Customer (CX) Maturity

Award outcome

Description

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)

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