Digital Discovery Call-Off- Readvertisement

Tender description

Summary of the work We require a supplier who can provide specialists in user research and business analysis, to work with internal CQC Digital teams in delivering discovery work aligned to the Digital by Default service standard. This will fulfil all FY16/17 CQC Digital Discovery work estimated at 270 days (not be running concurrently) Expected Contract Length Up to 31st March 2017 Latest start date week commencing 8th August 2016 Budget Range It's anticipated that budget will be from £0-£177k max, exact amount will be dependent on required work during the financial year - Call off contract for resource as required but estimated at 270 days need to March 2017. Each separate piece of work will be for a specific duration and it is envisaged that resources provided will be categorised as SIFA level 4 or 5 . Why the Work is Being Done CQC is launching a series of eight discoveries to modernise its service offer to three different customer groups: health and care providers, the public, and CQC staff. The aim of the discoveries is to identify user groups and their needs, understand technical/policy constraints, and to prepare business cases for creating efficiencies through digitisation of services. Further information will be published on the Question and Answer section. Problem to Be Solved An experience supplier to provide the following discovery work planned for the year; For health and care providers, pre-discovery work identified a need for them to transact with CQC online and in a simpler way than the Commission is currently offering. Regarding the general public, CQC receives feedback on good/bad care experience from service users, employees of services, or 3rd parties acting on behalf of the public. Also under consideration is search, display of inspection reports and URL structure. For the CQC staff, the intranet does not meet all user needs, and we need to migrate from a Sharepoint-based solution. Who Are the Users As a health/care provider, I need to transact with CQC in a simple and efficient way, so that I can comply with regulations and operate in the market. As a member of the public, I want to find inspection reports and ratings, So that I can be better informed about which provider to choose. I need to inform CQC about my good or bad care experience, so that I can help providers improve. As a CQC member of staff, I need to know internal processes, find guidance and carry out internal transactions, so that I can comply with CQC policies. Work Already Done Pre-discovery covering all three audiences of healthcare providers, public and internal staff, to identify high level user needs, and seek alignment with business objectives. Pre-discovery work will be shared with the successful supplier Existing Team Digital development and web content teams. A CQC product manager will be assigned as lead for each discovery Current Phase Discovery Skills & Experience • Must be able to confirm they can deploy people on site for lifetime of the project (yes/no)- 2.5% • Confirm they can provide people on-site within 2 weeks of request by the Authority following successful completion of an interview (yes/no)- 2.5% • Be able to confirm SIFA Level 4 and 5 resource can be provided for Business Analysts and User Researchers (yes/no)- 2.5% Nice to Haves • Confirm they will contribute to building an effective multidisciplinary team (yes/no)- 2.5% • Confirm they have procedures in place for dealing with poor performance of provided resources and ensure he client is receiving the expected outcome (yes/no)- 2.5% Work Location 151 Buckingham Palace Road, London SW1W 9SZ Working Arrangments Suppliers will be expected to work from CQC’s London office Monday to Friday during CQC standard working hours and be embedded in internal teams delivering the discovery work. Some travel across England to conduct research will be required. Security Clearance Baseline line Security Additional T&Cs All specialists will be required to attend an onsite assessment to confirm suitability. Supplier will be expected to pay all expenses apart for any travel for work occurring outside of Greater London. This will be paid for by the Authority as well as reasonable accommodation subject to approval. Call off will be via issued statement of works and resources will be required on site within two weeks of call off. The authority will have the right to terminate any individual supplied specialist with zero length termination. No. of Suppliers to Evaluate 5 Proposal Criteria • Supplier’s demonstrates experience and knowledge of delivering user researchers with a mix of substantial hands on experience and/or degree in the relevant field . (10%) • Demonstrate the supplier can supply specialists that meet the following criteria https://www.gov.uk/service-manual/the-team/recruitment/Userresearcher-generic.odt (5%) • The supplier’s experience and knowledge of delivering business analysts with a mix of substantial hands on experience and/or degree in relevant field combined with experience. (10%) • Demonstrate that the supplier can supply specialists that meet the following criteria https://www.gov.uk/service-manual/the-team/recruitment/Businessanalyst-generic.odt (5%) • Demonstrate how the supplier will ensure resource can be deployed on site within two weeks of statement of work being issued (anticipated first start date of middle of August) (17.5%) Cultural Fit Criteria ● Flexibility of suppliers ability to respond to the authorities requests - 10% Payment Approach Fixed price Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. No Question- just general information released by CQC to assist Suppliers and further outline requirements. To allow suppliers to submit an estimated price for the call-off requirement, please see the following break-down of planned work to be undertaken over the remainder of FY16/17- this may be submitted to Suppliers as separate answers to questions:1. Name of the project: - Health and care providers’ transactions with CQC Suggested Resource/ Candidate:- User researcher (0.5 FTE – SIFA 5), Business Analyst (1 FTE- SIFA Indicative Dates:- 15 August – 23 September 2. No Question- just general information released by CQC to assist Suppliers and further outline requirements. 