HOMES ENGLAND Help to Buy (HtB) Discovery

Tender description

Why the Work is Being Done Homes England plays a vital role in delivering the Government’s target of building 300,000 homes per year by the mid-2020s. The Help to Buy (HtB): Equity Loan scheme helps consumers to purchase new homes by improving affordability. It supports housing developers by providing greater demand, cash flow certainty and administrative support for SMEs, all of which contribute to Homes England’s strategic objectives. Our vision is to provide an industry standard service to consumers and developers and deliver a painless and consistent customer experience, which is more customer centric and agile in its approach to continuous improvement. Problem to Be Solved There are multiple stakeholders in the HtB service, with many moving parts (own websites/processes) and cultural ways of working. HtB want to design and own the end-to-end process to provide: • a better service to all stakeholders • a seamless service between agents/brokers/advisors/stakeholders; and • understand our customers and their needs. We require a user focused discovery team that will use competitor analysis and customer insight to determine user journeys, customer personas and end-to-end customer experience mapped across the service. The work will extend into alpha to explore ideas and build prototypes to solve the problems identified throughout discovery. Who Are the Users Our customers are a combination of first time buyers and second steppers who want to enter or move up the property market. Our external users are mortgage advisors, mortgage brokers, developers, independent financial advisors and lenders. We need to ensure that their experience is seamless and uncomplicated. Early Market Engagement Not applicable Work Already Done Not applicable Existing Team The supplier will be working with HtB staff including the existing customer insight team, communications team, project team and existing suppliers. Current Phase Not started Work Location Various locations across UK. Working Arrangments Supplier resources will work as part of a blended internal delivery team across the UK and with multiple partners across the service. Flexible working is encouraged across the locations and remotely after an initial on boarding process. We expect teams to reflect the roles and capabilities listed in the Essential Skills section. The team will work using an agile approach. Security Clearance not applicable Additional T&Cs Travel: should be considered as part of the overall budget Skills & Experience Experienced in agile delivery in a FinTec environment Demonstrable experience in Service design and UX Flexible commercial approach to delivering the work Established agile delivery team with recent proven experience delivering agile based discovery Recent demonstrable experience in successfully designing and developing products/services using agile methodologies and practices. Recent demonstrable experience using the GDS Design Principles and Digital Service Standard to deliver public facing digital services. Recent demonstrable experience designing digital services that comply with Government security guidelines. Recent demonstrable experience of building capability in client departments and leaving a self-sufficient, sustainable internal capability. Demonstrable experience of delivering end-to-end service design Nice to Haves No. of Suppliers to Evaluate 3 Proposal Criteria Relevant case studies (20%) Proposed approach (20%) Ways of working (15%) Team structure (10%) Cultural Fit Criteria Ability to work alongside existing teams and bring them along the journey. (5%) Lean agile team with an inclusive approach to developing user centred services. (5%) Understands the importance of inclusion and collaboration.(5%) Payment Approach Capped time and materials Assessment Method Written proposal Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 15% Price 20% Questions from Suppliers Budget range dependent on team/experience.