Digital Trade Finance Service - Discovery, Alpha, Beta

Tender description

Why the Work is Being Done UK Export Finance (UKEF) offers a digital service to five partner banks; the Digital Trade Finance Service (DTFS). A recent third party audit of DTFS established that the current service does not meet user needs or comply to GDS service standards. The audit recommends a GDS approved service design process to understand the business and users needs and redevelop the service to meet those needs and pass GDS service standards. To achieve this we aim to work with a service design agency to redevelop DTFS through a discovery, alpha, beta and live service Problem to Be Solved DTFS is not currently meeting the government’s 14-point Service Standard and will fail any future GDS service assessment. The service will not currently meet new legislation on accessibility coming into force on 23 September 2020. This means the service will be breaking the law. The service has been developed from stakeholder-led business requirements and does not effectively address user needs, either internally or externally. UKEF lacks service and UX design expertise to transform the service to meet these requirements. Who Are the Users Pre-discovery work so far has identified the following users Maker (Bank) - Provides export finance to the bank’s customer (exporter) and requests additional cover from UKEF. Checker (Bank) - Reviews finance deals raised by the maker and approves applications to UKEF. Underwriter (UKEF) - Reviews a deal request and approves cover. Inputter (UKEF) - Inputs deal information to internal systems. Approver (UKEF) - Ensures input data matches the deal. Post-issue management (UKEF) - point of contact for the banks after the point of issue. Deals with any amendments needed, as well as any general queries. Risk team member (UKEF) - Makes risk-based decisions on trade finance. Early Market Engagement Work Already Done We have commissioned research into accessibility and content design of the existing portal. We commissioned an agency to review DTFS and recommend an approach to take DTFS forward. Both of these projects were competed for through DOS and awarded to Cogworx A discovery report will be distributed to shortlisted suppliers. Existing Team UKEF have a small existing service team made up of product manager, delivery manager, BA, user researcher, developers, service owner and senior responsible owner. This team maintains the current DTFS service and will also work on the project from January. Current Phase Not started Work Location UK Export Finance 1 Horse Guards Rd, Westminster, London SW1A 2HQ Working Arrangments The supplier will work as part of a multi-disciplined matrix team in agile sprints, predominately in our London office Security Clearance All staff should have minimum CTC level security clearance in place before work is started or be prepared to undergo security clearance process. Additional T&Cs Pricing will be based on capped time & materials but the Buyer will reserve the right in the contract to use alternative payment mechanisms e.g. T&M or Fixed Price for future SoWs. Skills & Experience Demonstrate experience of successfully designing complex services using a pragmatic Agile service design approach Demonstrate UX design experience aligned to GDS service standards, design patterns and Web Content Accessibility Guidelines Demonstrate user research and content design expertise in aligned to GDS service standards Demonstrate your service design approach to the discovery and alpha phase of a digital service project. Demonstrate experience of collaborative working with a client's ‘in-house’ teams, including coaching and mentoring, and knowledge sharing. Nice to Haves Demonstrate experience of transforming a digital service within the public sector Demonstrate experience of transforming a digital service within the financial sector No. of Suppliers to Evaluate 3 Proposal Criteria Detail your Discovery approach, including timescales and sprint plan and how you will ensure the outputs can be used for any potential Alpha phase Describe your approach to research and understand the case management landscape across both public and private sectors Detail your approach to Alpha including timescales and sprint plan and how will present this to decision makers with UKEF Detail your approach to Beta, including timescales and sprint plan and how you will ensure skills and knowledge are transferred to UKEF Detail how you will validate and expand on the identified user needs and personas Demonstrate your approach to mapping user journeys and creation of user personas Describe your approach to change the mindsets and culture of stakeholders at all levels of UKEF while transforming the service to be compliant with GDS Service Standard Describe your approach to transforming the non-compliant service to a service compliant with the GDS Service Standard Cultural Fit Criteria Demonstrate your ability to deliver in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual Demonstrate how you will build capability within the existing service team Demonstrate your ability to adapt your approach when dealing with blockers Payment Approach Capped time and materials Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range £400,000