and supervise deputies appointed by the Court of Protection. The customers that OPG engages with will range from the donor (the person that LPA is there to protect), the attorney (those who are empowered to act upon the LPA once it is registered) and the deputies (court appointed individuals where an LPA was not in place and an individual has lost capacity and need someone to make decisions on their behalf). OPG has the strategic goal that every UK adult should be able to make an informed choice as to whether they wish to take out an LPA. There is significant organisational change and transformation of our services on the horizon and both the breadth - and complexity - of this make implementing a CX programme that is fit for the future ever more important. The current customer experience programme within OPG is very limited in nature and so the aim of this foundational work is to bring out the voice of the customer within OPG. The objectives being: * Establishing what is important to our current - and future - customers (Market Foresight & Customer Understanding) * Identifying where to optimise across the end-to-end customer experience (Customer Feedback & Driving Improvements) * Informing and evaluating the impact of Modernising Lasting Power of Attorney (MLPA) (and beyond) (Transformation and Change)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/9a373a53-5a13-42a2-9e9a-f005cd989c07
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73110000 - Research services

Notice Value(s)

Tender Value
£53,303 Under £100K
Lots Value
Not specified
Awards Value
£53,303 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
8 May 20259 months ago
Submission Deadline
18 Dec 2024Expired
Future Notice Date
Not specified
Award Date
9 Apr 202510 months ago
Contract Period
9 Apr 2025 - 30 Jul 2025 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
MINISTRY OF JUSTICE
Contact Name
Les Cook
Contact Email
les.cook@justice.gov.uk
Contact Phone
07562 433844

Buyer Location

Locality
LONDON
Postcode
SW1H 9AJ
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
TLG West Midlands (England)
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

IPSOS (MARKET RESEARCH

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02-2025-05-08T16:30:40+01:00",
    "date": "2025-05-08T16:30:40+01:00",
    "ocid": "ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "OPG24/061",
        "title": "Customer (CX) Maturity",
        "description": "The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. OPG is an executive agency, sponsored by the Ministry of Justice. We register lasting powers of attorney (LPAs), enduring powers of attorney (EPAs), and supervise deputies appointed by the Court of Protection. The customers that OPG engages with will range from the donor (the person that LPA is there to protect), the attorney (those who are empowered to act upon the LPA once it is registered) and the deputies (court appointed individuals where an LPA was not in place and an individual has lost capacity and need someone to make decisions on their behalf). OPG has the strategic goal that every UK adult should be able to make an informed choice as to whether they wish to take out an LPA. There is significant organisational change and transformation of our services on the horizon and both the breadth - and complexity - of this make implementing a CX programme that is fit for the future ever more important. The current customer experience programme within OPG is very limited in nature and so the aim of this foundational work is to bring out the voice of the customer within OPG. The objectives being: * Establishing what is important to our current - and future - customers (Market Foresight & Customer Understanding) * Identifying where to optimise across the end-to-end customer experience (Customer Feedback & Driving Improvements) * Informing and evaluating the impact of Modernising Lasting Power of Attorney (MLPA) (and beyond) (Transformation and Change)",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "73110000",
            "description": "Research services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "West Midlands",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 53303,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a dynamic purchasing system",
        "tenderPeriod": {
            "endDate": "2024-12-18T17:00:00Z"
        },
        "contractPeriod": {
            "startDate": "2025-04-10T00:00:00+01:00",
            "endDate": "2025-07-30T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/H2Ez4838",
            "name": "Ministry Of Justice",
            "identifier": {
                "legalName": "Ministry Of Justice",
                "scheme": "GB-SRS",
                "id": "sid4gov.cabinetoffice.gov.uk/H2Ez4838"
            },
            "address": {
                "streetAddress": "102 Petty France",
                "locality": "LONDON",
                "postalCode": "SW1H9AJ",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Les Cook",
                "email": "les.cook@justice.gov.uk",
                "telephone": "07562 433844"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-COH-00948470",
            "name": "Ipsos (Market Research) Ltd",
            "identifier": {
                "legalName": "Ipsos (Market Research) Ltd",
                "scheme": "GB-COH",
                "id": "00948470"
            },
            "address": {
                "streetAddress": "3 Thomas More Square London E1W 1YW"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/H2Ez4838",
        "name": "Ministry Of Justice"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02-1",
            "status": "active",
            "date": "2025-04-10T00:00:00+01:00",
            "datePublished": "2025-05-08T16:30:40+01:00",
            "value": {
                "amount": 53303,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-COH-00948470",
                    "name": "Ipsos (Market Research) Ltd"
                }
            ],
            "contractPeriod": {
                "startDate": "2025-04-10T00:00:00+01:00",
                "endDate": "2025-07-30T23:59:59+01:00"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/9a373a53-5a13-42a2-9e9a-f005cd989c07",
                    "datePublished": "2025-05-08T16:30:40+01:00",
                    "format": "text/html",
                    "language": "en"
                }
            ]
        }
    ]
}