Discovery - DOS Framework

Tender description

Summary of the work We propose to carry out a Discovery Phase to explore the option of a transactional, off-GOV.UK website for UK Export Finance (UKEF). Expected Contract Length 4 - 5 weeks Latest start date 27 February 2017 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 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. 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. 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 Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. A few questions have been asked in relation to the maximum budget - see below:Do you have a maximum budget in mind?Is there an approximate budget for this work?Do you have an expected or indicative budget range in mind for this outcome? Answer:The indicative budget range for Discovery is 20–40k. All costs ex-VAT. It is important we offer excellent value for money for this project. 2. From our experience of running Discoveries with comparable organisations (both fully and part-time on-site) it is perfectly achievable to meet the actual goals, without being 100% on site. In fact, there have been instances of poorer collaboration and transparency when working 100% on site. If it could be demonstrated in a proposal how your goals could be achieved without being on-site 100% would you give it due consideration?’ We would require at least 75% of the work to be completed on-site. We would give due consideration to any proposal that met this requirement. 3. You have stipulated a contract duration of 4-5 weeks - if it is mutually deemed necessary would there the opportunity to extend the project length? No. The deadline of 31 March is definite and immovable 4. Will the UK Export Finance team be recruiting participants for user research, and will expenses be covered for travel outside of London? We will work with the successful supplier to identify a network of contacts. Any travel required outside of Greater London will be paid in line with UKEF’s Travel and Expenses policy (provided upon request). All travel and expenses expenditure will need prior approval from UKEF. 5. Is the design of initial prototypes expected to be included in this Discovery Phase or do you envisage this would sit in the subsequent (potential) Alpha?What outputs do you require from this Discovery phase (A report? Content audit? User personas/journeys? Initial wires/designs/IA?) Or is this open for suppliers to suggest/define? Deliverables for Discovery include:• user journey mapping for all our priority audiences• a prioritised list of user needs• a prioritised list of user stories• recommendations for proceeding to an Alpha MVP (if Discovery finds there’s a user need for one)• design concepts and wireframes for an Alpha MVP (if Discovery finds there’s a user need for one)• a prioritised and costed list of technical and functional recommendations for Alpha (if Discovery finds there’s a user need for one)• a costed roadmap of iterative delivery drops (if Discovery finds there’s a user need) 6. Are travel and sustenance/expenses to be included in the budgets given (£20k-£40k) and are the budgets given inclusive or exclusive of VAT? Travel and expenses within the Greater London area and to and from UKEF’s office in 1 Horse Guards Road will not be paid. Any travel required outside of Greater London will be paid in line with UKEF’s Travel and Expenses policy (details provided upon request). All travel and expenses expenditure will need prior approval from UKEF. 7. Will the UK Export Finance team be recruiting participants for user research, and will expenses be covered for travel outside of London? We will work with the successful supplier to identify a network of contacts - for travel see our answer to question 6. 8. What metrics, data, or user feedback do you already have that will need to be considered during Discovery? We have analytics for our existing GOV.UK presence, outputs from a recent customer experience project and other research that we will share with the successful supplier on award of the contract. 9. 5. Can you clarify what you expect the key outputs to be from this Discovery project? Given this is a shorter timeframe than usual for a Discovery project, is that reflected in the outputs you’re expecting? Is the main focus on providing a definitive evidence-based answer to the question of whether this should be a separate site off gov.uk? Depending on this answer, do you anticipate that further discovery may be needed as a subsequent project? Please see previous answer on expected Discovery deliverables. Should the project establish the user need we would allow time for the consolidation of the Discovery findings at the start of Alpha, but we do expect the Discovery to deliver the requested outputs? 10. Can you clarify which roles you require from the supplier and which you will provide in-house? Please see section on working arrangements 11. Would you be able to provide contact details for any prospective participants in any of the four target audience groups? If so, which groups? We will work with the successful supplier to identify a network of contacts covering each of the four audience groups. 12. Can you clarify which roles you require from the supplier and which you will provide in-house? Please see section on working arrangements