HMCTS Change Portfolio Programmes - UX resource

Tender description

Why the Work is Being Done The HMCTS Change Portfolio is a series of business transformation programmes that will radically change how the justice system is delivered as a whole and the individual agencies working within it, fundamentally changing the way they work by: 1. Increasing productivity and service efficiency 2. Reducing operating costs 3. Improving the user experience. This Programme covers the works previously known as the CJS Common Platform and HMCTS Reform. Problem to Be Solved The UX function provides guidance and direction to the Programmes to deliver digital services for Crime, Civil, Family and Tribunal jurisdictions in the justice system. The Programmes will deliver new citizen-facing services and supporting back-office systems and processes to enable: - sharing of data across agencies and organisations through a single data source - accessing and updating data based on a user's security profile - providing a digital operating environment that will optimise building utilisation, minimise transport, increase procedural efficient and reduce paper reliance. Who Are the Users The Users may include: 1. The citizen (general public) 2. Her Majesty’s Courts and Tribunals Service (HMCTS) 3. Crown Prosecution Service (CPS) 4. Legal defence community 5. Police 6. National Offender Management Service (NOMS); including Prison & Probation Services 7. Other Judiciary and Legal authorities Early Market Engagement Work Already Done A number of preliminary Discovery and Alpha phases have been completed within the Change Portfolio, using the GDS agile methodology. However, there are a number of projects as yet to commence a Discovery – Alpha – Beta – Live approach to service implementation. Existing Team HMCTS require approximately 10 user researchers, 4 UX designers and 3 content designers to start by Qtr1 2017, ramping up to a maximum 25 resources over the contract duration. Active projects are made up on resources from a number of suppliers. In some cases these teams include research, UX design and content design capability. The supplier will be expected to provide additional capability to extend our ability to deliver as projects scale and new projects start. In addition the supplier will have the opportunity to replace existing UX staff at appropriate points owing to departure or commercial arrangements being concluded. Current Phase Not applicable Work Location Office-based in one of three locations: - 102 Petty France, London SW1H 9AJ - Southern House, Wellesley Grove Croydon CR9 1WW - Rose Court, 2 Southwark Bridge Road London SE1 9HS. There may be some travel nationally in England and Wales to research with users. Working Arrangments On-site working at the specified base location working a five (5) day week, except where off-site research and testing sessions are required. For any work performed at a location different to that of the Base location and London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. The Service is being delivered against the GDS Service Manual (e.g. agile delivery aligned to scrum methodology). Security Clearance Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. See https://www.gov.uk/government/publications/government-baseline-personnel-security-standard for further guidance. Additional T&Cs Any expenses shall be submitted in line with the Ministry of Justice standard Travel and Subsistence policy. Skills & Experience Demonstrable experience in providing the 3 key UX roles as defined by GDS (https://www.gov.uk/service-manual/the-team/what-each-role-does-in-service-team) within a multi-disciplinary team=2% Demonstrable experience of integrating UX capability into the successful delivery of high volume, multi-transactional transformational services for use by organisations and citizens, following GDS design principles and assessment guidelines=2% Demonstrable evidence of conducting effective research, communicating insights to delivery team and wider programme to inform decisions. Fast turnaround of highlights via professional presentations of findings appropriate to the audience=2% Demonstrable experience in delivering UX designs quickly and efficiently that meet the identified user needs and can be tested and iterated easily during the design phase=2% Demonstrable experience of producing content and micro-content to support the design and delivery of an effective, efficient service appropriate for its users=2% Demonstrable experience of defining and designing Assisted Digital solutions alongside any online service=1% Experience defining best practice for UX delivery and communicating these to delivery teams/stakeholders, best practice processes to support preparation for GDS service-assessments, and balancing delivery needs against GDS DbD approach=1% Experience in fostering and developing a UX community of practice working alongside existing UX resources and retention / development of UX talent across a range of seniority and experience levels=3% Provide evidence of capacity and capability to provide up to 17 UX resources (10 user research, 4 UX design, 3 content design) by late January /early February 2017=4% Nice to Haves Recent experience of working within at least two agile project phases (Discovery, Alpha, Beta, Live), embedding UX capability on a transformational change programme across two consecutive phases for a service=1% Demonstrable experience of taking a service through a successful GDS Digital by Default assessment=1% Experience of providing UX capabilities within an incremental release environment of digital services to end-users (in private Beta or Live phases) =1% Experience of working alongside an organisation undertaking wider ranging strategic customer insight and research, supporting a broad-ranging transformational change programme =1% No. of Suppliers to Evaluate 5 Proposal Criteria Explain your overall approach and methodology for delivering UX services, your approach to delivering the capabilities required, including a delivery and resource plan =3% Provide details of your team structure including CVs for the intial proposed team that provide details of relevant skills and experience =7% Provide three (3) cases studies - including reference contact details - that relate to and identify the individuals you propose to provide the services =7% Detail your method for attracting and recruiting and/or placing high quality and appropriately skilled UX staff into HMCTS whilst minimising HMCTS's effort in CV sifting, interviewing and recruiting. =4% Describe how you intend to maintain quality and speed of delivery for individual projects and overall programme, the measures, the evaluation criteria, and resource performance ensuring continuous improvement =4% Explain how you plan to retain key resources for the duration of the contract and how you can commit to meet HMCTS's need for UX capability and scale up =3% Describe anticipated risks and dependencies, and how they will be managed and mitigated =2% Describe your approach for enabling digital teams, delivering capability and ensuring knowedge transfer during handover to the HMCTS BAU team as projects complete and at the end of the engagement=2% Explain the Value Proposition; value for money, how the proposal will optimise costs, and generate savings =5% Cultural Fit Criteria Explain the approach for working with multi-vendor teams across both programmes in multiple projects at different locations =4% Explain how you will ensure collaboration at all levels of the project and programme delivery between users, team members, and management. Give examples of where you have taken this approach=3% Explain how you would maintain a no-blame culture and encourage people to learn from their mistakes; provide examples =3% Payment Approach Time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range