DWP Digital Services: Retirement, Bereavement and Care in Newcastle and Blackpool Digital Hubs copy

Tender description

Why the Work is Being Done The goal in Pension Delivery services is to transform the customer experience of Government, providing easy access to pension services, with clear information, linking many new and existing systems to allow more consistent and responsive provision of services over the web and better customer outcomes. Each service development has its own user driven requirements which will enhance user experience and compliance whilst striving towards the DWP digital goals. We require a Delivery Partner who can add value to this development through provisioning Lot 1 services capabilities, working with existing DWP capabilities and other suppliers in line with DWP's/GDS Digital standards. Problem to Be Solved DWP requires a Delivery Partner to provide flexible capacity and capability to support DWP by providing a team of specialist resources that can deliver outcomes to meet citizen's pre and post State pension-age needs. We want to encourage the majority of interaction with citizens through digital self-service. Problems our services aim to address: - Help citizens claim their pension online - Help citizens plan for their retirement through providing a forecast of pension income - Help bereaved citizens understand the support available - Help citizens claim their entitlement when responsible for the care of another Who Are the Users Every adult in the UK is a potential user for one or more of our digital services. Other user groups include, DWP internal agents and trusted helpers. As a citizen: I need to be able to easily access the appropriate on-line service(s) so that I can understand my entitlement, claim benefit, plan for retirement (Retirement - State Pension, Bereavement and Care) As an organisation: I need to ensure that digital services are built and iterated on real user needs, underpinned by trustworthy data and high quality user research. Early Market Engagement No early market engagement has taken place with suppliers for this requirement. Work Already Done The following services have already completed some work. All services need further support to iterate. Get Your State Pension - Public Beta Check Your State Pension - Live and iterating Support for Check Your State Pension - in Public Beta Find Lost Pension Details - Live and iterating Tell Us about a Death - Completed a discovery, now in Alpha Bereavement Support Payment - Completed Alpha, now in private Beta Carer's Allowance Digital - Live and iterating Existing Team There are currently a number of teams working on these services predominantly delivering using agile methods, with experience and requirements to deliver to waterfall methods when required. The teams have detailed knowledge and experience in the Pensions arena. The successful supplier team will work with these existing capabilities (from other suppliers as well as DWP staff). A part of the role of the supplier will be to assist DWP in growing its own capability and we will expect a level of support for our staff with a view to contributing and sharing knowledge. Current Phase Not applicable Work Location DWP Digital Corporate Centre Hub North East - Benton Park View, Benton Park Road, Newcastle upon Tyne, NE98 1YX; and DWP Digital Corporate Centre Hub North West - Peel Park, Brunel Way, Blackpool, Lancashire, FY4 5ES. Working Arrangments Be on site 5 days (37.5 hours) per week co-locating, collaborating and working flexibly with teams across Pension Delivery services. A flexible approach will be agreed with the successful supplier as each Statement of Work (SoW) is agreed throughout the life of the contract. Be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of the locations specified in Location, will only be paid if agreed in advance and in line with the DWP Travel and Subsistence Policy. Security Clearance Your proposed delivery team members must have completed the HM Government Baseline Personal Security Standard (BPSS) check and be eligible and prepared to undergo the clearance process to at least Security Check level. Additional T&Cs The Call-Off Contract will be supplemented by additional T&C's, which can be found at dwp.bravosolution.co.uk and clicking on "View current opportunities", i.e. 1. DWP supplementary drafting to contractual provisions of DOS2 Framework Agreement; 2. DWP Offshoring Policy V4.0. These roles are deemed outside IR35 Intermediaries legislation scope. The suppplier will provide HR management support to each individual resource. Furthermore, in reference to pricing - suppliers must provide a Rate Card for all of the defined roles. Bids must be on a T&M basis, however different pricing models ranging from Fixed Price, T&M and Capped T&M may be used for SoW's. Skills & Experience Have experience in providing digital capabilities and capacity to support the development and delivery of a digital product/service; Your delivery team roles must be available at the DWP required location(s) on/within the required timescales, on site subject to BPSS from 30 April 2018; Front End Developers have demonstrable experience of a modern standards approach to writing HTML, CSS, and JavaScript, within continuous delivery and experience of working in a software engineering environment; Have demonstrable experience of writing automated tests for code quality. Manual tests for inclusion, access and use, across browsers, devices, and assistive technologies; Have immediate capacity to supply resource to quickly develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions; Have immediate capacity to supply content design (CD) resource with exemplary spelling/grammar. Experience of writing/editing, using a style guide/plain English. Use data and user research to inform CD decisions; Have immediate capacity to supply resource that have a deep understanding and experience of using product management techniques; Have immediate capacity to supply resource that can provide business analysis capabilities; Have immediate capacity to supply experienced resources to provide sketching, prototyping and iterative design capability; Have immediate capacity to supply resource to Design, conduct and analyse user research using a range of techniques, for example one-to-one interviews or usability tests. Nice to Haves Supplier would have experience of delivering digital solutions to GDS service standards and working in the public sector; Evidence of resources that have existing SC clearance that will support the speeding up of on-boarding teams. No. of Suppliers to Evaluate 3 Proposal Criteria Experience of your resources delivering major change via concurrent releases and Live Support services whilst maintaining delivery focus and accountability. How will this expertise be applied to benefit DWP?; Describe the team who’ll be doing the work and their specific experience/skills in relation to delivery of digital services; Evidence of adoption and alignment to a customer's methodology and approach and offering suggestions for improvement; Capability of standing up a team from the contract award date, managing resource scaling with related timeframes, managing staff rotation, managing attrition and managing under-performance; Ability to gain, at pace, a detailed understanding of the solution to allow ongoing support and further development; How will you ensure that continual knowledge and skills transfer to the DWP team is embedded as part of the approach to build individual and team digital capability. Cultural Fit Criteria Work as a blended team with our organisation and other suppliers, able to take direction within a DWP team; Experience of successful collaborative working as part of a multi-supplier delivery team sharing knowledge within the team. Payment Approach Time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers Budget range the contract is expected to be up to 2 years. indicative budget is up to £3.96m. initial 12 month sow estimated at £1.98m. estimates do not include travel and subsistence and exclude vat. further sows to be agreed as the digital pipeline materialises (subject to approval). as a useful guide, we anticipate the team to be a mixture of junior and senior personnel, with a maximum of twelve resources being required at any one time over the initial 12 months of the contract, for the following roles: user researcher interaction designer content designer front end developer product owner business analyst