Her Majesty’s Passport – Digital Application Processing – Delivery Team Supporting Casework Team

Tender description

Why the Work is Being Done HMPO's 2020 vision moves passport applications online for the majority of customers and shifts assessment to a risk based, digital approach which will increase the capability to identify fraud. The DAP project is responsible for building the capability to deliver an in house case working, workflow and checking capability to support the production of passport applications, currently the responsibility of an external provider. With HMPO's contracts with existing strategic partners coming to an end in 2019, the DAP service has to be ready to take over all application processing by this date. Problem to Be Solved To achieve the HMPO Transformation agenda, DAP needs to introduce risk-based approaches to application assessments, resulting in automation of low risk applications and more time for in depth examination of higher risk cases By 2019 we must create a new service for application processing which meet users’ needs. Delivering the front end and back end back end capability to support the User Case working screens required to service all users and all application types. The Team will need to work closely with the User Researcher s and Content / Iteration Designers and the wider Agile Team. Who Are the Users As a user the HMPO passport staff need a system that automates passport applications where safe and practical to do so. To enable them to concentrate on the more complex cases that can never be automated. So that HMPO can achieve its 2020 vision and 2019 contract objectives and build the capability to deliver an in house case working, workflow and checking capability to support the production of passport applications. Early Market Engagement N/A Work Already Done Over the last 12 months we have almost completed work on the initial Discovery Phase for British Overseas Territories (BOTs). However we are now concentrating on UK Adult On-line Renewal applications through our new Digital service. We have been working with users to identify casework needs and have completed some prototypes but to continue moving at pace and meet the 2019 delivery timescale to have created a service by which applications can be processed and which meets our user needs, we need to recruit specialist skills to support the continuation of this work. Existing Team There are currently two cross-functional teams working on these services and capabilities. HM Passport Office anticipates the supplier team will work with these existing capabilities, as well as build new ones for the provision of shared services from this platform. Current Phase Alpha Work Location Central London (near to Victoria / Westminster/ Fleet Street) Working Arrangments We expect the supplier to: - Work collaboratively with existing cross-functional teams transforming application processing. - Focus on evidence-based skills transfer between supplier and civil servant team members. - Be on site at least four days per week collaborating with teams and User Researchers Content/Interaction Designers. - Be responsible for travel and expenses to normal workplace. - Align service design and development with the HM Passport Office strategic technical architecture and technologies. - Be aware that this arrangement may also be used by other Programmes within HM Passport Office and across the Home Office. Security Clearance SC Clearance is required. HM Passport Office will support the clearance process Additional T&Cs Breakpoints to assess progress and quality will be set at the end of alpha and beta phases. Skills & Experience We want to recruit an established team who have a good working relationship – who can work well together and blend their skills set together to meet objectives. Team members need to be self-starters and self-managing, capable of working at a fast pace Excellent communicators both from wider team perspective and with users and stakeholders alike. looking for clear evidence of how the proposed team has moved an organisation and its people forward on a journey from a staid way of working to a new concept. We want to utilise an outcome based model rather than a headcount one to allow flex in the resources needed to meet the work. All Team members must meet the essential criteria as set out GDS job description requirements for the roles supplied which at a high level are. Nice to Haves Proven experience of working in an agile development environment with designers and developers and product managers to create new digital products and services Previous experience within government services. No. of Suppliers to Evaluate 3 Proposal Criteria Technical solution Approach and methodology How the approach or solution meets user needs How the approach or solution meets your organisation’s policy or goal Estimated timeframes for the work How they’ve identified risks and dependencies and offered approaches to manage them Team structure Value for money Evidence of ability to provide high quality professionals Cultural Fit Criteria Work as a team with our organisation and other suppliers Transparent and collaborative when making decisions Have a no-blame culture and encourage people to learn from their mistakes Payment Approach Time and materials Assessment Method Written proposal Case study Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers Budget range