---
title: "Customer (CX) Maturity"
ocid: "ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "MINISTRY OF JUSTICE"
published: "2025-05-08"
---

# Customer (CX) Maturity

Buyer: MINISTRY OF JUSTICE  
Current stage: Award  
OCID: ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02

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## Summary

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.

## Notice

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)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9a373a53-5a13-42a2-9e9a-f005cd989c07 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 May 2025 |
| Submission deadline | 18 Dec 2024 |
| Future notice date | Not specified |
| Award date | 9 Apr 2025 |
| Contract period | 9 Apr 2025 - 30 Jul 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £53,303 |
| Lots value | Not specified |
| Awards value | £53,303 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | MINISTRY OF JUSTICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9AJ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLG West Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS (MARKET RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 8 May 2025 at 15:30 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9a373a53-5a13-42a2-9e9a-f005cd989c07

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/9a373a53-5a13-42a2-9e9a-f005cd989c07
  8th May 2025 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-041e3783-19bf-4b81-b77c-e1a824b45d02.json.