Service Design Training and Mentoring

Tender description

Summary of the work Bespoke service design training: • Tools and approaches for service design in practical context; • Prototyping & testing methodologies; • Define requirements to solve current ‘problem’; • Plan, conduct user research and analysis; • Prototypes; • Recommendations for upscaling -Develop tool kit supporting design of services -Post Implementation Mentoring. Latest start date Sunday 30 June 2019 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. 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 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 Work Location Must Take Place in Belfast City Centre Working Arrangments Within Business Hours 9-5 Monday to Friday 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 Evaluation Weighting Technical competence 35% Cultural fit 5% Price 60% Questions from Suppliers 1. Is there a budget for this opportunity? We have set aside a budget for this project, but we do not wish to disclose this. 2. Do you expect the supplier to solely provide training, or to work with the team on a live project in a service design approach. So that they can learn by going through the process. How do you imagine service design will be adopted into the organisation? • To work with the team on a live project in a service design approach.• Through development of an in-house team. 3. Do you have a budget in mind for this project? And how much availability would the team have for training? We have set aside a budget for this project, but we do not wish to disclose this. This is a priority so the team will be made available, however we would prefer it to be delivered in a block of training and not spread over a number of weeks/months. 4. Do you have facilities in Belfast which could be used or must an external venue be provided? Whilst we have meeting rooms, it would depend on the training facilities required to deliver the proposed service. 5. 1. What is your budget for this piece of work?2. What training has been provided in this area to date?3. Are there any plans for further training in this area after this piece of work?4. How long do you expect this contract to go on for? 1. We have set aside a budget for this project, but we do not wish to disclose this. 2. No training has been provided to date3. This is not anticipated at this stage.4. As outlined in the specification the project should be completed by 31 August 2019 – with adhoc mentoring anticipated for no longer than 8 weeks following this. 6. How long do you expect this contract to go on for? As outlined in the specification the project should be completed by 31 August 2019 – with adhoc mentoring anticipated for no longer than 8 weeks following this. 7. Are you looking for ITIL based training (and certification)?Are you looking for on-line, face to face training or are they looking for more embedded / pragmatic coaching and education or a blend of both No it does not have to be ITIL based accreditation.Face to face training whilst there will be some element of education we would like the team to learn through a pragmatic approach working to solve a live challenge. 8. What are the skills and job roles/profiles of the people to be trained? The team are responsible for delivering pilot projects to transform business processes and introduce digital outcomes etc. As such, the skills are more project and research focused rather than service delivery. 9. What level of prototyping are you expecting to be able to deliver? Is this training in design tools such as Sketch or more conceptual? We are hoping to develop a prototype to take forward to digital discovery and to learn some prototyping and testing methodologies like service blueprinting etc. to help with future projects. 10. Can you provide a definition for 'implementation'? i.e. Is it relevant to completion of the design of the service OR the design of the service and having a role in its successfully being realised through management, testing, facilities, IT and training etc? In the context of the essential skills and experience the implementation is to show how the service design helped shape the ultimate delivered solution to the problem in the Public Sector. 11. Can we please ask how many people do you envisage needing to be trained? At least 10 but no more than 20. 12. You have stated that all work is to be completed by the 31st of August but also expect “Post Implementation Mentoring” – do you anticipate this to be after the 31st of August and for what period of time? We anticipate the post implementation mentoring to be after the 311st August on an ad-hoc basis for no longer than 8 weeks. 13. Could you clarify what is meant by: "Confirmation of experience working together with systems dynamics" please. Some of the work of the team will involve collaboration with system dynamics modelling to look at connections, trends and behaviour over time. This will provide a visual map and shared vision that lets us model the inputs required to achieve a desired outcome. It was thought that experience of service design together with system dynamics, while not essential, would be desirable.