NHS Digital Alpha (demonstrating Digital Service Design cutting across organisational silos)

Tender description

Why the Work is Being Done NHS Digital has an opportunity to 'reimagine' the way we serve our B2B users through its digital channels. We would like to meet our B2B user needs by sufracing the tools, information, data and insight that is valuable to them in a way that meets thier needs. We are in the Alpha stage of this project. Problem to Be Solved We provides >260 products, services, audits, statistics, tools, data sets and data collections. It’s difficult for our customers to navigate our digital presence. We need to visualise the things we do for our b2b and b2c customers and create a conceptual model for a new digital presence. Our data and content must be stored once & used many times in different ways. The Alpha will deliver a digital interface(s) that draws on some content and information from across our silos. It will expose and disseminate capabilities our users need from us. Who Are the Users I need to: visualise the totality of what NHS Digital does. visualise the way that different information, data and content can be extracted and exposed in ways that meet user needs. simply understand the vision and scope of the corporate website customer service design approach. GP’s need to: understand the performance of my staff based on the outcomes. be compared fairly against other practices. know the expected time and queue position for referral. be provided with quality data. be given intelligence and information, not raw data, be given the supporting tools to investigate the detailed data and information. Early Market Engagement We have spoken to a personal contacts at service design agency in order to shape our thoughts in the right direction. Work Already Done Detailed Discovery research has been conducted on the Data, Information & Architecture aspect of our business. It was conducted by BAE Systems. This provides significant insight on the user needs of our key customers and lists thier key challenges, ways they wish to work with NHS Digital and things / capabilities that would add value for them. we have been able to segment our user base and have categorised them. We have performed in depth server log analysis of our website usage and drawn user needs hypothesis from this data. Existing Team The Digital Communications team are responsible for the transformation of our corporate digital presence. We are Product Owners, Content Authors, UX Architect, Visual Designer and a Programme Head. We do not have front end develper skills. For this work you will be working with the senior team and will have access to subject matter experts from accross our portfolio of work. Current Phase Alpha Work Location "NHS Digital, Unit 7, Strawberry Fields, Berrywood Business Village, Hedge End, Southampton, Hampshire, SO30 2UN NHS Digital, Bridgewater Place, Water Ln, Leeds LS11 5BZ" Working Arrangments Onsite and offsite as needed, based on the approach that the vendor selected promotes. We imgaine that you will need to spend 50% of time allocated on site learning about our challenges, this is best completed at out Leeds office base. Security Clearance None Additional T&Cs Standard Skills & Experience Demonstrable experience of running conceptual modelling) workshops with a facilitation process to engage very senior stakeholders and service users. (20 points) Experience of delivering cutting edge clickable demonstration websites and linked services. (20 points) Proven experience of complex user journey mapping across ranges of users and stakeholders. (20 points) Sound knowledge of how users access the internet, find and land on websites and interact online (10 points) Proven experience in using robust metrics, analytics, search data and user feedback to audit and define key content and services. (10 points) Experience in using evidence-based research to inform a user-centred redesign, focused on external users’ needs, end-to-end user journeys, motivations and goals. (20 points) Experience of developing content strategies and information architectures for new websites and services. (20 points) Experience of designing and developing services that meet identified user needs . (10 points) Experience of prototyping, testing and iterating with users and stakeholders. (20 points) Technical expertise of front-end, UI web development and responsive web design (HTML5/CSS/JS). (10 points) Expertise in delivering services that meet, at least, AA of the W3C WCAG2.0 accessibility standards. (5 points) Proven successful development of back-end technologies, databases, developing APIs, meeting data standards, and experience of GitHub. (5 points) Proven successful development of open source CMS including build of responsive templates and site publishing tools that meet the needs of content editors and website managers. (10 points) Technical ability to set up a secure hosting environment for the NHS Digital Alpha. (5 points) Demonstrate experience of delivering agile projects in sometimes non-agile environments. (10 points) Demonstrate experience of developing cutting edge, engaging, dynamic web templates and services that meet user needs. (20 points) Detailed understanding of government digital standards, including GDS service design manual and wider industry-standards. (10 points) Nice to Haves Experience of facilitating top level Executives throgh conceptual modelling (10 points) No. of Suppliers to Evaluate 5 Proposal Criteria Technical solution (50 points) Approach and methodology (50 points) How the Approach or solution meets our project goals (100 points) Estimated timeframes for the work (100 points) Team structure (100 points) Value for money (100 points) Cultural Fit Criteria Be transparent and collaborative when making decisions (25 points) Experience of successful collaborative working as part of a multi supplier delivery team sharing knowledge within the team. (100 points) Take responsibility for their work (50 points) Can work with clients with low technical expertise (25 points) Able to challenge the status quo and use persuasion skills to achieve business buy-in (100 points) Have a no-blame culture and encourage people to learn from their mistakes (50 points) Bring agile mindset and principles into a developing organisation (25 points) Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range < £85k