Digital maturity benchmark and transformation to improve the citizens experience and how we serve

Tender description

Summary of the work Digital maturity assessment and analysis for all Council services, benchmarked with other authorities by service if possible, recommendation of any associated cultural and/or organisational changes that would improve the experience of Doncaster citizens with regard to the Council’s digital offer and quality of service delivery. Expected Contract Length six months Latest start date Monday 30 April 2018 Budget Range £50-100k Why the Work is Being Done To assess how each service is progressing digitally, how this compares/ranks against all other UK local authorities and how the organisation could further improve its digital culture, how its structured and how it could better present and deliver cross-cutting processes, for example, I need a home. Problem to Be Solved The council needs to: Know where it is on the digital scale by service to encourage service ownership and driving of channel shift. How its progress so far compares with other local authorities by service if possible. Better present itself as one organisation no matter how many departments/services or key partners are involved in delivering a service. Who Are the Users The users are the citizens of Doncaster who should always be encouraged to access Council services digitally first and foremost as appropriate no matter what service they need and have the ability to do that successfully with a high quality experience no matter how many departments or key partners need to contribute to its delivery. Work Already Done The Council has a Digital Council Programme which has been progressing for a few years transforming processes, technology and people with some very significant achievements including a 4 star SOCITM rated website and other key technological components served by redesigned service processes and delivery as well as over £3 million in efficiencies. This work is still progressing in the harder to do areas and also includes internal support service transformation. Existing Team A small Digital service exists to project manage digital transformation as well as ever continuing technology transformation delivery on behalf of the technical ICT service. The team consists of Programme & Project Managers and Business Analysts to complete business analysis and process redesign. Current Phase Live Skills & Experience • Should be able to demonstrate expertise and experience in completing successful digital maturity assessments (5%) • Should be able to demonstrate expertise and experience in completing successful digital benchmarking with other local authorities (5%) • Should be able to demonstrate expertise and experience in recommending successful digital cultural improvement in other local authorities (5%) • Should be able to demonstrate expertise and experience in recommending successful digital organisational improvement in other local authorities (5%) Work Location Doncaster Working Arrangments The work will be outcome based with enough presence at the Council to successfully achieve the outcomes. Security Clearance None, must comply with BPSS No. of Suppliers to Evaluate 3 Proposal Criteria • Stakeholder engagement and approach (10%) • Methodology (20%) • Estimated Timescales For Full Completion (10%) Cultural Fit Criteria • Work as a team with our organisation and other suppliers (1%) • Be familiar and comfortable with public sector structure and ways of working (1%) • Be transparent and collaborative when making decisions (1%) • Share knowledge and experience with other team members (1%) • Be able to work with clients with low technical expertise (1%) Payment Approach Time and materials Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers 1. Question How many digital services does the local authority have at the moment, how many are under development? Response Currently of the typical Council Services there is over 66% of our services online. We are aiming for around 80 to 88% of all our council services. Doncaster Website can be found at http://www.doncaster.gov.uk/