Discovery Phase for Disability Benefits

Tender description

Why the Work is Being Done The Social Security Programme within Scottish Government (SG) is charged with taking forward the Scotland Act 2016 powers on devolved benefits. The Programme has been established to provide the governance and structure for delivering the required capabilities. SG requires a Service Provider to carry out a Discovery exercise for Disability Benefits. SG wishes to build as comprehensive a picture as possible of the user needs of disabled people, and ensure the safe and secure transition of some existing services. The output of Discovery will inform policy decisions, and feed directly into the future design of user-centred services. Problem to Be Solved 1) To build a comprehensive picture of the current ‘as is’ situation regarding existing disability benefits and processes, and in turn identify the greatest opportunities for delivering cultural change. This will require interrogation of the most controversial elements of the current UK welfare system which are being devolved to Scotland, namely PIP and associated processes for redetermination and appeals, and assessments. It will include substantial bespoke research activity 2) To investigate the current ways in which existing benefits are delivered, build a full understanding of business processes and technical complexity, and provide options for future service delivery. Who Are the Users Users will be a mix of applicants for services, internal system users and third parties involved in service delivery. Example user stories from a previous phase include: As a potential applicant I want to be given advice that’s tailored to my circumstances; I want to know what I’m entitled to. As an applicant I want to know what is expected of me and by when; I want to know the status of my application at any time. Early Market Engagement Work Already Done This work is informed by earlier developments in the form of one Discovery phase, and two Alphas covering other benefits within the remit of the Social Security Agency, which helped shape strategic thinking and prototype technological functions. The Discovery provided a high-level understanding of the service required to administer devolved benefits, and the processes, systems and technologies required to support that service. Alpha 1 developed the case management element – looking at the generic and benefit-specific processes required. Alpha 2 extended Alpha 1, prototyping the components of an end-to-end service for two benefits: Best Start Grant and Funeral Payment. Existing Team Working as part of a multidisciplinary team, the Service Provider will provide specialist resources and expertise to support the delivery of the Discovery exercise, working alongside existing roles within SG including Product Owner, Transformation Manager, Business Analyst, Service Designer, User Researcher, Service Designer, Content Designer and Enterprise Architect. Current Phase Not started Work Location The team will be required to co-locate and embed with the Chief Digital Office, Digital Ecosystem Unit and Social Security team at Scottish Government's office, Victoria Quay, Edinburgh, and work in Atlantic Quay, Glasgow as required. Working Arrangments Work onsite at Scottish Government offices in Edinburgh with attendance in Glasgow when required. 5 days a week, full-time (9-5), throughout the contract to ensure full immersion in the project and allow for knowledge transfer. Security Clearance All Supplier resources must meet the Baseline Personnel Security Standard (BPSS) and have Basic Disclosure by the start of the contract. Additional T&Cs Please note that additional bespoke Scottish Government Terms and Conditions will apply to this requirement and will be issued at the technical proposal stage to short listed suppliers. New Intellectual Property Rights created by or on behalf of the Service Provider exclusively for the Purchaser as part of the performance by the Service Provider of its obligations under this Contract will belong to the Purchaser. Skills & Experience Co-locate at SG offices in Edinburgh with attendance in Glasgow when required for the duration of the contract yes/no Be able to deliver the project within the six month timescale yes/no Have demonstrable experience of using agile techniques to design services and develop them through Discovery, Alpha, Beta to Live (15%) Have demonstrable experience of undertaking research with a diverse mix of users including those with low digital literacy and assisted digital needs (15%) Have demonstrable experience of field research, desk research, and co-design/ collaborative sensemaking with service users, staff, and other stakeholders (15%) Have demonstrable experience of delivering successful Discovery outcomes to support and shape complex digital transformation (10%) Have demonstrable experience of complex technical investigation to inform future project stages (10%) Be familiar with the SG Digital First Service Standard, or relevant assurance process such as GDS’s Digital Service Standard, and undertake an assessment at the end of Discovery (10%) Have demonstrable experience of shared delivery responsibilities and matrix management with an internal team (5%) Nice to Haves Have experience of conducting user research with users of public services, particularly social security and/or health disabled people and their advocates (5%) Have experience of co-locating to deliver agile projects (5%) Have experience of delivering at scale on high-profile public sector digital projects (5%) Have experience of using service design to transform public services (5%) No. of Suppliers to Evaluate 6 Proposal Criteria User research approach 20% Project delivery approach 20% Understanding of requirements including approach to cyber security 15% Team roles and responsibilities and capability 15% Approach to business analysis and technical investigation 15% Schedule of Work 5% Continuity of Service 5% Risk management 5% Community benefit(s) you will deliver as part of this Contract (not scored) Cultural Fit Criteria Engage and work with users in a sensitive and inclusive manner 46% Meet the co-location requirements of this contract 22% Share knowledge and experience 22% Commit to fair work practices for workers 10% Payment Approach Fixed price Assessment Method Written proposal Work history Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range the estimated contract value is between £350,000 and £500,000 including vat for a 6 month period. there is an option to extend the contract by up to 20% of the original contract value.