Digital transformation partner

Tender description

Why the Work is Being Done Kingston and Sutton councils need to make significant savings, increase efficiency and also meet the expectations of our residents, business and staff in delivering services which are centered around their needs. We are taking an agile service design approach to transformation in order to make significant and accelerated progress to meet these key aims. This work will directly contribute to delivering £2.5m savings. Problem to Be Solved The councils need to save money, become more efficient whilst enhancing the experience of customers and staff. Many processes and interactions involve traditional interventions. The customer and staff experience can be fragmented with no consistent digital delivery across services. The mindset in many areas remains a legacy delivery model and considerable changes need to be made to processes, being truly user-centric and addressing digital skills. We are looking to increase our design and change capacity and capability for digitally led transformation, and we are looking for a partner who can inject pace and additional expertise to our existing team. Who Are the Users As a resident, visitor, customer or business I want to engage with the council in my own way at my own convenience. As an elected member I need to engage with my community, have information to make decisions and understand any issues, and close the budget gap. As a member of staff I need to work flexibly, be empowered and rewarded for my work. I also need to work in an open and transparent environment. Early Market Engagement None Work Already Done The councils have a Digital Strategy and there is a theme within the strategy to make the most of our data and to be as open and transparent as possible. We are currently procuring a new Customer Platform in order to deliver improved customer experience. We have analysed and prioritised service areas at a high level, and are currently in the process of deeper analysis into where savings can be generated through service redesign and digital transformation and guide where effort should be concentrated. Existing Team We have a multi-disciplinary team which works alongside corporate transformation teams and service areas to undertake digital service design. Existing skills include business analysis, development, testing, user research, interaction design, data management, user experience, and more. The team works using an Agile approach. Current Phase Discovery Work Location Guildhall Complex, High Street, Kingston upon Thames, KT1 1EU and Civic Centre, St Nicholas Way, Sutton, SM1 1EA Working Arrangments On site, in services, with users, and with our internal teams as much as possible. Security Clearance Where working directly and independently with vulnerable people the providers staff may need to hold DBS clearance. In the absence of this, staff from the relevant service areas would need to be present and need to be considered as part of the work. Additional T&Cs Skills & Experience Demonstrable experience of delivering agile based service discovery and alpha outcomes to support complex transformation / delivery of savings in a large-scale delivery environment. Experience of deploying an effective, culturally integrated team to hit the ground running on the required date that consistently delivers to plan. Demonstrable expertise in agile service discovery, alpha outcomes, transformation / savings in areas such as social care. Including experience in change management, driving internal / external culture and behavioural change. Proven ability to lead and coach public sector organisations through the digital transformation process aligned with the agile service design methodology. Experience of holding innovation labs. Demonstrable experience of supporting knowledge-transfer. Nice to Haves Experience of the wider smart cities agenda. No. of Suppliers to Evaluate 4 Proposal Criteria Understanding of user needs Team structure and experience Approach and methodology Identification of key risks and dependencies Evidence of delivering large scale savings through digital transformation projects at pace Case study from a similar project Cultural Fit Criteria Work collaboratively with colleagues in in service areas and Digital & IT. Experience delivering in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual. Demonstrate simplicity (e.g. do less but better, explaining complex issues in a clear, simple way, break down and prioritise complex issues). Work as a team with our organisation and other suppliers. Be transparent and collaborative when making decisions. Share knowledge and experience with team members and the wider service. Work openly - for example, sharing findings from other councils and with other councils. Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range £100k-£150k