SPaTS Framework Lot 1: Customer Assurance Framework

The main objective of this project is to deliver a coherent customer assurance framework which helps to track, assess and measure our progress against the known customer pain moments defined in section 3.2. The work framework should have been consulted on and agreed by the end of March 2018 with an implementation plan to ensure go-live by end of Q1 2018/19. The project should look at rationalising and incorporating existing customer assurance activities that are already undertaken in MP into the framework and propose suitable activities to fill the identified gaps.