HR Service Desk Discovery

Tender description

Summary of the work A discovery phase to understand the ways in which the HR Service Desk can be redesigned to make better use of technology and support people to manage their own HR issues. Findings will be validated through data, user research and inform a business case to justify onward investment. Expected Contract Length 3 months Latest start date Thursday 1 November 2018 Budget Range £35,000 to £40,000 Why the Work is Being Done It can be difficult for our users (staff and schools) to find the HR information and advice they need. A lot of people try self service, but end up calling the service desk with relatively simple requests. We know that we are not making the best use of modern technology. We want to move from manually handling routine HR requests to a self service model supported, where appropriate, by automated HR processes. Problem to Be Solved We are not providing our users with the ideal experience for managing HR issues. This is also an expensive way for the council to deal with relatively simple enquiries. We need to significantly reduce the cost of operating an HR service and can only do this if we can find ways to support more self service and the automation of routine processes. Through this discovery project we want to develop an understanding of how to better meet user needs and reduce costs. This will include setting out a clear vision for a future service and a roadmap for change. Who Are the Users The users of the service are: employees of Buckinghamshire County Council, employees of schools, academies and other third party organisations who buy HR Services from the Council. These users need to quickly and confidently resolve any HR issues. This might be achieved through access to information and advice, tailored guidance on appropriate next steps or intensive support from an HR professional. Existing Team Colleagues from the Council's HR, digital, technology and corporate services. Current Phase Discovery Skills & Experience • Take a user centred and agile approach to project delivery • Provide a multi disciplinary team including user research, service design, business analysis and product development. • Develop a compelling business case for service and technology change based on discovery findings • Have experience of delivering digital transformation in local government • Have experience of working to the GDS / Local Government Digital service manual and standards Nice to Haves • Knowledge of the user needs of HR service users • Understanding of HR service desk technology Work Location County Hall, Walton Street, Aylesbury, HP20 1UA Working Arrangments We will require a team onsite for 2-3 days a week, most weeks. This is so that you can work closely with BCC staff and have easy access to the service users. No. of Suppliers to Evaluate 3 Proposal Criteria • Clarity of the approach • How the approach or solution meets our objective • Estimated timeframes for the work • Team structure, including skills, experience and relevance of individuals • Experience of delivering discovery projects that support a business case for change Cultural Fit Criteria • Work as a team with our organisation, partners and other suppliers • Be transparent and collaborative • Take responsibility for the quality of delivery • Share knowledge and experience with the team • Challenge the status quo • Be comfortable standing up for the design and agile delivery disciplines Payment Approach Capped time and materials Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers 1. Will expenses be payable outside of the budgeted £35-£40K? No, expenses will need to be met within the budget.