ACAS Digital Discovery phase project

Tender description

Why the Work is Being Done This project is the first stage of work to improve our digital offer to enable us to meet the needs of our customers (both existing and new), and extend our reach amongst our target audiences. Our vision is that: Acas will be widely recognised as Britain's leading impartial authority on workplace relationships and effectiveness. We will provide employers and employees with a unique combination of digital, practical and expert services, to help them build thriving workplaces and working lives. Problem to Be Solved Acas already has well used online guidance services and a telephone based helpline. The services have been developed in parallel and therefore we want to understand how the user experience/customer journey can be improved so that the user accesses the right services at the right time. We know from MI and research that a proportion of users access our online guidance and then go on to ring the helpline. Our assumption is that we can reduce avoidable contact by improving the online guidance and the customer journey. Who Are the Users As an employee I need to find out about an issue so that I can resolve my problem at work. As an employee/employer representative I need to find out more about an issue so that I can support my client effectively. As an employer with a problem I need to find out about an issue so that I can resolve problems in my workplace quickly, and in the right way to avoid legal issues. As an employer wanting to do things right I need to find out more about an issue and take action so I can improve my workplace Early Market Engagement NA Work Already Done Reducing avoidable contact: Analysis of Helpline calls/discussion with agents indicates potential avoidable contact reduction; Research indicates 50% of customers visit site before calling; Web-traffic analysis suggests improved content, site structure and navigation would increase use of digital resources. Increasing reach: Survey of non-users indicates 1/3 would do so if they were aware it contained the information they were seeking; Awareness survey data shows under 35s have high user need but generally low awareness of Acas and it’s services; Customer research around use of online step by step guides; Customer research into specific guidance; Customer research into E-Learning. Existing Team Internally for Discovery we currently have available a digital product manager (f/t), a delivery manager (p/t and new to the delivery manager role), p/t project manager who we are planning to develop into a service manager. Plus additional internal resource available on secondment (to be agreed with supplier). One of the requirements on the discovery phase is skills transfer plus identifying team resource and skills needed for alpha. Current Phase Not started Work Location London NW1 Working Arrangments On site. This is to enable skills transfer and collaboration with internal resources, and give visibility of the project to senior stakeholders. Security Clearance Baseline security checks needed. Additional T&Cs NA Skills & Experience Experience of skills transfer to internal teams using shadowing, pairing and mentoring User research skills and experience Experience of working alongside internal teams to create agile team, building on existing capabilities in the organisation Supplier must have experience of agile working practices. Experience of creating user stories. Experience of creating performance dashboards and identifying success measures. Experience of planning for alpha including identifying resources needed and scope of project. Experience of complying with GDS digital standards including managing digital exclusion. Experience of translating complex information to a mix of customers who often have conflicting needs. Nice to Haves Experience of stakeholder management. Experience of working with organisations that currently use proprietary website CMS and supporting them in moving to open source. No. of Suppliers to Evaluate 8 Proposal Criteria Proposed approach and methodology. How the approach meets our business goals. Estimated timeframes for the work. Value for money. Approach to training and coaching in user research and delivery management. Use of agile methodology. Skills and experiences of the team. Approach to coaching teams to adopt agile methodology. Approach to quality assurance in user research and delivery management. Evidence of delivering projects in reference to the GDS Digital by Default Service Standard. How risks and dependencies are identified and approaches to manage them. Approach to engaging with senior stakeholders engaged in cultural change. Approach to maintaining control, transparency and assuring quality. Approach to building the customer’s capacity to manage Agile projects in the future. Transparent and collaborative when making decisions. Have a no-blame culture and encourage people to learn from their mistakes. Approach to working with the customer as part of an integrated team, with experience of working across geographically dispersed areas. Cultural Fit Criteria Work as a team with our organisation and other suppliers. Be transparent and collaborative when making decisions. Have a no-blame culture and encourage people to learn from their mistakes. Take responsibility for their work. Share knowledge and experience with other team members. Challenge the status quo. Be comfortable standing up for their discipline. Can work with clients with low technical expertise. Overall fit with Acas Core Values (details available on request). Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range up to £60,000