Alpha – domestic consumer energy efficiency advice service.

Tender description

Why the Work is Being Done Improving the energy efficiency of homes in the UK is important in achieving carbon targets and reducing consumer bills. Accurate, impartial advice is the crucial first step for consumers. Advice can include recommendations of measures consumers could take to improve the energy efficiency of their property, as well as an indication of eligibility for and referral routes for available support. BEIS currently provides the Energy Saving Advice Service (“ESAS”), a phone-only service. BEIS has undertaken discovery on transitioning to a digital service with assisted digital. The alpha team will develop prototypes for the future service and test with users iteratively. Problem to Be Solved Understanding energy efficiency improvements can be complex for consumers, needing to take into account the characteristics of a property and its occupants. There can be an information gap between consumers seeking to make improvements and being able to confidently take action. Eligibility for financial support can vary depending on individual circumstances, the property and its location. Referral routes can be complex and so discourage consumers from taking action. A digital service could reach a broader audience than the existing phone service; although some consumers will require assistance with the digital service. Who Are the Users All domestic property occupiers are potential users. They need better support through tailored advice based on their property and personal circumstances, and access to direct referrals to schemes providing support. Users that are not targeted in the MVP include landlords, suppliers and installers. While alpha prototypes will not focus on these users, the alpha team should bear them in mind when conducting user research and creating a plan for beta. There will also be an assisted digital element sitting alongside and using the same systems and data as the digital service. Early Market Engagement Work Already Done BEIS carried out discovery to scope user need for a digital service, and government’s role in such a service. Discovery found need for a minimum viable product to cater to consumers. It recommended prioritising consumers at a trigger point (e.g. broken boiler), in fuel poverty, those seeking to reduce bills or seeking to reduce carbon, or improve comfort. It identified a role for government in being a trusted source of data and information, providing impartial advice and protecting the vulnerable. Discovery recommended an assisted digital service sit alongside the digital service. Existing Team The procured team will be working with employees of BEIS who will act as Service Manager and Product Owner. A consultant from the BEIS Digital Services team will be available for advice and review. Current Phase Alpha Work Location Work will take place at BEIS offices 1 Victoria Street, London. Working Arrangments We would require the successful team to co-locate with the BEIS policy team at BEIS HQ for at least part of the working week. Actual arrangements will be agreed at the outset of Alpha. The service will be delivered in an agile way based on scrum principles which encourages open and fluid communication across the team. We expect the supplier to suggest and manage the approach that enables this, and we anticipate daily scrums along with regular show-and-tells. Users and stakeholders are across England and Wales so there will be a requirement to engage users from different regional areas. Security Clearance Baseline Personnel Security Standard (BPSS) Additional T&Cs Skills & Experience Experience building easy-to-use consumer-facing web-based applications. Experience conducting and documenting user research, and using findings to iterate project work and software development. Proven experience delivering projects using agile project management methodologies. Experience of rapidly developing and iterating prototypes based on user testing, findings from discovery and policy context, including assisted digital. Experience of working across multiple government departments, including data-sharing protocol. Experience of developing digital services considering the needs of industry stakeholders Experience identifying users who require assisted digital services, including vulnerable consumers, and their respective needs and usage patterns. Experience of ensuring prototype services cater to these needs. Experience working with multiple data sources to analyse how they relate to each other, and how to get maximum service value from them. Understanding of both legal and data protection issues in using personal data. Communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels. Experience of working with prototyping Nice to Haves Demonstrable knowledge of the issues surrounding domestic energy efficiency, particularly in respect of consumer advice and consumer energy usage. Awareness of recent technological developments in energy generation, energy efficiency measures and energy usage measurements, particularly with reference to ‘smart’ technology. A familiarity with the principles of behavioural insight and behavioural change. Experience of applying these principles to consumer-facing services, particularly online. Experience building easy-to-use mobile applications Experience of delivering digital projects in line with the GDS Digital Service Standard. Coaching, mentoring and upskilling people in agile techniques and roles to build capability within existing teams. No. of Suppliers to Evaluate 6 Proposal Criteria Approach and methodology Technical solution Proposed programme of work and estimated timeframes Team structure (with roles and responsibilities) Value for money Cultural Fit Criteria Working transparently and collaboratively across government. A collaborative and sharing approach, actively seeking input from colleagues and stakeholders. Adept at communicating technical ideas with non-technical clients, both in writing and verbally. Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers Budget range our maximum budget for the 12 weeks of work is for approximately £300k exclusive of vat.