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

Tender description

Summary of the work NHS Digital must 'reimagine' the way we serve our B2B users through digital channels. We would like to meet B2B user needs by surfacing the tools, information, data and insight that is valuable to them in a way that meets their needs. We are at the Alpha stage. Expected Contract Length Approx: 2-3 months Latest start date December 12 2016 Budget Range < £85k 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 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) 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 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 Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Hi, Would you except two expressions of interest from us? Thanks We are anticipating only one expression of interest from each interested party. However. we are not sure why you have asked this question, therefore can you tell us the reason and we can respond with a clearer answer for you if needed. 2. Here are further details about the Webex Q&A session scheduled for 10am on Monday 21st Nov Join WebEx meeting Meeting number: 951 638 896 Join by phone External-3rd-Parties: 44-2070033123 3. Regarding your essential requirement asking for “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”, would you consider a supplier with a proven successful development of an open standards compliant CMS including the build of responsive templates and site publishing tools that meet the needs of content editors and website managers? Thank you Yes we would consider a supplier with a proven successful development of an open standards compliant CMS including the build of responsive templates and site publishing tools that meet the needs of content editors and website managers? 4. Please can you confirm if co-location will be required or if remote working would be accepted with on site meetings happening when needed? We require both onsite working and remote working from the supplier. Our estimation is that it will be a 50/50 split between the two. 5. Is it possible to see the outputs of Discovery? No, we consider the Discovery outputs to be commercially sensitive and are not prepared to share with other parties at this stage. However, we may decide to do so with shortlisted suppliers further along the procurement process. 6. Can NHS Digital please detail the expected procurement timeline? From our experience of the DOS process, we feel less than a month until the expected start date is extremely tight for evidencing, proposal, presentation, and contract award. A Q&A clarification webex is arranged for Monday 21st Nov, the deadline for submitting questions is Tuesday 22nd Nov and the closing date for applications is Tuesday 29th Nov. We will evaluate responses and prepare a shortlist within a few days, arrange subsequent interviews and we plan to award on or around Tuesday 20th Dec. 7. The details supplied for the clarification webex do not appear to be working. Please can you clarify the meeting invite details? The meeting took place at the allocated time and no participants remarked about any difficulty in connecting. We received this question once the meeting had started but were not able to respond until the meeting had finished. We will be issuing the list of questions asked together with the answers. 8. What were the outputs of the Discovery phase? Following the question and answer session earlier this morning we will be making the results of the Discovery phase available to all interested parties 9. Discovery Work – Is the Discovery work available to the potential providers? The Discovery work is available and was originally going to be made available to the successful provider. After discussion it was agreed by NHSD that the Discovery work would be made available now as part of the data for potential suppliers. This should be available in the next few days. We will advise how to access the information. 10. Is it possible to give a broad brush view of what has been discovered in the Discovery process? Users want greater clarity to how we present ourselves, they must be able to identify our products and services quickly. Users want to get to the data and application interfaces. We need consistency, conformity and information as to where material is available. Users don’t view our organisation in the same way as us. We must understand how they and the outside world view us. We must produce better systems and data designs Need to provide more digital tools and analytical tools for use by all. We have a complex matrix of users. We have a range of different users. 11. There appear to be quite a few back end systems being “hooked” together through the new proposed website, can you highlight what these systems are, how many there are and what the difficulties are in connecting them all up together and providing them all through one portal? We are not entirely sure at this stage of the project just how many back end systems will need hooking up to. We expect this Alpha phase of the project to help us identify the complexities and size of the problem for a specific user segment, and help us to develop the structure of how the various interfaces could work to present a better digital experience to that segments of our user base. 12. Do NHSD feel that Discovery is complete at this stage? We feel that the discovery is a continuous process. It’s about knowing when we know enough to enable us to take the next steps and start “standing up” some Alpha concepts which this project is concerned with. We do feel that we have a good solid understanding of our user needs for this stage. 13. What is NHSDs largest concern going in to this Alpha phase and what will be greatest benefit we will have covered by the end of the Alpha phase? Our biggest concern at this stage is that what we discover we need to build from the Alpha phase is actually achievable. 14. Can NHSD confirm the timescales for this procurement, we have said that we want to award around 20th Dec, is that realistic and do we have the resource in place to do that? NHSD confirmed that the dates indicated in Q6 on the Digital Marketplace website were still correct. It is anticipated that we will be awarding the contract around 20th Dec and we do have the resource in place to allow that, and we will start work with the successful bidder as soon after that date as possible. 15. Is this a capped budget? The figure quoted is our upper threshold, and we are looking for an economical solution inside that threshold. The scoring criteria, including price, is clearly included in the Digital Marketplace notice. 16. What is the word count for responses There is no word count for answers but suppliers are requested to keep responses as succinct and relevant as possible. 17. Is the delivery method to be Agile or Waterfall approach NHSD confirmed that it likes to work in an Agile delivery way, but recognises that the way that we are structured organisationally we are aligned with commissioners and various boards in a more waterfall scenario and therefore at this stage we anticipate that we will deliver in a mixture of the two styles. 18. Who in NHSD will the supplier be working with? On a day to day basis the supplier would be working with Roger Donald, Programme head, Martin Liddament and Owain Davies as product owners and Isabel Hunt from a governance, oversight and steering perspective as SRO. At some stage in the early part of 2017 the team will be wishing to share the outputs with the Executive Management Team. 19. Does the estimated value include VAT? The estimated value excludes VAT. 20. What roles and functions will the NHSD team fill in the Alpha phase? NHSD has a team consisting of Product Owners, BA resource, senior and junior level, visual design resource, UX resource, content authors, we do not have user research type roles at the moment, but the brief does identify some key role types that the provider will be expected to supply. NHSD confirmed that it would be prepared to work as part of a blended team with the provider. 21. Does the fixed price requirement apply to all aspects of the delivered piece? Yes, NHSD expect the whole Alpha project to stand up at the end inside a fixed price. 22. What were the outputs of the Discovery phase? We have discovery assets demonstrating:• User interview summaries• Board papers summarising the work conducted by the appointed agency• User needs• Corporate site vision stories• A set of detailed personas• Detailed customer needs analysis 23. Thank you for hosting the webinar this morning. Do interested suppliers need to register our interest to see the results of the Discovery phase, or are you likely to publish a link to view the report on the Digital Marketplace? We have published the questions and answers from this mornings session. We are in discussion with GDS as to the best way to make the discovery documents available to interested parties. We will publish the result of the consultation here in this question and answer section of the website. 24. You mention a word count in a previous response to a question, however please can you confirm that all you are expecting at this stage is for suppliers to respond to the Yes/No questionnaire? We are expecting interested parties to complete the questionnaire to help us establish a short list of suppliers. Below is the guidance from the Digital Marketplace website After you’ve published your requirements, suppliers will apply and tell you:when they can start workif they have the essential skills and experiencewhich nice-to-have skills and experience they havehow much the specialist costs (specialist suppliers only)You can shortlist the suppliers who:can start work when you need them tocan work within your budget meet all the essential skills and experienceprovide the most nice-to-have skills and experience 25. Is it possible to see the outputs of Discovery? We have made the Discovery documents available through our esourcing portal. Please follow the below link to access the portal, and then apply the access code https://www.delta-esourcing.com/delta/buyers/select/viewListStatus.html?id=228492852Access Code - RE58GSYN75 26. We understand that direction and outcomes will be presented to senior stakeholders at some points throughout the project. Will the chosen provider be involved in preparing and presenting the work at these stages? Yes, the chosen supplier will be involved in the preparation and presentation to senior stakeholders.