Agent Portal / HGNT

Tender description

Why the Work is Being Done Post Office is seeking a supplier to provide the design capability for web and app journeys for new propositions as part of our retail digital transformation programmes. This will include designing the user experience (UX) for a portal used by our branch network and point of sale application, rolling out to c.11.5k branches across the UK. Work to start as soon as possible Problem to Be Solved The transformation programmes involves 2 projects for our retail network. For Portal: • We rely on manual, paper and telephone interactions with our agents to peform back-office functions (ordering cash/stock, comms, raising IT incidents) • Our Agent lifecycle is currently costly, time-intensive and a poor customer experience HNGT: • Customers are unable to purchase from a retailer and Post Office in one transaction • Provides the first opportunity for Post Office to make its products and services available through third party access points The goal is to see high adoption by end users and a frictionless transition to new processes Who Are the Users Please note the below user stories are only for context/illustrative purposes, a maintained product backlog exists for both projects • As a Postmaster I want a seemless digital experience to access back office functions digitally so that it is easier to run my Post Office • As a Postmaster I want to manage my IT incidents online so that I can save time by self-serving and use that to serve more customers • As a call centre operator I want digital self service alternative for Postmaster queries so that call volume and operating cost is reduced Early Market Engagement For Agent portal 3 sprints have been completed to develop a proof of concept on accessing branch performance reports on the online portal with our deliery partner, testing the output with end users. We have also gained input from a UX agency who designed a 3 week tappable prototype. Work Already Done For Agent Portal a Hackathon with agent involvement fed a number of requirements into the backlog, helping priortise the focus for the 3 sprint proof of concept. We have a clear product roadmap for releasing a pilot MVP in Q3, including access to performance, IT service management and communications. HNGT has worked with a number of users and is looking to do a small live pilot to a partner retailer in September. Agent Portal likely to require more resource than HNGT, however, you must be able to demonstrate flexibility in scaling your team to enable us to deliver these products. Existing Team Our delivery partner are working with our internal solution architects to design the architecture in line with Post Office strategic ambitions of building an open source API cloud based platform. If selected, you would be working closely with our partner's development team, currently based in Seville for Agent Portal and London for HNGT, along with a range of Post Office stakeholders who are mainly London based. Current Phase Beta Work Location Finsbury Dials, London. Travel to Chesterfield may sometimes be required. Working Arrangments The team will work with the selected supplier to outline a clear set of weekly deliverables along with longer term goals and give continuous feedback. Progress on activities will be monitored daily through a stand-up and end of day review, weekly through reporting and workshops when required to ensure UX design is incorporated into the user stories/technical requirements. The supplier will be expected to participate in the standard agile practices of sprint planning, retrospectives, demos etc. You will be expected to document feedback from stakeholders, document RAID items as they are raised and user stories relating to the UX requirements Security Clearance Additional T&Cs Skills & Experience Experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design. Have demonstratable experience of working within an agile environment and cross-functional teams Ability to collaborate closely with UI Designers on Design Pattern Library and Style Guide definition. Expertise in standard UX software such as Sketch, Axure and Marvel and a working knowledge of HTML5, CSS3, and JavaScript Ability to iterate designs and solutions efficiently and intelligently Rapid development of prototypes, informed by research and testing Creating customer-centric design Experienced users of Jira Nice to Haves Previous experience working with an near/off-shore development team Experience working on designing an internal/b2b website/portal Previous experience working with a retailer client Present engaging output to stakeholders at all levels and gain buy-in Commitment to decisive delivery Quickly learn and understand the project vision and detail along with end user needs Evidence on working on a technically complex product development and how you help inform prioritisation of UX in a fast-paced sprint enivornment No. of Suppliers to Evaluate 3 Proposal Criteria Proposed technical solution Proposed methodology and approach to the project How the approachmeets the goals of the project How the approach meets user needs Ability to work to our timeframes Proposed team structure Value for money How the supplier has identified risks and dependencies and offered approaches to manage them Cultural Fit Criteria Ability to be frank and honest, while also being diplomatic Be able to work collaboratively with a range of internal and external stakeholders at all levels Promote an environment of openess and knowledge sharing between the project team Ability to be engage in complex technical issues and translate these to non-technical stakeholders Payment Approach Time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers Budget range