Customer centric design, co-production and digital prototyping

Tender description

Why the Work is Being Done We are looking to transform services to meet outcomes and harness the potential of digital services in line with the Government Digital Service Standards. We are also looking to drive forward our ambition and vision for North East Lincolnshire, “the place” as recently identified in our Digital Maturity Assessment. The work is intended to transfer and develop skills in North East Lincolnshire to deliver successful user centric design capabilities, making us self-sufficient. In addition to benefit from the expertise in co-production and prototyping of digitally enabled solutions and transformation specifically around Neighbourhood Operations, Adult Social Care and a Community Platform. Problem to Be Solved We are looking to increase design and change capacity and capability for digitally enabled transformation. Who Are the Users Users are defined by the areas of project focus and therefore range from all residents i.e. those who could be potentially affected by noise nuisance or subject to a regulatory inspection. Or specifically those service users and carers in contact with Domiciliary care provision. Users may also in respect of Adult Social Care include care providers commissioned by the Clinical Commissioning Group (CCG) under a long standing legal agreement from North East Lincolnshire Council (the Council). Early Market Engagement Work Already Done The Council has recently finalised work to deliver their Customer Access Strategy which has seen a new website, new intranet, changes to print management, new postal arrangements, new customer portal with end to end digitally enabled transformation solutions and many examples of channel shift. Moving to a whole North East Lincolnshire approach to the development of digitally enabled transformation we have recently, with the input from a specialised consultancy, undertaken a digital maturity assessment to analyse where we are and how our place should look by 2030. This has now informed the development of our new digital programme. Existing Team As part of the digital programme, existing and new resources have been identified across business, ICT, Information specialists and support functions including a digital graduate. This affords a holistic team approach to the proposed programme looking at our demand, learning from engagement, co-production and design capability. There is a commitment from our leadership team that resources from services to be transformed will also support taking this work to a successful conclusion, helping to disseminate skills in user centric design widely across the workforce. Current Phase Discovery Work Location The work will take place across North East Lincolnshire with services, service users, residents and partners. This will include the Council’s primary locations in Grimsby and Cleethorpes where resources will be available to support workshops and any on site working required. Some of the work will also take place in the community. Due to our unique Adult Social Care arrangements, the work may include partner venues and relevant resources to support the providers will be made available. Working Arrangments The Council operates largely as an agile workforce and the provider will be expected to adopt this working style. Appropriate workstations and public Wi-Fi access is available and, the Councils system access could be arranged with relevant approval if required. Suitable notice in respect of any resources to support the work and provider will be required due to the reduction in our estate and access to workshop / meeting spaces. The provider will be expected to work alongside relevant officers and service areas and to be approachable and engaging in their style of working. Security Clearance Where working directly and independently with vulnerable people the providers staff may need to hold DBS clearance. In the absence of this, staff from the relevant service areas would need to be present and need to be considered as part of the work. Baseline Personnel Security Standard clearance is needed Additional T&Cs Payment terms and Statements of Work will be outlined in the brief provided to shortlisted providers. It is expected to be scheduled over key milestones with a final payment on successful completion and sign off by the Digital Programme Strategic Board. The second stage of this process will be managed through www.yortender.co.uk Skills & Experience Demonstrate skills and experience in digitally enabled transformation, specifically in Adult Social Care. This includes experience in change management and driving culture and behaviour change - 5 points Demonstrate skills and experience in digitally enabled transformation, specifically in Neighbourhood and Regulatory Services. This includes experience in change management and driving culture and behaviour change - 5 points Demonstrate experience of working with elected members - 5 points Demonstrate experience and skills in working with service users and customer centric design - 5 points Demonstrate experience of digital transformation in Local Government – 5 points Must have and be able to demonstrate expertise in Ethnographic research - 5 points Must have, and be able to demonstrate the experience and skills of specialist service designers - 5 points Must have and be able to demonstrate the experience and skills of their agile project managers - 5 points Must have and be able to demonstrate that your organisation has experience of living in the community, testing real journeys, real relationships and engaging with the community - 5 points Demonstrate an organisational culture which is cosmopolitan, approachable in style, and able to communicate with a wide range of stakeholders, including children, young people and vulnerable groups - 5 points Ability to meet the project timescales and deliver the requirement within the budget range - 5 points Nice to Haves No. of Suppliers to Evaluate 5 Proposal Criteria Please state how you will meet the requirements of the brief including planning, review and reporting arrangements - 10 points The scope of work cuts across a diverse range of provision. Explain how you will provide expertise, intelligence and knowledge across such a diverse area? - 15 points Please provide a timetable for the completion of the work and explain how you will achieve it. The timetable can be submitted as an appendix. - 10 points Cultural Fit Criteria Please describe how your team will work within North East Lincolnshire to develop and implement agile project management and deliver successful knowledge transfer - 10 points Please describe how you will work transparently and collaboratively when developing solutions for the project areas - 10 points Please describe how you will challenge the status quo of current business processes and technical solutions - 10 points Please describe your approach to engaging with internal and external senior stakeholders undergoing cultural change and how this will support project success - 10 points Payment Approach Fixed price Assessment Method Written proposal Case study Work history Evaluation Weighting Technical competence 20% Cultural fit 20% Price 60% Questions from Suppliers No questions have been answered yet Budget range £260,000 inclusive of all four pieces of work.