2. Name of Project 2: Members of the public telling CQC about their experiences of care.Suggested Resource/ Candidate: User researcher (0.5 FTE – SIFA 5)Business Analyst (1 FTE – SIFA 4)Indicative Dates: 15 August to September3. Name of Project 3: Public and provider needs from inspection reports Suggested Resource/ Candidate: User Researcher (1 FTE – SIFA 5)Business analyst (1 FTE – SIFA 4)Indicative Dates: 26 November- 4 November4. Name of the Project 4: New CQC IntranetSuggested Resource/ Candidate: User Researcher (1 FTE – SIFA 4) Indicative Dates: 26 September - 4 November 3. 2. No Question- just general information released by CQC to assist Suppliers and further outline requirements. 5. Name of Project 5: Information and content needs of CQC website users (search functionality).Suggested Resource/ Candidate: User Researcher (1 FTE – SIFA 5)Business analyst (1 FTE- SIFA 4)Indicative Dates: 7 November - 16 December6. Name of Project 6: URL StructureSuggested Resource/ Candidate: User Researcher (1 FTE – SIFA 4)Business analyst (1 FTE- SIFA 4)Indicative Dates: 9 January 2017- 17 February 2017.7. Name of Project 7: To be confirmedSuggested Resource/ Candidate: User Researcher (1 FTE – SIFA 4)Business analyst (1 FTE- SIFA 4)Indicative Dates: 20 February- 31 March 4. No Question- just general information released by CQC to assist Suppliers and further outline requirements. Suppliers are requested to submit a total maximum price for the lifetime of the Contract (August 2016- 31 March 2017) based on the anticipated projects and resource stipulated within this Question and Answer section. Suppliers must also provide individual day rates for each resource and this will form the basis of the call-off. Suppliers should note that the Project list is indicative and subject to change and the final amount charged per project per will depend on the total number of days spent per individual per project. 5. No Question- just general information released by CQC to assist Suppliers and further outline requirements. Two weeks prior to the commencement of each project, CQC will inform the successful Supplier in writing of full details of the upcoming project. Suppliers will be required to put forward via email a suitable candidate within 5 days of receipt of this and an initial interview with the proposed candidate will take place with the CQC Digital Development Team at Buckingham Palace Road prior to project commencement. If the CQC Digital Development Team have concerns following the interview the Supplier will have a further week to propose a replacement at the same day rate specified for the resource level. 6. No Question- just general information released by CQC to assist Suppliers and further outline requirements. It is anticipated each Project will have the following high-level deliverables and outcomes:- The completion of a Project Report will be required where the proposed candidate will be expected to contribute in conjunction with the CQC Digital Development Team.- Assessment of user journeys and needs.- Qualitative and Quantitative analysis of current digital performance in those areas- Insight on assisted digital requirements and proposed areas for prototyping/testing. 7. No Question- Information regarding Shortlisting Evidence To assist in Supplier Shortlisting- CQC (the Authority) may require evidence from Suppliers demonstrating how they satisfy the 'Essential' and 'Nice-to-have' requirements stipulated in the Advertisement. Suppliers are requested to complete in advance the 'Digital Outcomes Specialists Skills and Experience Template' providing evidence of how they meet the Essential and Must Have Criteria. This Template can be located on the Digital Outcome Specialists Templates page.CQC may ask for this evidence to be provided on 21st July 2016 (24 hours after initial submissions have been received) and is providing notice of 5 working days. 8. Question received: Could you provide more detail of the discoveries e.g. outcomes sought or areas of policy or service they might cover? Detail has been provided and can be located within the Question and Answer section of this advertisement. 9. Question received- Is there a reason you have selected a long duration for the discoveries rather than a short intense approach that creates momentum and realises benefits earlier? Each Discovery specified in the Questions and Answers is a separate area of work that will be tackled in an agile way – Discovery-Alpha-Beta. Therefore, each discovery project will be carried out with a focused team that is expected to realise benefits as early as possible. 10. We note that you are conducting Discovery phases over a year, will the Alpha and Beta phases be initiated in parallel to accelerate benefit delivery? Depending on the recommendations and findings of Discoveries, we are planning to take the projects into Alpha and Beta phases.This advertisement however is for the Discovery elements only. 11. Your previous notice stipulated a day rate ceiling of £650 p/day, does that apply to this re-advertisment? Yes, this is the maximum day rate for the advertised User Researcher and Business analyst roles. 12. Do you mind if we ask why the opportunity has been re-advertised? Has something significant in approach, or scope changed? The Opportunity was re-advertised due to a slight issue with how the criteria in the first advertisement were specified in-line with the Digital Outcome Specialists Framework. There is no change in scope of requirements for this call-off arrangement.