Source: https://tendernation.io/opportunities/01a13c4f-517e-720f-bda8-92d9ce6be547/customer-experience-ethos-framework [Skip to main content](#main-content) pendingGBopen procedureSuitable for SMEs # Customer Experience Ethos Framework [Institute for Apprenticeships](https://tendernation.io/buyers/institute-for-apprenticeships) Estimated value £65,000 to £75,000 Published 21 Oct 2020 Deadline Rolling deadline ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Small contract value Valued under £135,018 including VAT, the lowest Procurement Act threshold for goods and services. - Sets up a framework Winning a place does not guarantee work: contracts are awarded later as call-offs, and the list usually stays closed for years. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](/opportunities/for-small-businesses)## About this tender 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. Read full description ## CPV classification Business services: law, marketing, consulting, recruitment, printing and security Source Contracts Finder (UK) [View official notice ](https://www.contractsfinder.service.gov.uk/notice/207381c4-631b-452b-b789-4ecc9f962011) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free ](/register) [Buyer profileInstitute for Apprenticeships: past awards and live tenders](https://tendernation.io/buyers/institute-for-apprenticeships)[SectorMore Business services tenders](https://tendernation.io/sectors/business-services) ## More tenders like this [Employee Screening Dorset & Wiltshire Fire and Rescue Authority 16 days left 2 Nov 2026](https://tendernation.io/opportunities/01a145df-100b-70ec-8bcc-3630f263230d/employee-screening)[Invitation to Tender- For the provision of viability evidence and assessment of the West Suffolk Local Plan and the introduction of a CIL charging schedule. West Suffolk Council 30 days left 16 Nov 2026](https://tendernation.io/opportunities/01a14503-5763-721c-b887-6f844f9f4360/invitation-to-tender-for-the-provision-of-viability-evidence-and-assessment-of)[BaDC-1727 Retford Buttermarket Food Hall Operator Opportunity Bassetlaw District Council 41 days left 27 Nov 2026](https://tendernation.io/opportunities/01a14503-57cd-73bf-b1f5-a8a4f0713a79/badc-1727-retford-buttermarket-food-hall-operator-opportunity)[Consultancy Services for an Independent Mixed-Use Viability, Market Demand and Development Options Review - Fleetwood Farm, Banks West Lancashire Borough Council 20 days left 6 Nov 2026](https://tendernation.io/opportunities/01a14503-59d8-704e-b46c-727e4a0e571e/consultancy-services-for-an-independent-mixed-use-viability-market-demand-and-d)[UEFA EURO 28 Birmingham Host City - Festival Development Birmingham City Council 21 days left 6 Nov 2026](https://tendernation.io/opportunities/01a14495-7fd3-7021-b8b4-8cbe13597d01/uefa-euro-28-birmingham-host-city-festival-development)[Evaluation specialist Dartmoor’s Dynamic Landscapes programme (natural environment, landscape heritage, culture) Dartmoor National Park Authority 15 days left 1 Nov 2026](https://tendernation.io/opportunities/01a1434c-ece2-7261-8fb5-e68bdb54c1e9/evaluation-specialist-dartmoors-dynamic-landscapes-programme-natural-environme)