Making better use of our customer data and information

Tender description

Why the Work is Being Done The needs of our communities are changing, and we need to be able to predict and adapt accordingly. We appreciate the importance of our data, but we’re not making the best use of it, and much of it resides in silos. We want to turn this data into information, insight and intelligence. There’s a desire to have a single view of customers, and present them with a comprehensive view of all their interactions with us. We want to undertake a full analysis of user needs, trial solutions and test out prototypes, and develop a plan for delivering what’s required. Problem to Be Solved Data is currently distributed across multiple, largely isolated silos, and we also have access to national datasets, open data, data from partner organisations, etc. We struggle to link data together to derive insight and intelligence and fulfil the needs of our different users. It needs to be easier for people to transact with us without having to constantly verify their identity. We need the intelligence to design services around current and future needs. More of our data should be openly available and usable. We need a joined up, consistent framework for sharing data efficiently and compliantly internally and with partners. Who Are the Users As data analysts, we need to analyse data across multiple formats and systems (internal and external) to provide robust insights and inform decision-making. As residents, we need access to open data to be confident that my council’s being transparent. As customer agents, we need to verify people’s identities and view their interactions with various services in order to deliver great customer experience. As anti-fraud officers, we need to verify residents so everyone gets the services they’re entitled to. As councillors, we need access to information in order to understand the issues and make informed decisions. 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. Existing Team We have a multi-disciplinary team which is working alongside the customer experience, corporate data teams and service areas to understand how we can maximise use of our data. Existing skills include business analysis, development, testing, user research, interaction design, data management, data analysis, user experience, and more. The team works using an Agile approach. Current Phase Not started Work Location Guildhall Complex, High Street, Kingston upon Thames, KT1 1EU and Civic Centre, St Nicholas Way, Sutton, SM1 1EA Working Arrangments We would expect the supplier to be onsite for cross-council work to establish user need, to work collaboratively to support the product owner and for sprint planning and show & tells. Security Clearance Additional T&Cs Skills & Experience Have in-depth knowledge of data protection, privacy and GDPR. Have experience of working to the Service Design Manual. Have experience of developing the technical architecture for secure, scalable data platforms. Have experience of developing minimum viable solutions. Have experience of developing ‘in the open’ - using tools such as Github and Swagger. Be able to test findings with users. Be able to provide a multi-disciplinary team including research, design, development and data expertise. Have demonstrable experience of supporting knowledge-transfer. Have experience developing REST APIs to open standards. Nice to Haves Have experience of developing a service to meet the national, or local government digital service standard. Have experience of implementing master data management. No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of user needs Team structure and experience Approach to the task Identification of key risks and dependencies Case study from a similar project Cultural Fit Criteria Work collaboratively with colleagues in service areas and Digital & IT. Experience of 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 organisations, partners 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 £50,000 - £60,000 excluding vat