Customer Contact Centre User Research

Tender description

Summary of the work An opportunity to carry out user research with the users of our customer contact centre to establish user needs and issues so that we can improve our service offering. Latest start date 14th November 2016 Budget Range £8,000 - £10,000 Why the Work is Being Done Highways England needs to better understand the users of our customer contact centre so that we can understand their issues, what they need and want, so that we can make improvements to our service. Ideally we need the work completed within 4 weeks of commencement. Problem to Be Solved We need to establish user needs and user stories for the users of our customer contact centre, following Government Digital Service design principles. We need a report that gives us a prioritised user needs list, an understanding of how we can improve our services and offers some solutions. We also to make sure we fully understand any assisted digital requirements of our customers. Who Are the Users As a user of the Highways England network I need to find out about a traffic incident So that I can plan a journey or avoid congestion As a user of the Highways England network I need to query information relating to the road network So that I can find out information about our the work we are undertaking on the network and/or improve the quality of their journey on our road network Early Market Engagement Not Applicable Work Already Done Some initial insight into our customer contact centre has been completed. Existing Team The supplier will be working with the Highways England user researcher, the customer information development team and the Customer Contact Centre team based in Birmingham. Current Phase Live Skills & Experience • Have 5+ years conducting user experience research • Have In-depth understanding of user-centred research and design principles, methods and tools • Have excellent analytical, problem solving, written and verbal communication skills • Have proven experience of stakeholder management and strong negotiation skills • Proven experience of managing, executing and analysing usability test sessions • Have Demonstrable experience in working effectively with cross-disciplinary teams in an agile environment • Have Demonstrable experience ensuring that appropriate user research is part of the process for making decisions (5%) Nice to Haves • Experience of doing user research for local or national government • Knowledge of Government Digital Service design principles • Experience of working in a Customer Contact Centre • Have previous experience of working in a research environment • Have demonstrable experience of working in a culture of continuous delivery and improvement. Work Location National Traffic Operations Centre 3 Ridgeway Quinton Business Park Birmingham B32 1AF And The Cube 199 Wharfside Street Birmingham B1 1RN Working Arrangments Work will involve carrying out user research with people who contact our Customer Contact Centre, so the supplier will need to carry out the user research based at the National Traffic Operations Centre in Birmingham, with some visits to our other office in Birmingham at the CUBE to work with our in house user researcher. The report can be written off site. Security Clearance None. No. of Suppliers to Evaluate 5 Proposal Criteria • Approach and methodology • Estimated timeframes for the work • Value for money Cultural Fit Criteria • Work well in a collaborative agile team and be confident at communicating and demonstrating developments and ideas, • Demonstrate courage and challenge the status quo (e.g. can express controversial views, confront reality, make tough decisions,) • Demonstrate responsibility (e.g. act like a leader, provide solutions to problems, seek the best for the organisation beyond your team) • Be respectful of different opinions and constructive in feedback Payment Approach Fixed price Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers 1. The closing date for applications is 15th November, but you want to start the work by 14th November at the latest. Please could you clarify? The closing date for applications is 15th November, the work will be required to start soon after the successful bidder is identified after this date. The project team will agree a start date with the successful bidder. 2. .What exactly do you mean by Customer Contact Centre?Is it the call centre, the traffic information website (http://www.highways.gov.uk/traffic-information), the mobile app or do you consider it as all touchpoints (if yes – how many touchpoints have you identified)? 2.How do you envision user recruitment process?Is there a possibility that the in-house user researcher may support this process?Would it be possible to recruit users by some existing touchpoints (e.g. newsletter, survey on the website, etc)? 3.Would it be possible to see the initial insight that has been completed?Are there any defined customer segments that should be considered during planning the research? The CCC is the call centre based at our traffic operations centre in Quinton.It is targeting users who have contacted our CCC by email/phone. Users who are participating have already been identified. The in house researcher will provide support for this research and we will share the existing insight at the interview and following appointment. 3. Please note that Highways England has suspended this opportunity and will not be proceeding until further notice.Any bids received will not be considered or evaluated.Highways England apologises for the inconvenience.CCS has been requested to withdraw this notice. Please note that Highways England has suspended this opportunity and will not be proceeding until further notice.Any bids received will not be considered or evaluated.Highways England apologises for the inconvenience.CCS has been requested to withdraw this notice.