Delivery partner to work on HMPO digital service to report lost/stolen passports

Tender description

Why the Work is Being Done HM Passport Office has an organisational goal to streamline the process customers use to report lost and stolen passports and automatically cancel documents where appropriate. Problem to Be Solved The British passport is a valuable document and in the wrong hands can be used for a variety of criminal purposes. Our current reporting mechanism require a member of staff to cancel the passport so is limited to hours of work. We would like to introduce automatic cancellation where possible to reduce the time taken to cancel the passport and therefore reduce the value of a lost/stolen passport. When automatic cancellation is not possible a solution is needed to support exception handling undertaken by HM Passport Office employees. Who Are the Users As a passport holder who has had a passport lost or stolen, I need a way to report this to HM Passport Office so that my passport is cancelled. As a passport holder who has reported my passport lost or stolen, I need to kept informed as how the request is proceeding. As an HMPO employee, I need to be able to see any exceptions that cannot be automatically cancelled, so that I can resolve any issues preventing timely cancellation. Early Market Engagement Work Already Done A discovery phase has been completed generating some user needs. We have the expectation that further investigation into user needs will be completed particularly the user needs of passport holders. Discovery documents can be shared with shortlisted suppliers. Existing Team There is a small team allocated to this work formed of 1 project manager, 1 BA and business change experts. Current Phase Alpha Work Location 2 Marsham Street London SW1P 4DF Working Arrangments "We expect the supplier to work collaboratively with existing in house project teams that are transforming how applications are submitted and processed by HMPO. Work is based in London and will involve the supplier being on site 4 days per week to work collaboratively with HMPO teams; travel and expenses remains the responsibility of the supplier. Service design and development must align with the HM Passport Office strategic technical architecture and technologies. Security Clearance SC clearance is required. HMPO 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 Have demonstrable experience of successfully understanding user needs and designing services to support them. Have demonstrable experience of user centric development and how this is balanced against business and technology considerations. Have demonstrable experience of successfully integrating systems via APIs, including on-premise and other cloud-based services. Have demonstrable experience of successfully delivering digital solutions that collect and manage personal and/or sensitive information with appropriate controls and protection. Have demonstrable experience of successfully working with other suppliers/3rd parties/other partners in the delivery of public sector digital services Be able to mobilise the required multi-disciplined team to begin engaging on 01/04/17 Have demonstrable experience of successfully assessing Discovery phase outputs and iteratively developing and improving them using Agile methods and practices. Nice to Haves Have demonstrable experience of delivering digital solutions that meet Level AA of the W3C WCAG 2.0 accessibility standards Have demonstrable experience of successfully delivering bi-lingual digital solutions. The solution must be available in both Welsh and English Have demonstrable experience of successfully and collaboratively working, coaching and sharing knowledge with Public Sector client teams, particularly those with limited agile development experience. Have demonstrable experience of successfully integrating digital solutions with Government platforms, such as Government Gateway, Verify and Notify 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 the organisation's goal Estimated timeframes for the work Value for money Cultural Fit Criteria Be transparent and collaborative when making decisions Take responsibility for their work Can work with clients with low technical expertise Payment Approach Time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers Budget range £1.87m per annum.