User research for digital apprenticeship service (SFADAS01)

Tender description

Why the Work is Being Done BIS and the SFA are delivering a new digital apprenticeship service. The service vision is “Empowering employers to build skills through quality apprenticeships”. Currently apprenticeship funding is allocated and paid directly to training providers. Therefore employers will take control of government funding for apprenticeships. The policy intent is to drive up the quality and quantity of apprenticeships. We have completed a number of discovery and alpha stages for some components the service. The first strand will go live in August 2016. The services being procured are expected to deliver the remaining strands of work by April 2017. Problem to Be Solved Often employers don't know they have the option to choose from a range of providers, or that government will fund training for their apprentices. Employers need to be able to: 1) hire apprentices; 2) choose the right type of training for their apprentices; 3) find a suitable training provider; 4) understand what funding is available, including the apprenticeship levy, where that applies to them; and 5) manage their training costs. Who Are the Users 1) As a citizen I need to improve my employment prospects so that I can start a career and earn money. 2) As an employer I need to employ an apprentice so I can improve the skills of my workforce, and get support for my business. 3) As a training provider for apprenticeships I need to ensure employers choose my services so my business is viable. 4) As SFA I need to manage levy payment and funding to training providers and ensure growth in apprenticeships for the benefit of the economy. Early Market Engagement Work Already Done We have completed a series of discovery and alpha phases for the various strands of work within the service. Two strands of work are currently in the beta phase. Existing Team The supplier will be working with civil servants and multiple suppliers across various strands of work for delivery of the service. Current Phase Beta Work Location Skills Funding Agency, Cheylesmore House, 5 Quinton Road, Coventry CV1 2WT, with occasional travel to other locations nationwide. Working Arrangments Onsite full-time 5 days a week co-located with the rest of the team at the SFA offices in Coventry. Occasional travel to other BIS or SFA (or partner organisation) offices may be required, subject to SFA travel and subsistence policy. This programme is being delivered using agile methodologies. Successful application of agile principles and techniques requires that the teams are co-located and able to work directly with colleagues representing digital delivery, operational and policy requirements. Security Clearance The successful supplier must be able to demonstrate that all proposed team members have been subject to Baseline Personnel Security Standards checks as set out in the SFA Baseline Security Policy 2014. Additional T&Cs Standard DOS framework and call-off terms and conditions. Expenses as per the SFA travel and subsistence policy. Skills & Experience Provide researchers with a mix of substantial hands on experience and/or degree in the relevant field combined with experience. Degrees in HCI, psychology, design research or similar are relevant. Full understanding and demonstrable experience in User Centred Design (UCD) product development. Full understanding and demonstrable experience of research methodologies. Qualitative: RITE, usability testing, and contextual enquiry. Quantitative: usability metrics. Full understanding and demonstrable experience in indirect data collection techniques such as web traffic analytics. Full understanding and demonstrable experience in planning and running a private and public beta of a product to the real user (i.e. use of the product in a live environment). Experience in delivering insights in a scrum team of cross-disciplinary team members using Lean UX techniques. Ability of individuals proposed to work with users and stakeholders at all levels. Nice to Haves A full understanding and demonstrable experience of research methodologies: ethnography, open and closed card sorting, multivariate testing. A full understanding and demonstrable experience in indirect data collection techniques: surveys, digital diary studies. A demonstrable focus in experience in validating for digital products. Physical or service design is acceptable too. Strong understanding of the Government Digital Service’s Design Principles and Digital Service Standard. No. of Suppliers to Evaluate 4 Proposal Criteria Demonstrate the supplier’s experience and knowledge of delivering user research Demonstrate an understanding and prior use of research methodologies and data collection techniques Demonstrate how the supplier contributes to building an effective multidisciplinary team Demonstrate the supplier’s approach to user needs Demonstrate how the supplier has used an analytical and problem solving approach to add value beyond the scope of user research Demonstrate how the supplier actively promotes understanding and acceptance of core content and user centered design and agile principles Cultural Fit Criteria Demonstrate commitment to excellence and improvement (for example, through seeking actionable feedback, setting targets etc) Demonstrate a passion for the Lean UX philosophy Have a no-blame culture and encourage people to learn from their mistakes Transparent and collaborative when making decisions and recommendations Demonstrate courage (for example, can express controversial views, confront reality, make tough decisions, question actions inconsistent with group behaviours, candid about progress/estimates) Demonstrate vulnerability (for example, declare uncertainty, fear, recognise mistakes, apologise, acknowledge weaknesses) Demonstrate responsibility (for example, act like a leader, serve your team, provide solutions to problems, engage in external/internal environments, seek the best for the organisation beyond your team) Demonstrate simplicity (for example, take simple steps to goals, do less but better, mitigate failures, talk straight with respect) Demonstrate excellence (for example, seek actionable feedback, set challenging targets, know users, deliver cost effective high level customer satisfaction) Demonstrate enthusiasm (for example, bring whole self to work, celebrate success, share passion and energy with others, optimistic) Demonstrate a commitment to ensuring a team understands the user need over simply delivering findings Payment Approach Time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range