--- title: "Customer Experience Ethos Framework" ocid: "ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011.json" source: "Contracts Finder" current_stage: "Planning" buyer: "INSTITUTE FOR APPRENTICESHIPS" published: "2020-10-21" --- # Customer Experience Ethos Framework Buyer: INSTITUTE FOR APPRENTICESHIPS Current stage: Planning OCID: ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011.json) ## Summary 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. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/727433b8-6380-4569-aefa-f0c7517683cb | | 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 | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 21 Oct 2020 | | Submission deadline | Not specified | | Future notice date | 4 Nov 2020 | | Award date | Not specified | | Contract period | 1 Dec 2020 - 26 Nov 2021 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £75,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | INSTITUTE FOR APPRENTICESHIPS | | Locality | LONDON | | Post town | South West London | | Postcode | SW1W 9SZ | | 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 | Pimlico North | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 21 Oct 2020 at 13:28 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/727433b8-6380-4569-aefa-f0c7517683cb - 19 Oct 2020 at 13:58 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/727433b8-6380-4569-aefa-f0c7517683cb ## Documents - https://www.contractsfinder.service.gov.uk/Notice/727433b8-6380-4569-aefa-f0c7517683cb 21st October 2020 - Future opportunity notice on Contracts Finder - https://procontract.due-north.com/Register 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 ## 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-b5fd17-207381c4-631b-452b-b789-4ecc9f962011. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-207381c4-631b-452b-b789-4ecc9f962011.json.