Digital Customer Journey - Access UK

Tender description

Why the Work is Being Done The Immigration IT Portfolio is delivering around 70 projects which impact over 20,000 Home Office staff and millions of customers worldwide. We are looking for an AGILE partner to deliver a range of internal and public facing digital immigration services from discovery to live. In the medium-term, we plan to build an in-house capability in Yorkshire, and are looking for a partner to transition the service and knowledge to this function, providing knowledge, skills and experience to help build internal capability. Specific roles and skills required are detailed in the GDS Service Manual (https://www.gov.uk/service-manual/service-standard#criterion-3) Problem to Be Solved The Home Office is currently delivering digital immigration services to customers with a mixed delivery team. The medium-term plan is to build an in-house AGILE 'Digital Hub' development capability, located in Sheffield. Until this internal capability is established, the Home Office has a need to access AGILE development teams to continue building, testing and iterating customer-facing services, and then transition these skills and knowledge to the internal capability. Who Are the Users Visitors from overseas who want to visit, study, work or live in the UK. Staff who need to make decisions, share information or process applications. Early Market Engagement Not applicable Work Already Done Some digital immigration services are live via the GOV.UK website, however there is still a lot of development work and enhancements to deliver. The new partner will work with the incumbent partner to transition knowledge and experience of the work that has been completed to date; once the internal capability has been stood-up, the delivery partner will need to transition the skills and experience to Civil Servants. Existing Team The existing team is comprised of multi-disciplinary agile delivery teams - between 2 - 6 according to delivery requirements, made up of product/service managers, business analysts, developers and design professionals. Current Phase Not applicable Work Location Primary location will be Metro Point, Sydenham Road, Croydon and Marsham Street, London. Once the permanent Home Office capability is stood-up, transition/knowledge transfer will be required, and this is currently planned to be located in Sheffield. This opportunity may require travel to other Home Office locations on request. Travel expenses are not payable within the M25. Working Arrangments The Supplier will provide AGILE delivery resources (e.g. SCRUM teams and other roles) to project delivery teams across the Home Office (primarilly in the Immigration portfolio). Each Statement of Work will cover that particular project and have associated outcomes and deliverables, and will be for a fixed price for fixed scope. The teams will be expected to work alongside the project teams where appropriate to deliver against the agreed deliverables. In order to maximise value and delivery output, the Home Office is keen to leverage near and off-shore delivery capability, where appropriate and subject to the department's IT security standards Security Clearance Service Provider personnel need to be compliant with BPSS as a minimum, and CTC clearance if working in Home Office buildings. Depending on the nature of the role, if escalated and/or privileged access is necessary then there may be a requirement for SC clearance. Additional T&Cs Skills & Experience Experience in building services to meet the Digital by Default Service Standard Deploying Agile development teams of to work alongside agile delivery teams in government, and understanding how those roles work together Experience in conducting user research, designing and developing working Digital services Experience in designing services that meet both user needs and business objectives Experience in delivering digital solutions that meet Level AA of the W3C WCAG 2.0 accessibility standards Experience in successfully and collaboratively working, coaching and sharing knowledge with Public Sector client teams, particularly those with limited agile development experience Nice to Haves Demonstrable experience of working in multi-team agile delivery programmes Experience in working in government in within a similar context Experience in building customer or staff facing digital services in the immigration field The ability to flex resources by SFIA experience and base location to deliver cost/quality/throughput benefits to clients No. of Suppliers to Evaluate 6 Proposal Criteria Demonstrate understanding/ability to deliver digital products/services to government Digital Service standards Demonstrate approach to knowledge and skills transfer Ability to scale up to full team and flex resource when needed, and from a range of locations (e.g. On-shore, near-shore, off-shore) Illustrate core team skills/strengths, including CVs of key personnel Value for money Demonstrate understanding of the challenges of implementing user centred design in a government agile environment Domain knowledge of Home Office business requirements and issues Cultural Fit Criteria Approach to service readiness Approach to stakeholder management Approach to developing a "One Team" approach Approach to the development of client capability Commitment to Social Value (e.g. Workforce diversity, anti-bribery and corruption, Modern Slavery Act, Environmental policies; Job creation, local community and marginalised community employment and apprenticeship opportunities Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers Budget range up to £23.7m maximum over 24 x months.