Development of MyNotts App

Tender description

Why the Work is Being Done NCC's internal Customer Service, Digital and ICT teams aim to deliver (through a phased approach) a viable and sustainable 'One-Stop-Shop’ App for all local government services in Nottinghamshire. It will be designed to make it easier for repeat customers to access transactional services and information (via current web pages/forms/systems) to ‘Report It’ ‘Pay For It’ ‘Apply For It’ ‘Find it’ etc. We want to do this through the development of an App that will transform residents’ ability to access information and services and improve customer engagement. The App will enable people to quickly access information that is relevant and local. Problem to Be Solved We want to further develop our understanding of the customer journey and continue to develop and improve accessibility. As a Council – we need to increase visibility of our core transactional services Who Are the Users Service users need to be able to easily access relevant services/information quickly. Having this through an App gives them access to this Nottinghamshire residents- need to be able to access relevant services/information and be able to report issues as they occur. Service users- want to be able to see news and information that is local to me, view my personal account(s) and to access local services, events and communities. Community organisation or partners- want to be able to provide access and promote my services. Visitors- want to be able to see events and information about tourism in Nottinghamshire. Early Market Engagement None Work Already Done Discovery work is underway. Several local government Apps have been reviewed. Mock up designs have begun. Statistical analysis has been completed around service usages and customer access channel demand. Customer consultation is also planned. Existing Team Small project team consisting of 4-5 officers from NCC (Customer Service, ICT, Digital staff). An NCC project manager will be assigned. This also has oversight of a programme lead as it forms part of a wider programme of work around ‘Enhancing Customer Experience through technology and digital channel development’ Current Phase Discovery Work Location Customer insight work by will take place by ourselves and our partners to allow residents and NCC staff to be fully engaged and involved through all stages of development. Initial meetings with the project team will take place at NCC at one of our offices within the County The development of the App will take place offsite. Phase 1 - Develop a MyNotts app which will, in Phase 1, be a portal for customers to access transactional services available from NCC Phase 2 - To extend usage to other high-volume services of NCC& other local government services within Nottinghamshire Working Arrangments Customer insight work by will take place by ourselves and our partners to allow residents and NCC staff to be fully engaged and involved through all stages of development. Initial meetings with the project team will take place at NCC at one of our offices within the County The development of the App will take place offsite. Security Clearance This will be arranged during project set-up Additional T&Cs 1. All invoices will need to include a valid P.O. number 2. Payment will be made on completion of phase 1. Any additional phases will have payment terms agreed at time of scoping 2. Price quoted must include travel and expenses (no additional costs will be paid) 3. Key Supplier staff included in proposals will be expected to work on the contract. 4. Supplier will be required to agree to the Authority's security requirements including having Cyber Essentials Skills & Experience Have experience of user research including mapping of user journey, conducting focus groups and interviews Have experience designing services for users with low digital literacy. Have experience designing websites and web applications across all types of mobile devices and platforms Can demonstrate Agile ways of working Use prototyping and user testing throughout development Can demonstrate and provide examples of Apps already developed for local government Experience of the development of apps with embedded web views essential. Nice to Haves Experience of working with Umbraco web platform is desirable Experience of working with Firmstep web forms is desirable Experience working with local authorities Previous user research with a wide range of groups including the elderly and people with disabilities No. of Suppliers to Evaluate 5 Proposal Criteria Relevant skills and experience Value for money – detailed and clear costs Technical solution required GDPR considerations included How the solution meets user and NCC needs Estimated timeframes for the work How they’ve identified risks and dependencies and offered approaches to manage them Approach and methodology Team structure Ongoing costs for subsequent development Cultural Fit Criteria Professional approach to process and team User outcome focussed Work as a team with our organisation Transparent and clear decision-making process Collaborative style of working Accessibility of solution is a priority Have a no-blame culture and encourage people to learn from their mistakes Payment Approach Fixed price Assessment Method Written proposal Work history Reference Presentation Evaluation Weighting Technical competence 40% Cultural fit 15% Price 45% Questions from Suppliers Budget range fixed price covering phase 1 only at this stage.