Highways England Web Estate Review

Tender description

Why the Work is Being Done We communicate extensively with the public using a range of digital channels and we need to ensure that these services are continuing to meet the needs of our users. We require an independent specialist(s) to provide the business with insight into our public facing digital services, including primarily GOV.UK, our road improvement programme website, traffic england, mobile applications, social media and other public digital channels. We need to analyse the effectiveness and customer satisfaction of our digital services, establish user needs, opportunities which will support our digital roadmap. This work needs to be delivered by the end of March 2017. Problem to Be Solved We need to establish user needs for both current and potential users of our digital services. We need to know if our current digital offering meets those needs and if not what we need to change to achieve this. We need to know if our range of digital services is sufficient or if we need to add or close any channels. We need a report that gives us a prioritised user needs list, an understanding of how we can improve our services and offers solutions. We also need to make sure we understand any assisted digital requirements of our customers. Who Are the Users As a user of the road network I need to find information about current road conditions so I can plan my journey or prepare for congestion. As a citizen, I need to find out about who Highways England are so I can understand their role in maintaining and improving the road network. As an employee of Highways England, I need to understand what services customers want from us so we can provide them with valuable information. As a public body, we need to understand what our regulators require us to provide to our customers online to meet our statutory obligations. Early Market Engagement Work Already Done We have done some extensive research provided by Customer Experience group about our road users and on driver segmentation. Our Customer Research team has produced a major piece of work to look at how our work affects communities. Both papers will be made available. Existing Team They will work primarily with the existing digital team in Highways England. This would involve the Digital Services team in Leeds and the User Researcher and User Experience Designer in Birmingham. There will also be some interaction with our team of Digital Editors and Social Media Manager. It may also require some interaction with our National Incident Liaison Officers, Our Customer Contact Centre and Traffic Information Service Providers in Birmingham. Primary interaction though will be with the public. Current Phase Live Work Location As we want the provider to assess our online digital services the majority of this work can take place off site. However, it may require some time to be spent at our office in Leeds, and our two offices in Birmingham where our Digital team are based. Working Arrangments We want the provider to communicate with our users and potential users so they can do this in whatever way they feel is most appropriate and we would not require them to be on site for any specific amount of time. We would expect them to visit our teams in Leeds and Birmingham as required for meetings and workshops as well as be available for regular tele-conferences. They may need to visit our offices more in the initial phase of work as we plan and agree the scope of the project. Expenses should be covered within budget for the project Security Clearance Additional T&Cs Skills & Experience Have 3+ years experience analyzing the effectiveness of digital channels. Have 3+ years experience conducting user experience research Have 3+ years experience establishing and validating user needs for digital services Have In-depth understanding of user-centered research, design principles, methods and tools Experience of identifying users of digital services in the public domain and securing their participation in user research. Experience of effective engagement with current and potential users, including assisted digital users. Have excellent analytical, problem solving, written and verbal communication skills Proven experience of organizing, managing, executing and analysing usability test sessions Nice to Haves Experience working with local or national government Knowledge of Government Digital Service design principles Have demonstrable experience of working in a culture of continuous delivery and improvement Experience of Online roads and traffic information services. No. of Suppliers to Evaluate 5 Proposal Criteria Approach and methodology Estimated timeframes for the work How the approach or solution meets our goals Value for money Cultural Fit Criteria Work with us as part of a team 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 Can work with users with low technical expertise Share knowledge and experience Have proven experience of stakeholder management and strong negotiation skills Payment Approach Capped time and materials Assessment Method Written proposal Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range up to £50,000 – this should include all expenses.