Organisational/digital strategy and redesign of two pilot services

Tender description

Why the Work is Being Done The Council needs to make savings and improve customer satisfaction. It wishes to take a design approach to transformation in order to make significant and accelerated progress to meet these key aims. It also wishes to pilot a service design methodology to make rapid improvements in two services (to be identified). This work will directly contribute to the Council's Strategic Plan. Problem to Be Solved Need for a strategic/design approach to transforming services and the wider organisation. Need to make significant financial savings to assist with £54m budget gap. Need for co-production with service users to ensure the best customer experience Who Are the Users As the chief executive, I need to make significant financial savings whilst also improving customer satisfaction - so that residents get best value for money from their council tax and have high satisfaction with services. As a service user, I need my needs to be met as quickly and easily as possible - so I can have the best quality of life Early Market Engagement Meetings have been held with three potential suppliers to discuss their approach and credentials in relation to: organisational design and transformation; digital development and improvements; and how service design has improved specific services. This included case studies of work which suppliers have undertaken for other organisations. This early market engagement has helped shape our thinking and shifted our focus from redesigning existing services to make them more efficient, to considering the art of the possible to redesign services end to end, back to front and in all channels. By truly putting the customer at the heart of defining the problem, this is expected to lead to the potential for more fundamental organisational transformation. Work Already Done Within the last year, the Council has recently completed its Digital First project which made improvements to key digital platforms (e.g. its website), channels (e.g. it’s social media profiles) and some customer journeys (e.g. report a pothole). Existing Team The supplier will be working with the Corporate Leadership Team, a range of in-house support services (e.g. Communications and Marketing Team) and two pilot services (to be confirmed). Working with additional suppliers at different stages of the process has not be ruled out depending on business needs Current Phase Discovery Work Location County Hall, Loughborough Road, West Bridgford, Nottingham NG2 7QP Working Arrangments A large part of the work will require face to face delivery. If project requirements are met there is flexibility on how many days a week should be worked on site. The supplier will need to work in partnership and be co-located as required with a multi-disciplinary team and be willing to do a skills transfer to the organisation. The supplier will need to follow the GDS Service Manual (e.g. agile delivery aligned to scrum methodology). All reasonable travel and expenses costs should be accounted for in the contract price. Any additional expenses will require prior approval before being reimbursed. Security Clearance Additional T&Cs Skills & Experience Proven track record of service design (6%) Extent of success in use of various service design methodologies at each stage of the service design process - Discover, Define, Develop, Deliver (5%) Evidence of user research, customer testing and co-production (4%) Ability to find and deliver digital services and solutions that meet the GDS Digital Service Standard criteria (3%) Coaching and development of senior leadership team and other in-house staff (6%) Ability to produce a strategic/digital roadmap for a large, complex organisation (4%) Evidence of financial savings achieved through service design (4%) Evidence of end to end, integrated (front to back) and multi-channel/touchpoint delivery (3%) Nice to Haves Evidence of delivering at scale (2%) Experience of designing services for users with low digital literacy (2%) Ability to prototype service improvements (3%) Experience of holding innovation labs (2%) Ability to engage with people at all levels of the organisation and different types of service users (2%) Any added value the supplier will bring to the project (4%) No. of Suppliers to Evaluate 3 Proposal Criteria Overall technical solution and approach - including high level delivery plan, approach, methods, timescales, risks, dependencies and quality (3%) Proposed team structure - including CVs of key members (2%) Reference contract and case study examples (2%) Value for money - how the proposal will optimise costs and generate savings (3%) Cultural Fit Criteria Approach to transfer of skills, knowledge and experience (5%) Approach for working with co-located, multi-disciplinary team. Willingness to work with other suppliers if needed (1%) Ability to engage and work with users at all levels internally and externally (1%) Transparent and collaborative working when making decisions (1%) Ability to solve complex problems (3%) Willingness to challenge the status quo (2%) Ability to develop digital services using agile methodologies (2%) Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers Budget range approximately £100k