GDS discovery phase research

Tender description

Why the Work is Being Done We communicate extensively with the public using a range of digital channels and we need to ensure that the Dart Charge web service is continuing to meet the needs of our users. We need to analyse the effectiveness and customer satisfaction of this digital service, establish user needs, opportunities which will support our digital roadmap. Problem to Be Solved Review and detail user website testing to understand the journey of users through the website payment service. Conduct user research and testing – to manage and ensure there is enough to understand and develop a suite of user needs. Cover these main user needs and ensure user stories are consistent with them. Assess current user stories and personas to determine suitability, update where required and create further ones where gaps are determined given the results of the research. The personas would be created based on the interaction with the defined user groups. Who Are the Users The users should represent a broad cross section of account, non-account (casual), LRDS (local residents), commercial users and those that need digital assistance, such that the results are statistically significant. We can provide contacts for some commercial users but the remainder would have to be sourced as part of the task. Early Market Engagement Work Already Done We have conducted an extensive survey asking account holders their usage, views and improvement requests. This covers personal, business and local residents on the discount scheme survey. Existing Team They will work primarily with the existing digital team in Highways England. This would involve the Digital Services team in Leeds as well as the project team in Guildford and operational team in Birmingham. Current Phase Live Work Location As we want the provider to assess our online digital services the majority of this work can take place off site. However, it may require some time to be spent at our office in Leeds, Birmingham and Guildford for project briefing, reporting and feedback. There is a substantial element of the task involving direct contact with user groups. Working Arrangments We want the provider to communicate with our users and potential users so they can do this in whatever way they feel most appropriate and we would not require them to be on site for any specific amount of time. We would expect them to visit our teams in Leeds, Birmingham and Guildford as required for meetings and workshops as well as be available for regular tele-conferences. They may need to visit our offices more in the initial phase of work as we plan and agree the scope of the project. Expenses should be covered within budget for the project. Security Clearance Must comply with Highway England's Security requirements. Additional T&Cs Skills & Experience Have 3+ years’ experience conducting user experience research Have 3+ years’ experience establishing and validating user needs for digital services Have In-depth understanding of user-centred research, design principles, methods and tools Experience of identifying users of digital services in the public domain and securing their participation in user research. Experience of effective engagement with current and potential users, including assisted digital users. Have excellent analytical, problem solving, written and verbal communication skills Proven experience of organising, managing, executing and analysing usability test sessions Knowledge and experience of delivering digital services to the GDS service standard and design principles Nice to Haves Experience working with local or national government Experience of taking a service through the GDS service assessment process Experience of working in/with public sector teams, particularly those with no/limited experience of Agile, in Discovery and iterative development Have demonstrable experience of working in a culture of continuous delivery and improvement Experience of Online transactional services Experience of leading Discovery and Alpha phases within the public sector Experience of delivering the expected outcomes for the Discovery and Alpha phases No. of Suppliers to Evaluate 5 Proposal Criteria Approach and methodology Estimated timeframes for the work How the approach or solution meets our goals Value for money Cultural Fit Criteria Work with us as part of a team Work well in a collaborative agile team and be confident at communicating and demonstrating developments and ideas Demonstrate courage and challenge the status quo (e.g. can express controversial views, confront reality, make tough decisions,) Demonstrate responsibility (e.g. act like a leader, provide solutions to problems, seek the best for the organisation beyond your team) Be respectful of different opinions and constructive in feedback Can work with users with low technical expertise Share knowledge and experience Have proven experience of stakeholder management and strong negotiation skills Payment Approach Capped time and materials Assessment Method Written proposal Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range up to £75,000 – this should include all expenses.