Prj_2167 Strategic service design and digital experience strategy for urgent and emergency care

Tender description

Why the Work is Being Done We need to understand where digital has potential to make most impact in urgent and emergency care services and to shape the future digital experience of urgent care for both patients and NHS staff. We have no shortage of vision, ambition and good ideas. But we need to make some hard choices about what to focus on and where to prioritise our efforts. We want to get a big picture view of the end-to-end patient and staff experience, the high level relationships and flows between services, the most significant pain points, and potential of digital to make most impact. Problem to Be Solved Urgent and emergency care is a complex domain delivered by multiple services in a federated system. We need to build a shared understanding of: · what’s really going on with patients · what’s really going on with staff · where the real pain and costs/system inefficiencies are · where digital has potential to make most impact on patient experience and outcomes · the most valuable opportunities for ‘channel shift’: from physical to digital channels, and from high to low acuity care settings · the factors that enable or prevent best practice becoming embedded within the system Who Are the Users The main users are: 1. People seeking help with an urgent health problem, for themselves or someone they care for 2. Frontline clinical and non-clinical staff working in NHS urgent care settings in England 3. Providers and commissioners of urgent care services, IT systems and digital tools The purpose of this discovery is to clarify who these users are and what their needs are from urgent and emergency care services. Early Market Engagement Work Already Done There are four multi-disciplinary programme teams in Digital Urgent and Emergency Care Directorate within NHS Digital, working on both patient and staff-facing digital services. That means we have a lot of existing user research on parts of the UEC journey and particular user groups which could be mined. Our in-house service design team started in September 2018. We are in the process doing some preliminary discovery work including collating existing user research, stakeholder interviews and workshops. We have done extensive stakeholder engagement around the vision for digital urgent and emergency care. This work has been stakeholder and not user focused. Existing Team Lead (contractor) and Senior (permanent staff) Service Designer working 2-3 days a week on urgent and emergency care. Based in Leeds. Technical architects, business analysts, data analysts, and stakeholder engagement working across programmes are available to help with the service design work. Split between Leeds and London. Senior programme/directorate personnel are based in London. Programme teams are based in Leeds, London, Exeter and Southampton. User researchers and designers are embedded in several of those teams. Current Phase Discovery Work Location Bridgewater Place, Leeds Skipton House, London User research, site visits and stakeholder workshops will need to take place at locations throughout England Working Arrangments We encourage flexible working, but we would expect supplier staff to spend significant time on-site in Leeds working collaboratively with the in-house service design team. The in-house team currently work 2.5-3 days a week Tue-Thu. We'd expect there to be regular workshops and meetings in London (Skipton House) Site visits and user research will need take place throughout England in a range of locations and care settings We are open to working remotely provided you can demonstrate a proven track record of doing highly collaborative design work with a remote team, and can provide suitable tools to enable that Security Clearance Baseline Personal Security Standard will be required for any members of the supplier team who may have access to patient identifiable data or other sensitive personal information. We would expect this would include any user researchers, data analysts, service designers and project managers. Additional T&Cs Only approved expenses supported by valid receipts in line with NHS Digital Travel policy will be paid. Expenses are capped to a maximum of 10% of the contract value Skills & Experience Successfully leading strategic, user-centred discovery work to understand the end-to-end lived experience of users Successfully using a user-centred discovery process to drive strategic change Successfully planning and conducting user research across a complex ecosystem involving multiple channels, touchpoints and types of user, demonstrating an understanding of how and when to use different methods Proven track record and robust methodology for conducting contextual / ethnographic-style field research Proven track record and robust methodology for conducting user research with vulnerable people and handling sensitive personal information Successfully synthesising large volumes of user research and succinctly communicating user needs, motivations, behaviours and pain points to senior stakeholders Demonstrable experience prototyping new or disruptive digital experiences Demonstrable experience and proven approach to successfully making user research and service design a 'team sport' Successfully establishing trusted advisory relationships with senior leaders in large organisations That the specific team members assigned to the work will have the essential and nice-to-have skills and experience referred to in your submission Nice to Haves Demonstrable experience of successfully leading service design work in a complex service ecosystem involving multiple channels, touchpoints and service providers Demonstrable experience of using data analysis to complement and augment insights from qualitative user research Understanding and previous experience working with NHS services and the challenges faced within the NHS and urgent care system Demonstrable understanding of when and how to use different types and fidelity of artefacts and prototypes to validate concepts and communicate and get buy-in from a range of stakeholders Demonstrable experience of successfully using insights from user research to make recommendations that change the approach of senior/board-level decision makers Demonstrable experience of successfully designing, prototyping and testing new or disruptive 'omnichannel' experiences that span digital and physical touchpoints Demonstrable experience using lean, lightweight methods to provide actionable user insights to fast-paced, agile delivery teams No. of Suppliers to Evaluate 6 Proposal Criteria How the approach and methodology will deliver robust insights into the lived experience of patients and staff across the urgent care system in England How the approach, methodology and deliverables will build shared understanding of the urgent care landscape/ecosystem and needs of different actors within it, among all key stakeholders How the approach, methodolgy and deliverables will enable us to identify the most valuable opportunities for digital to make a difference to patients and staff How the approach, methodolgy and deliverables will enable us to make high-level commissioning and prioritisation decisions How the approach, methodolgy and deliverables will bring to life key elements of the future vision for digital urgent and emergency care, and get buy-in for that vision from stakeholders Estimated timeframes for the work Team structure, skills and experience Value for money Cultural Fit Criteria Demonstrate how you have established trusted advisory relationships with senior leaders in large, complex organisations Outline your style and approach to working with a multidisciplinary in-house team, with examples of how you have established productive, collaborative relationships on previous projects Outline your style & approach to introducing new ways of working and challenging the status quo, and provide at least 2 examples of where you have done this successfully Outline your style and approach to working transparently & collaboratively when making decisions and recommendations, with at least 2 examples of how you have used the techniques successfully Outline your style and approach to ensuring user research and service design is treated as a 'team sport', with examples from at least 2 previous projects Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range we expect the work to cost around £150,000 to £250,000. we realise that it may be difficult to completely scope and cost all the work up front. we have some flexibility in our budget, but suppliers should make sure there is some headroom in their initial costs to accommodate scope changes.