Discovery - DOS Framework

Tender description

Why the Work is Being Done When UKEF’s web presence was absorbed into GOV.UK along with all other ministerial departments, we became part of a single site aimed at delivering government-related services and information to UK citizens. Our mission is to ensure that no viable UK export fails for lack of finance or insurance. To do this, we need to meet the needs of our users, ensuring they have access to services and information they need. We wish to explore whether there is a user need for the delivery of a new website for UKEF, comparable to our Export Credit Agency (ECA) counterparts across the world. Problem to Be Solved Discovery requires a team with the skills to objectively research and understand the user needs for our proposed new website. We’ll work closely with the supplier to ensure they are aware of services that exist already in UKEF, across government and beyond, and all future development plans. The Discovery should test our hypothesis that an off-GOV.UK website would meet the user needs of UKEF’s key target audiences. Who Are the Users We have identified four priority target audiences: exporters (SMEs, MSBs and large corporates), importers, banks and brokers and trade associations. The research carried out during Discovery should explore and evaluate the user needs of these audience groups. Our users need to be able to find relevant information on export finance and insurance, engage with us and transact through our products and services. Early Market Engagement None Work Already Done We are currently undertaking some research on customer journeys for some of our key audience groups. We will share this information, together with any other relevant research, before Discovery begins. Existing Team The supplier will be working with the UKEF Communications team, plus a wide range of stakeholders from across the business Current Phase Discovery Work Location The project requires co-location. UKEF is based at 1 Horse Guards Road, London, SW1A 2HQ. There may be some travel required as part of the user research (UK-only). Working Arrangments It is expected that a Discovery Phase team should include specialist product management, user research and design skills. Should the user needs for Alpha be established, we would expect developer(s) and content design specialists to then be involved to consider what initial prototypes could look like. Security Clearance We require all individuals to provide proof of ID and proof of their right to work in the UK. Additional T&Cs The successful supplier will be expected to adhere to UKEF’s Data Security Policy (provided upon request). UKEF reserve the right to seek clarification on proposals prior to the appointment. UKEF expect the successful supplier to be in a position to sign the service agreement as soon as possible, but no later than ten working days from notification of appointment. Suppliers should note that there is no guarantee of progression to the Alpha stage. Continuation into Alpha will be subject to GDS spend approval and will be listed separately. Skills & Experience Proven experience in using robust metrics, analytics, search data and user feedback to audit and define key content and services. Experience in delivering evidence-based research to inform a user-centred redesign, focused on external users’ needs, end-to-end user journeys, motivations and goals. Experience of designing and developing services that meet identified user needs. Experience of prototyping, testing and iterating with users. • Demonstrate experience of leading public sector teams, particularly those with no/limited experience of Agile, in Discovery and iterative development • Demonstrate experience of developing cutting edge, engaging, dynamic designs and services that reflect a change in an organisation’s online presence. • Detailed understanding of government digital standards, including GDS service design manual and wider industry-standards • Experience of developing content strategies and information architectures for new websites and services. Nice to Haves Experience of working with users and stakeholders at all levels in large and complex organisations. An understanding of the policy and approach the government and the data community are taking with data and open data and of the benefits this provides Experience of leading Discovery projects within the public sector. No. of Suppliers to Evaluate 6 Proposal Criteria • Technical solution • Approach and methodology. • How the approach or solution meets user needs. • Estimated timeframes for work, including ability to sign contract and mobilise team within 2 weeks if offered. • Cultural fit with the organisation • Value for money. Cultural Fit Criteria • Be transparent and collaborative when making decisions. • Experience of successful collaborative working and sharing knowledge within the organisation. • Take responsibility for their work. • Able to challenge the status quo and use persuasion skills to achieve business buy-in. • Bring an agile mind-set and principles into a developing organisation. Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range