Taxi licensing applications discovery - fixing complexity, inefficiency and risk

Tender description

Why the Work is Being Done Following a successful bid to the Local Digital Fund, we are carrying out a discovery project to understand and explore the opportunities for scalable and open digital solutions within taxi licencing services and the potential benefits this may have at a local and national scale. We are seeking support from a supplier to deliver a discovery project by 22nd March 2019 to produce the following outputs: - User Research Report, to help us understand the problem. - Benefits case - Summary and recommendations - Agile and user research skills transfer Project closure will be 31st March 2019. Problem to Be Solved Licensing services in local government tend not to have embraced digital approaches, with reliance on paper application processes. Ensuring public safety is paramount and licensing authorities need confidence that digital solutions can enhance measures and processes already in place. Licensees are sometimes reluctant to engage with licensing authorities other than by traditional means (telephone, letter and face to face) so digital solutions need to be understandable, accessible and effective. The discovery project will explore digital solutions to improve public safety, whether through making a decision quicker or making it easier to share information with other authorities. Who Are the Users As a Licensing Manager, I need confidence in the process so that the service provided ensures public safety and legal requirements. As a Licensing Officer, I need to administer licensing applications quickly and easily so residents are safe and time and resource is not wasted. As a resident I need confidence in the taxi licence processes so that I can travel safely. As a licensee I need to be able to apply for a taxi license quickly, fairly and easily, so I do not waste time and money. Early Market Engagement Work Already Done Existing Team They will work with teams from Gateshead, Northumberland and Sunderland Councils made up of digital services officers and licensing officers. Current Phase Discovery Work Location The supplier will be assessing our current processes across each three partnering authorities and therefore will be working from Gateshead, Sunderland and Northumberland Council offices. Working Arrangments You will be working primarily in Gateshead, but you will be required to support Gateshead Council and partners to carry out user research in their localities across the North East, particularly Northumberland and Sunderland. There is a substantial element of the project involving direct contact with users including taxi licensees and their passengers. Therefore flexibility will be required in accessing and undertaking research with these user groups outside of partnering organisation boundaries, to work across the North East. Security Clearance Additional T&Cs Skills & Experience Have experience of designing and running user research projects and the production of associated reports Have experience of transferring skills to people with limited or no user research background Demonstrate experience of agile working principles,tools and techniques Evidence data analysis skills and presentation of findings Have flexibility to work across a wide range of users and stakeholders within the North East region Demonstrate an open user-centered approach with effective communication skills Experience of identifying users of digital services in the public domain and securing their participation in user research Have experience of delivering a detailed benefits case Nice to Haves Demonstrate and understand licencing services provided by the public sector Experience of working with local government Experience of leading Discovery and Alpha phases within the public sector Have demonstrable experience of working in a culture of continuous improvement and enhanced service delivery Knowledge and experience of delivering digital services to the GDS service standard and design principles Demonstrate an understanding of the taxi industry No. of Suppliers to Evaluate 6 Proposal Criteria Approach and methodology to delivering the User Research Report Approach and methodology to delivering the Benefits case Approach and methodology to delivering the Summary and recommendations Approach and methodology for undertaking skills transfer Demonstrating how timelines will be achieved through a detailed plan Team structure, including skills and experience of individuals Detailed budget breakdown demonstrating how value for money will be achieved Cultural Fit Criteria Be committed to adhering to the principles of the Local Digital Declaration https://localdigital.gov.uk/declaration/ Exhibit strong team working with our organisations and other stakeholders Have a no-blame culture and encourage people to learn from their mistakes Work in the open Take responsibility and accountability for their work Demonstrate courage to challenge the status quo Can work with users of all technical abilities Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers Budget range maximum award of £70,000