State Pensioner Overseas Healthcare Alpha Phase

Tender description

Why the Work is Being Done The Department of Health is responsible for the administration and operation of a series of processes relating to the statutory provision of healthcare under particular circumstances for UK citizens residing or visiting other EEA Member States, and for EEA citizens in the UK, and consequent financial claims and reimbursement processes. Current processes span several government departments and agencies and are supported by several IT systems, support of the main system ending in March 2018. Problem to Be Solved Currently processes are handled by different agencies; are mainly paper based, supported by outdated and disparate IT systems and spreadsheets. Collectively this can result in significant financial losses due to potential fraud and error. In addition, the early discovery has demonstrated that citizen user experience is sub-optimal, not meeting government digital standards. Who Are the Users • UK state pensioners want to retire overseas and receive free healthcare • EEA state pensioners want to retire to the UK and receive free healthcare • Claims manager needs to know if the UK is responsible for a citizen, so that they can correctly charge / pay a member state • Claims manager needs to know when someone’s situation changes,so that they can properly pay / charge a member state. • Service Manager needs to track performance of the service to inform management decision making • Financial Manager needs an as-is and future predictive picture of claims and spend Early Market Engagement Work Already Done Discovery phase completed for the entire Overseas Healthcare Service. This has produced a series of user stories and a prioritised list of user journeys for the MVP for State Pensioners. There is an open source service developed by the EU which we think could form the basis of the service but will need extending. Existing Team The existing team consists of a Service Manager, Product Manager, Digital Transformation Lead and internal staff with expertise in subject areas and knowledge of user communities. Current Phase Alpha Work Location Durham House, Washington, Tyne and Wear NE38 7SF. Working Arrangments Co-located with the service operations team in Washington Tyne and Wear. Suppliers must comply with DH travel and subsistence policy. There is a possibility of travel for user research purposes, which could be anywhere in the United Kingdom. (DH will meet any additional travel costs incurred away from the Washington office for the purposes of user research or attendance at other DH/DWP sites). Travel to London should be expected. Security Clearance Baseline Personnel Security Standard (BPSS) clearance required. Additional T&Cs Skills & Experience Have experience delivering digital services that meet the GDS Digital Service Standard criteria Have experience assessing legacy systems Have experience migrating data from legacy systems to new digital services Have experience developing prototypes (wire frames/coded prototypes/etc.) iteratively via user testing Have experience developing digital services using agile methodologies Have experience developing prototypes from Discovery findings Have experience using metrics, analytics, data and user feedback to prioritise key content and features Demonstrate experience of effective estimation and sizing techniques to prioritise product and programme delivery Nice to Haves Demonstrate experience of successful delivery of digital services from Discovery to Live, involving retirement of legacy services Have experience upskilling client staff No. of Suppliers to Evaluate 6 Proposal Criteria Approach and methodology Technical solution How the approach or solution meets user needs Estimated timeframes to complete the work Team structure (with roles and responsibilities) Value for money How risks and dependencies are identified and approaches to manage them Approach to maintaining control, transparency and quality Cultural Fit Criteria Work as a team with our organisation and other suppliers Transparent and collaborative when making decisions Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range