WP1398 Licensing Discovery and Alpha

Tender description

Why the Work is Being Done GOV.UK are investing in redesigning the government licensing service. We want to take this through discovery, alpha and beta with a view to the new service being live by the end of this financial year. We want to ensure we meet our users' needs and that the service is in line with our Digital Service Standards. Previous discovery work recommended developing an Alpha with the Temporary Event Notices (TEN) licence and possibly one or two others. This should provide insight into user needs associated with all the other licences (over 100) that the service needs to support. Problem to Be Solved The existing licensing service does not meet user needs; those of the public or local authority user. To be compliant with the EU Service Directive, it must be possible to find, apply and pay for all the necessary permits and licences involved with providing particular services. We want to adhere to our Digital Service Standards and use common components e.g GOV.UK Pay, as part of the service where appropriate. Information on licence submissions https://www.gov.uk/performance/licensing/submissions-by-licence. Who Are the Users As a member of the public I need to apply for a temporary event notice (one off) As a venue owner I need to ensure my premise holds a valid premise licence (granted once requires annual fees and involves 15 separate PDF forms) As a premise supervisor selling alcohol I need to renew my personal licence (renewed every 10 years) As a local authority I need to process user's licence applications and payments We have only provided some high level super needs here, we would expect more detailed user stories to be defined during the discovery work. Early Market Engagement Previous discovery work from 2015 recommended a service redesign to meet the needs of licence applicants and local authorities. A suggestion was made to develop an Alpha service to meet the needs of those applying for Temporary Event Notices. This accounts for over 50% of all current licensing applications and will provide an insight into those user needs associated with the other licences currently served by Licensing. Work Already Done Discovery A short phase, in which you start researching the needs of your service’s users, find out what you should be measuring, and explore technological or policy-related constraints. Existing Team A GDS Product Manager and Delivery Manager. A technical architect will be involved. Part of the licensing product uses a third party document output service and ongoing support for the service is supplied by another provider. Current Phase Live Work Location Work should be based in London. User research may involve travel to other locations. The GDS team you will work with will be based at the following address and we would expect to have some face-to-face contact here: The Whitechapel Building 10 Whitechapel High Street E1 8DX Working Arrangments The supplier can predominantly work offsite but we would expect the following arrangements: - Project kick off - face-to-face with all involved - Regular planning sessions - ideally face-to-face - Weekly progress report/call/email - can be remote - Invites for GDS team to join the user research activities. - Shared access to project information and work in progress (tools GDS use like google docs, slack, hangouts, basecamp, confluence, trello) - Includes collaborating with stakeholders across multiple Government departments. Expenses limited to travel to other UK locations where appropriate. Security Clearance Minimum Baseline Personnel Security Standard. Security Clearance (SC) is required to operate on this project and must be in place at start date of contract Additional T&Cs Skills & Experience Demonstrates understanding and experience of service design (Worth 2 points) Has delivered at least one similar complex service project, through all stages (discovery, alpha, beta, live) (Worth 3 points) Understanding of and ability to deliver compliance with the government’s Service Standard and Technology Code of Practice (Worth 3 points) Ability to prototype and test with users and stakeholders (Worth 2 points) Ability to turn research data into clear findings that inform what you build (Worth 2 points) Experience building at least one digital service using a range of back-end and front-end technologies (Worth 2 points) Experience communicating clear findings and recommendations with external team (Worth 2 points) Experience conducting thorough user research and analysis on at least one discovery project for Government (Worth 2 points) Worked on one service project with a user base of at least 100,000 (Worth 1 point) Proven ability to handover digital services to an in-house operational team (Worth 1 point) Nice to Haves Experience working across government and with local authorities (Worth 5 points) Have delivered at least 3 discovery projects for Government (Worth 4 points) Have delivered at least 3 end-to-end digital services for Government (From Discovery through to Live) (Worth 4 points) Capable of building digital services using Ruby (Worth 4 points) Understanding of the EU Services Directive (Worth 1 point) Experience working with multiple stakeholders and users (Worth 1 point) Have worked with local government on a discovery or to deliver a service (Worth 1 point) No. of Suppliers to Evaluate 5 Proposal Criteria Approach & methodology to understanding existing service and the problems with it (Worth 4 points) Approach & methodology to service redesign, understanding user needs & building on research findings (Worth 4 points) Demonstrates an understanding of local or transactional services and the challenges and risks in delivering them digitally (Worth 4 points) Approach to handing over projects and digital services to other teams (Worth 3 points) Approach to working with us, local authorities and other stakeholders (Worth 3 points) Demonstrates value for money of the proposed solution (Worth 2 points) Cultural Fit Criteria Can communicate technical requirements/issues to a non-technical audience (Worth 5 points) Be transparent and collaborative when making decisions (Worth 5 points) Bring agile mindset and principles into practice (Worth 5 points) Work as a collaborative team with our organisation (Worth 5 points) Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range £150,000 - £300,000