Planning

Customer Experience Ethos Framework

INSTITUTE FOR APPRENTICESHIPS

This public procurement record has 2 releases in its history.

Planning

21 Oct 2020 at 13:28

Planned Procurement Notice
Planning

19 Oct 2020 at 13:58

Planned Procurement Notice
Summary of the contracting process

The Institute for Apprenticeships is initiating the "Customer Experience Ethos Framework" tender process, classified under business services, specifically within law, marketing, consulting, recruitment, printing, and security. Located in London, this procurement is currently in the planning stage with a total budget of £75,000 and a minimum value of £65,000. The contract period is set to run from 1st December 2020 to 26th November 2021, with the invitation to tender scheduled to be published on 4th November 2020.

This tender presents a valuable opportunity for businesses focused on consulting and customer service improvements. Firms with expertise in developing customer-centric frameworks and training programmes will find themselves well-suited to compete, particularly those that are small and medium-sized enterprises (SMEs). Participating suppliers will need to demonstrate capability in enhancing customer experience within organisations, which could significantly contribute to growth within their own operations.

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Notice Information

Notice Title

Customer Experience Ethos Framework

Notice 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. Additional information: 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/727433b8-6380-4569-aefa-f0c7517683cb
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

Tender Value
£75,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
21 Oct 20205 years ago
Submission Deadline
Not specified
Future Notice Date
4 Nov 2020Expired
Award Date
Not specified
Contract Period
1 Dec 2020 - 26 Nov 2021 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
INSTITUTE FOR APPRENTICESHIPS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1W 9SZ
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
Not specified
Local Authority
Westminster
Electoral Ward
Pimlico North
Westminster Constituency
Cities of London and Westminster

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. 

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