Scoping Case Management Solutions for FCO Consular Casework

Tender description

Why the Work is Being Done One of the FCO’s three foreign policy priorities is to support British nationals around the world through modern and efficient consular services. The FCO's consular case management system enables our frontline consular staff to provide consular support in a crisis; manage consular assistance cases (i.e. supporting British people who find themselves in a difficult situation whilst abroad); issue emergency travel documents; and provide notarial and documentary services. It also supports management of legalisation cases and overseas registration of births and deaths. We want to capture our consular case management user needs and explore the digital options for future case handling. Problem to Be Solved We require project management, business analysis, technical architecture expertise and some user research capability to capture, analyse and prioritise user needs for consular case management for a) consular assistance casework, b) Emergency Travel Document casework c) notarial casework, d) legalisation and overseas registrations of births and deaths casework, and e) crisis casework; understand the interdependencies between the case types; and establish how to package these requirements to procure a system or systems which best meet user needs and take into account cost, interoperability, efficiencies and business impact. Recommendations on improving business processes would be welcome. Who Are the Users As a consular officer, I need to create, manage and retrieve information relevant to consular assistance and consular crises cases so that I can support British nationals efficiently and effectively. As an ETD processing officer, I need to be able to process, record and retrieve cases. As a legalisation officer, I need to retrieve, manage and process legalisation applications so that I can legalise documents efficiently and effectively. As an officer managing registration of births and deaths overseas, I need to manage cases. As managers, call and complaint handlers, we use this information to manage resources, customer enquiries and processes. Early Market Engagement Work Already Done An FCO project team is conducting a review of how our current case management system is meeting business needs and delivering the functionality and efficiency we require, including mapping future needs. The team are scoping alternative case management options and interfaces/interdependencies with other consular systems. The team are also exploring case management systems available across Government and those used by our international partners, analysing the options, including the benefits, risks, costs and the impact of change. A separate scoping project will be undertaken on digitisation of apostilles. Legalisation and ETD processes have already been mapped as part of wider programmes. Existing Team Within the FCO, you will be reporting to non-technical staff and working in a policy environment. You will engage with a range of business and digital leads across Consular, Legalisation Office, FCO and overseas, including frontline Consular staff overseas and suppliers of various consular applications and systems to help deliver the project. The team will also need to work with stakeholders more widely in the FCO who have case management needs and with senior stakeholders and the Digital Board. Day-to-day support will be provided by the Technology and Transformation team and the system lead for our current case management system. Current Phase Discovery Work Location FCO, King Charles Street, London with some travel to the FCO's Milton Keynes site where required. It is expected that visits our Emergency Travel Document Centre in Madrid and our Contact Centre in Malaga shall also be required. Working Arrangments The supplier is expected to provide resource that can be on-site in London or Milton Keynes during business hours Monday to Friday and provide updates to the Senior Responsible Owner and Board. The resource should: be collaborative, agile and work with existing teams and be comfortable talking to non-technical staff and senior management translating their requirements into technical terms. Be a good listener - where appropriate, be innovative and be able unaccompanied, to meet staff, represent Consular well, deliver high quality analysis paying attention to detail. The resource should be able to work at pace with minimal supervision. Security Clearance All staff working on FCO premises must be at least SC Cleared or capable of being cleared to SC. Bidders must confirm clearance status of nominated resources. If required, FCO will initiate SC clearance processes. Additional T&Cs Skills & Experience Strong record of project management using Agile or PRINCE2 at Practitioner level –developing project documentation and clear, pragmatic plans, managing project activities providing accurate and timely reporting to the SRO Strong record of advising on technical architecture, design, and security, management and integration of data, applications and systems. Evidence of questioning value delivered through IT systems and applications, challenging gaps Evidence of user centred design and the importance of user research Strong track record of capturing, analysing and prioritising requirements for digital solutions using robust business analysis with the ability to identify interdependencies to suggest improvements Extensive evidence of excellent written and oral communication skills with examples of presenting at Board level, tailoring messages to the audience and influencing at all levels Experience of effectively translating technical concepts to non-technical and senior staff Evidence of high quality options analysis, scoping work or business case development which have been scrutinised by senior management or Boards Evidence of using and interpreting financial and management information Evidence of facilitating stakeholder engagement including workshops with key stakeholders to define requirements and analyse feedback provided Experience of working in multidisciplinary teams with suppliers and building good relationships with teams both with and without departmental sponsors Encouraging contributions and involvement from a broad and diverse range of staff and genuinely listening to ideas from staff and stakeholders taking into account the geographical and cultural context Evidence of working at pace to short deadlines and flexibly with the ability to maintain focus on detail Nice to Haves Experience of scoping case management or workflow solutions Experience of working with diverse, global networks No. of Suppliers to Evaluate 5 Proposal Criteria Technical Solution Approach and methodology How the approach or solution meets user needs How the approach or solution meets strategic goals How the supplier has identified risks and dependencies and offered approaches to manage them Team structure Value for money Cultural Fit Criteria Presenting with conviction to senior stakeholders at Board level Confident in consulting multiple stakeholders, suppliers in the UK and overseas, developing and managing relationships and leading discussions with stakeholders to seek input and feedback Ability to deliver excellent written and oral presentations tailored to the audience paying attention to detail Ability to work at pace, flexibly and respond to changing demands Ability to work with diverse teams and respond to the country or regional context and manage tensions between the global, UK and local context Ability to present robust analysis, take an evidence based approach to making recommendations underpinned by financial information if required Able to respond to the unexpected and present well evidenced arguments to senior leaders Ability to translate and communicate technical terms to non-technical and senior staff and work in a policy environment Payment Approach Fixed price Assessment Method Written proposal Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range up to £100,000 available for this project