Customer Experience Intelligence Partner for the Dart Charge service

Tender description

Why the Work is Being Done We need to ensure the Dart Charge service continues to meet the needs of our users throughout the re-procurement, while creating a service that improves the customer experience and allows innovation throughout the course of its lifetime. Problem to Be Solved Work with Highways England to investigate and validate quick wins improving customer experience. Set up a multi-disciplinary team providing user experience, design and research, and content design. Work with suppliers develop the next generation of the service, ensuring ease of use and customer satisfaction is at the forefront. Investigate/validate future innovations of the service, including scalability to cover other schemes. Support the project through GDS assessments as necessary. Field ad hoc technical queries from Highways England, supporting internal and external governance processes. Work with Highways England to create a common design language to be used across the Dart Charge Estate. Who Are the Users The users should represent a broad cross section of account, non-account (casual), LRDS (local residents), commercial users and those that need digital assistance, such that the results are statistically significant. We can provide contacts for some commercial users, but the remainder would have to be sourced as part of the task. Early Market Engagement Work Already Done We have conducted an extensive survey asking account holders their usage, views and improvement requests. This covers personal, business and local residents on the discount scheme. Using this as a basis, we have conducted an initial discovery phase (original advert here) and are currently prototyping key journeys in support of initial engagement with bidders. All outputs of previous research will be made available to the winning bidder. Existing Team They will work primarily with the existing digital team in Highways England. This would involve the Digital Services team in Leeds as well as the project team in Guildford and operational team in Birmingham. Work will also be done with the Lower Thames Crossing team Current Phase Live Work Location We require a Customer Experience Intelligence Partner and expect the work to take place across various locations; off site, at offices in Birmingham, Guildford, and Leeds, or offices connected to suppliers we are engaging with. We want the provider to communicate with users and potential users so they can do this in whatever way is most appropriate. We would not require them to be on site for any specific amount of time. We would expect them to visit Highways England in Leeds, Birmingham, and Guildford as required for meetings and workshops and be available for regular teleconferences. Working Arrangments Engagement with the team will not be constant with periods where work is minimal. To assist suppliers with resource planning below are initial indicative timescales for key support tasks. • Develop shared design principles - September to December 19 • Assist Highways England and its supply chain in planning and developing the citizen facing components for a Free-Flow Charging alpha prototype/PoC, incorporating the findings from Discovery - Planning: October to December 19 - Delivery: January to April 20 • Provide UX and specialist digital advice to the FFC procurement team - September to August 20 Security Clearance Must comply with Highways England’s Security requirements. Additional T&Cs Skills & Experience Experience of building and testing prototypes Demonstrable evidence of UX design across multiple service providers and back office systems Experience of leading projects successfully and working collaboratively with GDS to ensure GDS assessment criteria is fully met Experience of agile and iterative development Provide example of user research and user experiences design services to central govt and or Local Authorities Proven experience of supporting a re-design of a multi-faceted, complex transactional service Have excellent analytical, problem solving, written and verbal communication skills An in-depth understanding of GDPR and Cyber Security legislation and the processing of sensitive information Demonstrable experience of designing and testing services for Assisted Digital users Nice to Haves Capability to provide coaching of Agile methodologies and iterative development Demonstrable evidence of working with a broad range of back office systems and the capability to learn adapt to new technologies Demonstrate collaborative experience and innovation (from others etc.) Experience of Content Design and carrying out Content Audits Demonstrable understanding of effective engagement with potential users No. of Suppliers to Evaluate 5 Proposal Criteria Your proposed approach and methodology to meeting the needs of the project (15%) How you intend to optimise the user experience and deliver value for money to benefit the development of the service (20%) How you'll provide Highways England with a high-quality team that embodies the “essential” and “nice to have” skills and experience; particularly, why you believe the team will be high performing(20%) How you'll balance being responsive and flexible to changing work demands (in terms of skills/capacity) as it progresses with the benefits of a stable and consistent team (15%) Indicative structure (i.e. people/roles in your proposed team and their main interrelationships), indicative profile (detailing how team size and roles might change over time) and start date (5%) How you will work with Highways England and the incumbent supplier to identify improvements to the existing service (5%) How you will work with multiple potential suppliers within the planning and development phase for the new service (10%) How you will work with Highways England and third parties to ensure the new service can meet the relevant GDS digital service standard at various phases of development (5%) How you will ensure delivery of key tasks to time whilst delivering value for money (5%) Cultural Fit Criteria Work with us as part of a team (15%) Work well in a collaborative agile team and be confident at communicating and demonstrating developments and ideas (25%) Demonstrate courage and challenge the status quo (e.g. can express controversial views, confront reality, make tough decisions) (10%) Demonstrate responsibility (e.g. act like a leader, provide solutions to problems, seek the best for the organisation beyond your team) (15%) Be respectful of different opinions and constructive in feedback (10%) Can work with users with low technical expertise (10%) Share knowledge and experience (10%) Have proven experience of stakeholder management and strong negotiation skills (5%) Payment Approach Time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range £400,000