Consular digital discoveries copy

Tender description

Why the Work is Being Done The Digital Transformation Unit (DTU) are conducting discoveries for new consular services in line with our strategy. There are 3 discoveries we would like help completing: the integration of notifications, improving our platform delaying with contacts from our users, and a configurable online form to replace remaining paper processes. We require assistance to establish the existing processes, the business need for the services, the technical situation, to conduct user research and to formulate the business cases for the next stage of development. Problem to Be Solved 1. Assess when and how to notify users of our services. 2. Assess how to digitise the long tail of consular services that are paper based and manual for customers and staff. 3. Assess ways to improve our handling of calls and emails to our contact centres and expand the ways of contacting us. Who Are the Users As a British citizen overseas, I need to get consistent, correct information about the progress of my application, to access services quickly at my convenience and a simple way of contacting the FCO so that I can have my query dealt with effectively. As a consular officer, I need an effective way of communicating with customers so that I can spend my time doing valuable assistance work. As a member of DTU I need to understand the costs and benefits and technical implementation of potential services so that I can prioritise effectively and take them to the next stage Early Market Engagement We have spoken to some suppliers about our user contact platform, and to GDS about notifications. We have spoken to several suppliers and also to GDS about our generic form handler. Work Already Done We have a live product which could be used as the base of the generic form handler. We have a separate live product dealing with email input which we would like to extend and improve. Existing Team You will be working with the Digital Transformation Unit, comprising a Digital Transformation Manager, a Delivery Manager, and a Product manager. The team would be expected to work closely with colleagues across the office, particularly within the consular directorate, to gain an understanding of the existing services offered. Current Phase Discovery Work Location London with some travel to Milton Keynes Working Arrangments The team would be expected to co-locate with the Digital Transformation Unit in our offices in King Charles Street London. They will also be required to travel to our offices in Milton Keynes as required. Security Clearance All staff working on FCO premises must be at least SC Cleared or capable of being cleared to SC. Bidders must confirm clearance of nominated resources. SC would be a great help but if required, FCO will initiate SC clearance. Additional T&Cs Skills & Experience Working on discoveries for new government services (10%) Understanding of digital technologies including APIs and data (10%) Excellent data analysis skills (8%) Formulating clear, costed business cases (8%) Capturing business requirements for medium-sized projects (8%) Conducting user research in an agile team (6%) Nice to Haves Experience of working with gov.uk platforms, specifically pay and notify No. of Suppliers to Evaluate 5 Proposal Criteria Approach and methodology Estimated timeframes for the work Flexibility Team Structure Value for Money Cultural Fit Criteria Confident in consulting multiple stakeholders, suppliers in the UK and overseas, developing and managing relationships and leading discussions with stakeholders to seek input and feedback Payment Approach Fixed price Assessment Method Written proposal Work history Reference Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range approx. £70,000