Discovery – domestic consumer energy efficiency advice service.

Tender description

Why the Work is Being Done Improving the energy efficiency of homes in the UK is important in achieving carbon targets and reducing consumer bills. Accurate, impartial advice is the crucial first step for consumers considering improving the energy efficiency of their property. Advice can include making recommendations of measures consumers could take to improve energy efficiency, as well as assessment for eligibility and referral for available support. BEIS currently provides the Energy Saving Advice Service (“ESAS”) as a phone-only service and the Department is considering transitioning to a digitally led service. Discovery will help validate the need for a service, and identify user needs. Problem to Be Solved Understanding energy efficiency improvements can be complex for consumers, needing to take into account the characteristics of a property and its occupants. There can be an information gap between consumers seeking to make improvements and being able to confidently take action. Eligibility for financial support can vary depending on individual circumstances, the property and its location. Referral routes can be complex and so discourage consumers from taking action. A digitally-led service could reach a broader audience than the existing phone service; however there are a significant proportion of consumers who may require a form of assisted service. Who Are the Users All domestic property occupiers are potential users. They can be better supported by tailored advice based on their property and personal circumstances, and where appropriate be referred directly to schemes providing support. Recommendations may include changes to the property, behavioural change or usage of household appliances. The service will also assess personal circumstances, indicating eligibility for support schemes. The service will need to be flexible to be integrate a range of data sources. The discovery phase will assess the needs of vulnerable consumers regarding assisted services. Early Market Engagement We have conducted a supplier day for suppliers on a Crown Commercial Services framework which may be appropriate for the assisted digital element. Data is available from the existing service. Work Already Done A proof-of-concept pilot of an online advice service has been developed. It would sit alongside the phone advice service and use the same knowledge base for advice. BEIS also owns a variety of tools used to calculating energy savings in the home, and has carried out consumer engagement work related to some of these products. Existing Team The team will be working with employees of BEIS who will act as Service Manager and Product Owner. Current Phase Discovery Work Location Work will take place at BEIS offices (central London) and the supplier site as required. Working Arrangments The successful team will be open to co-location with the BEIS policy team at BEIS HQ for at least part of the working week. Actual arrangements will be agreed at the outset of Discovery. We anticipate an agile working environment based on scrum principles which encourages open and fluid communication across the team. We expect the supplier to suggest and manage the approach and ceremonies that enables this but at the very least we anticipate daily scrums along with weekly meetings. Users and stakeholders are nationwide so we anticipate a requirement to engage users from different regional areas. Security Clearance Baseline Personnel Security Standard (BPSS) Additional T&Cs Skills & Experience Experience in consumer needs discovery in the context of complex consumer-facing services. Understanding and analysing drivers behind usage of end-to-end online services. Understanding of how consumer-facing digital services are constructed, operated and maintained. Experience in assessing amount of work required and costs of developing consumer-facing online systems. Experience of working across multiple government departments, including data-sharing protocol. Experience identifying users who require assisted digital services, including vulnerable consumers, and their respective needs and usage patterns. Experience working with multiple data sources to analyse how they relate to each other, and how to get maximum service value from them. Understanding of both legal and data protection issues in using personal data. Communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels. Nice to Haves Demonstrable knowledge of the issues surrounding domestic energy efficiency, particularly in respect of consumer advice and consumer energy usage. Awareness of recent technological developments in energy generation, energy efficiency measures and energy usage measurements, particularly with reference to ‘smart’ technology. A familiarity with the principles of behavioural insight and behavioural change. Experience of applying these principles to consumer-facing services, particularly online. Experience of delivering digital projects in line with the GDS Digital Service Standard. Experience of leading Discovery projects in the public sector. No. of Suppliers to Evaluate 6 Proposal Criteria Approach and methodology Technical solution Proposed programme of work and estimated timeframes Team structure (with roles and responsibilities) Value for money Cultural Fit Criteria Working transparently and collaboratively across government. A collaborative and sharing approach, actively seeking input from colleagues and stakeholders. Adept at communicating technical ideas with non-technical clients, both in writing and verbally. Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers Budget range our target budget for the 6 weeks of work is for approximately £55k exclusive of vat.