Delivery of Design and Discovery Outcomes for new digital services

Tender description

Why the Work is Being Done CQC is embarking on a Digital Transformation to streamline and improve interactions with providers and to display and relay CQC learnings with partners, service users and the public. The outcome is to transform communication channels to improve registration services, monitoring and inspection. This will span CQC’s operating model; Registration, Monitoring, Inspection and Enforcement as well as supporting CQC’s position as the Independent Regulator of health and social care in England. CQC requires support to deliver new services, refine the development approach to delivering those services and to evolve the service model. Solutions must both integrate with and replace legacy systems. Problem to Be Solved This procurement is intended to provide support for the following areas of development; Discovery, User Research, User experience, Design, Solution Architecture and Benefits Management for: (i) CQC Registration Transformation Programme (ii) Services enabling information exchange with Providers, Partners and the Public, extending information exchange and information display services developed for Adult Social Care (iii) Modification and development of internal and external facing services (iv) Any aspects of report authoring and information publication; (v) Any aspect of on-sight evidence collection from providers. to enable the existing workforce to move to a full agile / devOps model Who Are the Users User fall into the following broad categories: - Citizens - Providers - Internal Users - Other Government bodies Each of these user groups wishes to interact with CQC either to provide information or to use information in respect of regulated services being provided in England. Users wish to experience a significantly improved set of frictionless, low burden user journeys. Early Market Engagement We intend to hold a supplier event during stage 1 of this process. Details of such an event will be published through the clarification question process. Work Already Done CQC has already undertaken the following elements of work: - Adult Social Care Provider Information Exchange (Private Beta phase) - Share your experience (citizens sharing information about Complaints, concerns, whistle blowing and safe guarding; currently in Alpha phase) - Intranet move from SharePoint 2007 across to Drupal 8 (currently in Discovery) - Registration (currently in Overarching Discovery) - Information Exchange for Primary Medical Services, GPs (Currently in Overarching Discovery) Existing Team Cross functional teams with business ownership and Product Management in some but not all areas. Some internal development staff (application development, BI development, scrum master), limited user research capacity. External supplier support for both legacy systems and for new developments working in blended teams for specific outcomes. Current Phase Discovery Work Location The supplier will be expected to work closely with the CQC delivery team. This will be at one of the following locations: • 151 Buckingham Palace Road, London SW1W 9SZ • St Paul's House, 23 Park Square South, Leeds. LS1 2ND • National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne. NE1 4PA. For some parts of the work the supplier will need to be physically located in one these offices e.g. for data and infrastructure access. Working Arrangments Members of the supplier team should be on-site as required to support an agile delivery. The delivery team will host agile ceremonies (stand-ups, show-&-tell review, retrospective and sprint planning) which will be mandatory for the supplier staff/team, and stakeholder workshops where possible. Travel expenses will not be reimbursed - these should be accounted for in day rates. Security Clearance CQC Information Governance Toolkit / IG training may be required. Suppliers may be required to sign specific CQC data sharing agreement T&Cs to protect data disclosure (NDAs, etc.). Suppliers will NOT be provided with patient-level or identifiable information, but prior experience in handling sensitive data would be desirable. Additional T&Cs Digital Outcomes and Specialists 2 call-off contract Skills & Experience Experience in leading strategic Digital Transformative based on user driven research, strategic alignment & benefits management Experience in leading and supporting business case development, cultural transformation and service redesign A strong ethos regarding user centred design and a proven track-record of establishing transformative services on the basis of a user-centred approach Experience of carrying out user research with a diverse mix of users including those with low digital literacy and assisted digital needs Excellent UX and user interface design skills Solution architecture and technical support for development options within an alpha phase, with a particular focus on reuse of available artefacts (internal and open source) A metrics driven approach to iterative development, putting measurement at the heart of backlog development and iterations Proven experience of knowledge sharing and skills transfer with in-house teams so as to build sustainable capability an understanding of the target architecture, its benefits and its constraints A proven track-record in developing with the core technologies detailed below, forming the core of CQC’s technology roadmap A strong understanding of micro-services and experience in their application taking an API first approach to design and delivery Excellent understanding and experience with agile delivery, continuous integration and continuous deployment and their collective application to underpinning a devOps delivery culture Strong understanding of automation skills in testing, release and configuration management Experience of design, and management, of digital and legacy systems integration Design - Discovery, User Research Product Management,UX, Solutions and Technical Architecture, Agile Business Analysis, Strategy Alignment and Business Case Development - Benefits management, Metrics driven product management , KPI development and measurement , Commercial approvals and contracting Transition and Process Design - Process design to manage agile / devOps / product and user driven services, Coaching and support Delivery Skills - across a range of core technologies Quality assurance, Agile delivery management , Scrum master, Configuration and release management Working in a multi-supplier mixed environment (rainbow team) Nice to Haves An understanding of healthcare data and the potential for data linkage between any new system and existing data systems Experience with legacy estate technologies required for integration work: (Drupal 7 / Django, Siebel CRM version 8.2.15; Oracle OBIEE; Oracle Endeca; Oracle HR (NHS Employee service record); Oracle Finance (NHS shared business services); CACI Cygnum; .NET applications) No. of Suppliers to Evaluate 5 Proposal Criteria Technical solution Approach and methodology How the approach or solution meets your organisation’s policy or goal How they’ve identified risks and dependencies and offered approaches to manage them Team structure Value for money Cultural Fit Criteria Work as a team with our organisation and other suppliers Share knowledge and experience with other team members Can work with clients with low technical expertise Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers Budget range £1,500,000