Newham Digital Customer Programme Discovery Phase

Tender description

Why the Work is Being Done Our aspiration is to pioneer change by creating a resilient council and community that shapes Newham as a place where people choose to live, work and stay. We are transforming the way we work to be more effective, commercial, innovative and pioneering in how we deliver the services our residents say matter most to them. Our vision is for services to be Digital by Default ; while saving money and improving the user experience. We require a specialist team to work with us on a Discovery phase as part of the Digital Customer Programme. Problem to Be Solved While many transactions have been moved online, the user experience is fragmented and often confusing, relying on inefficient, manual intervention for a number of transactions. There is an opportunity to make savings by improving the user experience in the broadest sense and to develop an evidenced based digital roadmap to deliver digital tools that meet user needs and support organisational goals for the future. Who Are the Users The discovery phase should identify who the users are and what they need to do. At a high level the users are Newham residents, partners, businesses and other organisations. Within the council the users are those who commission services. Newham Council provides a range of services to users including adult and children health and social care, advice and benefits, housing, community and living, environment and planning, education and learning, jobs and careers, leisure and culture, transport and streets.. A more complete list is available on the Council website www.newham.gov.uk. Early Market Engagement Work Already Done We recently carried out an analysis of all activity across the council to identify savings and service improvements, and our business case has now been approved. There are a number of projects and programmes which have an impact on or dependency with the Digital Customer Programme. Newham has a growing understanding and appreciation of the scope and management of Discovery phases, and has run agile projects and programmes in the past. Existing Team The supplier will work with blended, multi-discipline in-house Newham teams and people, including Service Managers, Product Managers, Business Analysts, Solution Architects, Project Managers, Delivery Managers and Service users. There may be instances where the supplier will need to work with other Newham suppliers. Current Phase Not started Work Location London Borough of Newham, Newham Dockside, 1000 Dockside Road, London E16 2QU Working Arrangments Monday to Friday on site. A professional working day, hours and working pattern as needed to deliver the service in an efficient way. Mainly based from our office in Dockside, London. Security Clearance Additional T&Cs Skills & Experience Demonstrable experience of delivering successful Pre Discovery and Discovery outcomes to support complex digital transformation in a service delivery organisation - 5 points. Demonstrable experience of delivering savings through digital transformation projects including quick wins and actionable roadmaps through the Discovery phase - 5 points. Full understanding and demonstrable experience of research methodologies and data collection techniques for complex, high volume, citizen facing, transactional services - 5 points. Able to deploy an effective team ready to hit the ground running no later than 15th August 2016 - 5 points. Demonstrable experience of working with users and stakeholders at all levels in complex political environments - 2 points. Demonstrable experience of carrying out research with a diverse mix of users including those with low digital literacy and assisted digital needs - 2 points. Demonstrable experience of knowledge sharing and skills transfer with in-house teams so as to build sustainable capability - 2 points. Demonstrable experience of working successfully with incumbent legacy vendors and in-house ICT as part of Discoveries to support digital transformation - 2 points. Demonstrable experience of delivering working prototypes during a discovery phase that exemplify the digital vision and strategy - 2 points. Proven ability to lead and coach public sector organisations through the digital transformation process aligned with the Digital by Default standard - 2 point. Nice to Haves Previous experience in public sector transformation programme - 1 point. Strong experience of delivering projects in line with the Government Digital Service’s Design Principles and Digital Service Standard - 1 point. Demonstrable experience of research methodologies: ethnography, open and closed card sorting, multivariate testing - 1 point. Strong understanding of the approach other local authorities are taking with digital and of the benefits this provides - 1 point. No. of Suppliers to Evaluate 5 Proposal Criteria Approach and methodology - 2 points A plan that sets out the overall timescales - 2 points Approach to knowledge transfer - 2 points Team structure - 2 points Value for money - 2 points Critical success factors - 2 points Top level risks and assumptions. - 2 points Cultural Fit Criteria Work as part of a team with our organisation and other suppliers - 4 points Be transparent and collaborative when making decisions and recommendations - 2 points Have a no-blame culture and encourage people to learn from their mistakes - 2 points Share knowledge and experience with other team members - 2 points Demonstrate commitment to excellence and improvement by seeking actionable feedback, setting targets etc - 2 points Demonstrate courage by being able to express controversial views, confront reality, make tough decisions, question actions inconsistent with group behaviours, being candid about progress/estimates - 2 points Demonstrate vulnerability by declaring uncertainty, fear, recognise mistakes, apologise, acknowledge weaknesses - 2 points Demonstrate responsibility by 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 - 2 points Demonstrate simplicity by taking simple steps to goals, do less but better, mitigate failures, talk straight with respect - 2 points Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range there is a fixed cost budget of £90,000.00 (exclusive of vat)