CP1797-19 Benchmarking & User Research to inform business case for Microsoft Managed Desktop Service

Tender description

Summary of the work Development of success criteria and measures for a pilot. Capturing baseline information. Undertake User Research to understand users requirements. Evaluate success of pilot by re-running metrics and user research. Production of initial report of baselined information and then a final report, together with a draft business case based on findings. Expected Contract Length 12 months Latest start date Monday 9 September 2019 Budget Range Up to £20,000. Why the Work is Being Done DCC will be running a pilot for a Microsoft Managed Desktop Service for 100 users. This is to inform our longer term "desktop as a service" and device replacement programme. As part of the pilot we wish to learn about the new service and assess benefits for the organisation and our users. This piece of work is to undertake user research and create benchmarking data to evaluate and measure the success of the pilot. We expect the user research activity and measures to be re-run towards the end of the pilot and analysis undertaken to inform a business case. Problem to Be Solved Development and capturing of success criteria based on user research and organisational metrics to identify benefits to inform a future business case. Who Are the Users The users for the pilot will be DCC staff who wish to have a device, operating system and productivity tools that meet their needs. As an ICT Commissioner I need to understand user requirements and whether the new service meets these requirements. As an ICT Commissioner I need to understand whether this pilot has been successful, through both qualitative and quantitative measures. As an ICT Commissioner I need to understand if there is a business case to proceed past a pilot stage. Existing Team Some limited internal ICT staff will be available including an ICT Technical Architect, an ICT Strategy Officer and some administrative support. Current Phase Discovery Skills & Experience • ES1. The allocated practitioner has experience of planning, conducting and documenting user research with a mix of users using a variety of techniques. 18 Points • ES2. The allocated practitioner has the ability to identify and document suitable success criteria for the pilot and then design and run appropriate ways to capture feedback. 17 Points • ES3. The allocated practitioner must have previous experience of analysing and summarising feedback. 10 Points • ES4. All practitioners must have strong organisational skills with the ability to plan and prioritise their own workload and provide regular updates. 8 Points • ES5. The allocated practitioner will have experience of producing business cases to inform strategic investment decisions. 15 Points Nice to Haves • NH1. An allocated practitioner will have experience in identifying the financial costs of running on internal ICT Service to help us assess a "like for like" ... • ... comparison of running the service externally and determining whether the new service demonstrates value for money. - 7 Points Work Location County Hall, Topsham Road, Exeter, Devon EX2 4QD Working Arrangments The organisation may work remotedly but will be required to spend some of their working time at DCC County Hall Exeter to engage with key stakeholders and undertake user research. Additional T&Cs All expense and costs to be included in the quoted price. The expected contract length is 12 months, although activity is expected to take place at the beginning of the pilot and then towards the end of the pilot to allow time for the pilot to run and generate data. The final analysis and business case must be finalised by the end of June 2020. No. of Suppliers to Evaluate 3 Proposal Criteria • Documented evidence of essential skills. • Explanation of how work would be undertaken Value for money. • How the proposed approach meets, experience of user research, experience of benchmarking, development of success criteria, ability to work with staff to identify, proivde and interpret benchmarking data. • Experience in assessing pilot success and developing a business case. • Presentation information: It is the Authorities intention to undertake • a presentation on 15th August 2019 with the shortlisted bidders once the bid submissions have been recieved. • This will be based on the bidders proposal and may mean scores will change. Cultural Fit Criteria • CF2. Quickly joining teams and understanding their needs and ensuring delivery within set timescales. - 2 Points • CF2. Quickly joining teams and understanding their needs and ensuring delivery within set timescales. - 3 Points Payment Approach Capped time and materials Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers 1. Question 1: Can you confirm that all the elements in the summary of work section are to take place over a 12 month contract and the budget is 20k inclusive of expenses? Answer 1: This is correct. It is anticipated that there will be work at the start of the project to undertake user research, create success measures and benchmark before the pilot starts. Then a piece of work after the pilot has been running for a minimum period of 6 months to re-run the measures, evaluate the pilot to determine if the pilot is a success or not. It is expected that will be many months when the pilot is actually running when work will not be required.