Consular digital discoveries copy

Tender description

Summary of the work Assisting the Digital Transformation Unit conduct up to three discoveries into new consular digital services and produce business cases based on the outcome of these discoveries Expected Contract Length 4 months or until the end of the FY as appropriate Latest start date Saturday 1 December 2018 Budget Range Approx. £70,000 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 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 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. 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 Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. You mention that "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." – can you confirm that not having SC clearance will not affect a Supplier's evaluation (i.e. those who have it already will not score higher)? I can confirm that not having SC clearance will not affect a suppliers score and having SC clearance will not result in a higher score. 2. Could you please tell us if there is an incumbent Supplier? There is not an incumbent supplier. 3. please can you confirm if the contract will be awarded under DOS 2 or DOS 3 terms? The Contract will be on DOS 3 terms 4. Please confirm details of the dial in session? Date: Monday 8th October Time: 15:00Phone: 01908 515999Access Code: 0115777 5. Can the Authority clarify the IR35 status? We can confirm the role is outside of IR35 legislation.