Customer Experience Ethos Framework

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.

• othe delivery of the action plan; and
• othe 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.