Service Design Training and Mentoring

Tender description

Why the Work is Being Done To develop the knowledge of tools and methods used throughout the service design process, to give the NICTS Transformation team the confidence to run service design projects and drive forward change. Resulting in a team embedded in NICTS, capable of improving existing services through creative thinking, design and testing, to deliver a new improved and ever evolving customer experience. Problem to Be Solved Team tasked with delivering service design for Courts and Tribunal services are not trained in this specialism. Who Are the Users As Head of Transformation I need a team trained in service design process and methodologies so that NICTS is capable of improving existing services through creative thinking, design and testing, to deliver a new improved and ever evolving customer experience and thus meet the vision for Transformation. Early Market Engagement Work Already Done Existing Team 1 point of contact but will be working with a team of non-specialist Civil Servants no more than 20 in attendance at workshops. Current Phase Not started Work Location Must Take Place in Belfast City Centre Working Arrangments Within Business Hours 9-5 Monday to Friday Security Clearance Additional T&Cs Skills & Experience Supplier must demonstrate previous experience in Service Design Projects from identifying a problem through to successful implementation of solution with the Public Sector; Supplier must demonstrate previous experience delivery of Training based on a real problem Supplier must demonstrate previous experience in providing mentoring Services to support a team in delivery of service design. Supplier must demonstrate previous experience in developing a tool kit to support future service design Nice to Haves Confirmation the supplier has facilities to deliver training in Northern Ireland Confirmation the supplier can complete full service delivery by 31 August 2019 Confirmation of experience working together with systems dynamics No. of Suppliers to Evaluate 5 Proposal Criteria Value for Money Confirmation of timeframe for completion How the proposed approach meets our needs Appropriate facilites and team structure to deliver Methodolgy on how you will meet proposed service requirements. Cultural Fit Criteria Work as a team with our organisation and other suppliers Payment Approach Fixed price Assessment Method Written proposal Work history Evaluation Weighting Technical competence 35% Cultural fit 5% Price 60% Questions from Suppliers Budget range