HMCTS Civil, Family and Tribunals (CFT) Projects - Civil Money Claims (CMC) Discovery Capabilities.

Tender description

Why the Work is Being Done HMCTS is undergoing an extensive reform transformation enabled by a technology work stream. The Technology work stream spans several programmes within the change portfolio - delivering the service transformation, the supporting platform and the enabling new services, all needed to deliver the benefits. Current HMCTS services are typically supported by high-volume, paper based processes. The Change Portfolio's main technology objective is to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. These digital services are being developed within a coherent architecture which maximises reuse across the services. Problem to Be Solved Current HMCTS services are typically supported by high-volume, paper based processes which are expensive, subject to frequent delay and often unclear to persons without legal training leading to a high number of support calls. The CFT Programme is designed to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. The Civil Money Claims project, part of the CFT programme, require 3 (3) teams of four (4) capabilities; Business Analyst, UX Researcher, UX Designer and Content designer. Who Are the Users The Civil Money Claims project facilitate new processes in the civil court delivering a Digital by Default solution. It will allow many civil claims to be dealt with online without legal representation and will introduce a new way of issuing and defending claims in the civil court coupled with a move from face to face hearings to telephone/virtual hearings where appropriate. The project will make use of new and innovative technology to encourage and support parties to reach resolution earlier in the civil claims procedure. Early Market Engagement Work Already Done The initial discovery phase of the project was completed in November 2016 providing an end-to-end assessment of the current service. An output from this phase was a recommended roadmap for the delivery of incremental capabilities to transform the service consisting of nine key themes of work. This tender is to focus on three themes: - Theme one Beta development to complete MVP by August - Theme two is in Alpha with the aim to complete by end of June - Theme three's is due to commence July Existing Team The existing team is a blend of internal staff and external contractors/consultants from a range of suppliers. The Civil Money Claims team includes several user experience, content design, research and Business Analysis roles, each with a primary alignment to one of the functional themes whilst also supporting colleagues working on the other themes. The team also consists of Service and Project Management, a Solution Architect and a Delivery Manager. Current Phase Not applicable Work Location 102 Petty France, London, SW1H 9AJ (the 'Base location', although some UK Travel may be expected) The authority may consider suppliers hosting project teams at their own premises. Any benefits offered by suppliers in this scenario should be reflected in the value for money section of the written proposal. Working Arrangments The suppliers team will initially be required to work onsite at the base location working a five (5) day week. The Service is being delivered against the GDS Service Manual (e.g. agile delivery aligned to scrum methodology). For any work performed at a location different to that of the Base location (or the supplier's own premises) 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. 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 All expenses shall adhere to the Ministry of Justice standard Travel and Subsistence policy. Expenses to Base Location of works will not be paid, nor expenses within London M25 location Skills & Experience Capable of deploying the following capabilities, minimum 3 years experience, within the first week of July 2017: 2 DMs, 3 BAs, 1 Performance Analyst, 1 Agile Coach, 2 PMO analysts(2%) Evidence of demonstrable experience of information architecture, balancing user needs & business needs, working in a multi-disciplinary agile teams, experience of the GDS service manual(2%) Define your approach to identifying, capturing and responding to Assisted Digital needs and implementing plans to evolve a digital service to meet them(2%) Evidence of how you would plan and conduct: - User Research on iterative digital service transformation projects through contextual studies/interviews, - formal usability testing and other qualitative and quantitative methods(2%) Define how you would produce design products, to communicate user needs, produce product roadmaps and the service vision to a multi-skilled delivery team(2%) Define how you would iteratively design well-developed prototypes with content and logic which adhere to design and accessibility standards(2%) Descibe how you have undertaken desk research and existing content appraisals, identification of content gaps and the development of a content plan for the project(2%) Desribe how you have created plain English user needs content, iterating the content and influencing the design based on user testing whilst ensuring legal compliance and factual accuracy(2%) Demonstrable experience of design patterns (atomic design. material design), prototyping in HTML/CSS/JS using the GDS prototyping toolkit, wireframing & prototyping using tools like Axure(2%) Demonstrable experience in interaction design & interface design, examples of making design decisions from evidence, defining and meeting UX KPIs(2%) Demonstrable experience of documenting business process models (as-is and to-be), documenting business needs and associated KPIs, and clarifying business rules(2%) Demonstrable experience of where story maps and sprint plans have been delivered for multi-skilled teams including design and development tasks(2%) Describe your experience in defining sprint tasks and user stories that have well defined acceptance criteria and sizing(2%) Define how you measure success in MVP and future states, defining how you have balanced the demand for iterations with new functionality and supported prioritisation of change(2%) Nice to Haves Demonstrate proficiency with Google Analytics and other digital analytics platforms: instrumenting, administration and analysis(1%) Have evidence of supporting the development of a client's Service vision and how it was interpretated into a delivery roadmap(1%) Demonstrate team ways of working that support scaled agile delivery with collaboration across multiple teams within a transformation programme(1%) Demonstrate how you analyse and document service data and metrics; provide examples of where you have implemented this for a similar service(1%) No. of Suppliers to Evaluate 5 Proposal Criteria Proposed Team members Minimum of 3+ years experience in multidiscipline teams, on large-scale projects Describe the teams who’ll be doing the work and how they’ll work together in each team(5%) Provide named individuals and cv's to meet the initial 2 teams 03-July; Business Analyst, UX Researcher, UX Designer and Content designer, demonstrating experience of working in agile multi-vendor teams(5%) Describe how will you ensure that HMCTS is supplied with high quality and appropriately skilled team specialists, whilst minimising HMCTS's effort in screening th eproposed team members(4%) Describe your approach to adding, replacing and rotating new team members, within a 2 week notice period, to the existing team without reducing the teams velocity(2%) Provide three referenceable client focussed case studies where your company have provided the desired service capability; please identify the proposed team member(s) that were part of the delivery team(8%) Describe how you intend to measure and manage quality and speed of delivery within the team to ensure continuous improvement(2%) Propose your approach for enabling digital teams, delivering capability and ensuring that knowledge transfer is conducted during handover of project outputs to the HMCTS BAU maintenance team(3%) Give examples of KPIs and SLAs that you would be prepared to commit to for this contract, including ability to provide high calibre substitutes/replacements within 2 weeks(2%) Explain the Value Proposition; value for Money, how the proposal will optimise costs, and generate savings. Demonstrate how discounts will be linked to volume and duration(7%) Cultural Fit Criteria Explain the approach for working with multi-vendor teams across multiple projects at different locations(3%) 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(2%) Payment Approach Time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 70% Cultural fit 5% Price 25% Questions from Suppliers Budget range the maximum rate moj are prepared to pay is: - business analyst £700 - ux designer £695 - content designer £680 - user researcher £690 the total supplier charge will be evaluated as per evaluation criteria %.