Discovery for beta phase of NHS Improvement corporate website.

Tender description

Why the Work is Being Done NHS Improvement's corporate website went live at alpha stage with exceptional agreement by DH Digital and GDS not to undertake full discovery, and subject to the organisation submitting a proposal for discovery. We are committed to the website being developed in line with user needs and GDS standards, and are therefore keen to undertake full discovery to identify the primary users of the website and their needs to inform the next stage of development of the site's navigation, content and functionality. Problem to Be Solved The live Alpha of NHS Improvement's corporate website was developed before the organisation's operating model or business plan had been developed, so was a minimum viable product to meet the initial business requirements and some assumed basic user needs. As the organisation has matured, its business model and workflows have become more tangible, it is important that we now understand more about who the users of these services are and how the website does and should support staff at NHS trusts and foundation trusts in accessing our improvement and compliance services and support. Who Are the Users As Head of Digital Communications (HoC), I need to know who the users of our website are so we focus development efforts and digital strategy around better serving them. As HoC, I need insight into users' experience of our website, so I can understand which areas are performing well and areas to prioritise for improvement in the next phase of development. As NHSI staff, I need the website to support me to meet user-focused requirements, so that I can ensure uptake of the support I offer trusts. NB: Identifying website-users and scoping their needs is part of the Discovery-phase. Early Market Engagement None. Work Already Done The existing website is at live Alpha, with an additional component (Improvement Hub) that is live. We are open to this Discovery either informing further enhancements to a Beta version of the site and/or resulting in recommendations that form a digital pipeline of new features or products. Existing Team The website content is managed by the Digital Communications team of four people. There is currently no Product Manager or other key digital roles assigned to the website, with support and maintenance delivered by a third party supplier under a wider contract managed by Tech & Data (IT). The supplier will primarily work with the Head of Digital Communications and Deputy Director of Corporate Communications, but there will be a wider product team including representatives from across key areas of the business including Tech & Data to ensure outputs of discovery will meet business requirements. Current Phase Discovery Work Location NHS Improvement, Wellington House, 133-155 Waterloo Road, London SE1 8UG. Members of the Supplier team shall be on-site as required and agreed with the Head of Digital Communications. Remote working will be assumed except for agreed activity such as kick-off and planning meetings, Show and Tells and interviews/workshops. Some travel to other NHSI offices and to NHS trust sites may be required. Working Arrangments The supplier team will be responsible for project managing and delivering the project, reporting into the Head of Digital Communications who will act as product owner. The supplier team will host four agile ceremonies (daily stand-ups, Show-&-Tell review, Retrospective and Sprint planning) which will be mandatory for the Supplier staff/team. The supplier team will need to be able to provide or procure the skills mix and resources required to deliver the discovery report/outputs. Travel expenses will not be reimbursed for travel to London office or other London locations - these should be accounted for in day rates Security Clearance Security clearance is not required. Additional T&Cs Additional terms around IPR shall be incorporated into the call-off contract. Skills & Experience Experience of scoping, defining and delivering discovery phase for corporate websites of public sector organisations (20 points) Able to draw upon appropriate skills mix to inform discovery including UX, agile PM, audience-mapping (personas, needs/user stories, user journeys), user research, user insight, analytics, visual design etc. (20 points) Able to develop a discovery report/output/recommends that can easily be developed into a backlog for Alpha (either as enhancements to existing website or as new development requirements) (15 points) Able to draw upon wide variety of methods in order to develop a robust understanding of users and their needs (15 points) Experience of passing discovery phase of GDS assessments and able to advise and make recommendations on scope and approach based on this experience (10 points) Experience of presenting digital findings and insights to a non-technical audience, including senior managers (10 points) Experience of agile product development (5 points) Understanding of the NHS, its structure and current opportunities and challenges (5 points) Nice to Haves Demonstrable detailed knowledge of the NHS, and specifically providers (NHS trusts and NHS foundation trusts) Experience/knowledge using Wagtail CMS Experience of passing all phases of GDS assessments for a corporate website No. of Suppliers to Evaluate 4 Proposal Criteria Approach, methodology and evidence of relevant past work as detailed in suppliers' proposal (including examples of previous work) and references (20 points) Relevance, appropriateness and quality of solution approach outlined in the presentation/demo (20 points) A minimum of two examples of previous relevent discovery reports (20 points) Team structure, experience and mobilisation time (including roles and example CVs of typical resources) (15 points) Answers to questions during the interview/presentation stage (10 points) Demonstration of depth of understanding of our requirement (10 points) Evidence of successful working in blended teams with clients and other suppliers (10 points) Value for money, assessed on the basis of a like-for-like comparison of a costed resource profile which shortlisted suppliers will return as part of their proposal (15 points) Cultural Fit Criteria Work as a "one team" with our organisation and other suppliers (20 points) Share knowledge and experience with other team members (20 points) Agile and flexible to changing/uncertain requirements (20 points) Transparent and collaborative when making decisions (20 points) Able to establish credibility and rapport with product team and internal and external users (10 points) Challenge the status quo (10 points) Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range the maximum procurement envelope is up to £85,000 ex vat (subject to budget approval).