C16975 User Centred Design Partner 1

Tender description

Why the Work is Being Done Home Office customers and employees rightly expect modern technology which helps customers receive the service they require and supports employees in protecting the public. We are increasingly reliant on technology to support the Home Office in its role to lead on immigration and passports, drugs policy, crime policy and counter-terrorism, and to ensure visible, responsive and accountable policing in the UK. We need to design and deliver technology which supports the transformation of the Home Office and the modernisation of our processes making them fit for a digital future. The wide range of Digital and Technology Programmes required to support the work of Home Office Digital, Data and Technology (HODDaT) need suppliers who can provide the necessary knowledge, skills and experience to help meet demand for user-centred design capability on a range of internal and public facing services from discovery to live. This requirement is the first of two requirements for a central DDaT User Centred Design Service Provider. Problem to Be Solved Government services need to meet user needs. However, a large proportion still fail to meet the government Service Standard due to particular issues around the following points: ● understanding users and their needs ● solving a whole problem for users ● making the service simple to use ● making sure everyone can use the service Growing demand for user-centred design capability means we need experts in content design, interaction design, user research, service design and accessibility to increase our capacity and support efforts to deliver user-centred services that meet Service Standard requirements. We need an alternative procurement route to avoid a shortfall of these essential skills, which would put delivery timelines and standards at risk. Who Are the Users Home Office customers and staff Early Market Engagement Work Already Done Existing Team A civil service led mixed team of contractors and civil servants. Current Phase Not applicable Work Location The majority of the programmes and projects are located within the M25 but the successful supplier must be capable of providing the service nationwide. Working Arrangments A flexible approach is required to meet the needs of each individual project and programme on a SOW basis. Security Clearance Up to SC. Additional T&Cs 1.Travel expenses are payable for journeys outside the M25 (for Greater London based SOWs) or for journeys greater than 10 miles of other SOW base locations, where approved in advance by the customer and in line with HO Travel policy (subsistence is not payable). 2. Professions rate caps will be applied to all roles at all SFIA levels. These caps will be provided to shortlisted suppliers but the highest allowable rate is £675 (for service designers). 3. Seasonal furloughs may be required. 4. Maximum sub-contractor margin caps will be applied. Skills & Experience Demonstrable and recent (within the last 2 years) experience of building services to meet the government’s Service Standard Recent experience of placing content designers, interaction designers, user researchers, service designers and accessibility consultants into agile delivery teams in government, and understanding how those roles work together Demonstrable and recent (within the last 2 years) experience of proving the benefits of a user-led approach in a deadline-driven environment Demonstrable and recent (within the last 2 years) experience of designing services that meet both user needs and business objectives Demonstrable and recent (within the last 2 years) experience of delivering digital solutions that meet Level AA of Web Content Accessibility Guidelines (WCAG) 2.1 Demonstrable and recent (within the last 2 years) experience of researching and understanding user needs, and designing services to support them Demonstrable and recent (within the last 2 years) experience of attracting research and design professionals with the expertise to successfully understand user needs and design services to meet them Demonstrable and recent (within the last 2 years) experience of considering and including participants who are digitally excluded or have access needs in research and design activities Demonstrable and recent (within the last 2 years) experience of engaging the whole multi-disciplinary team with a good user-centred design process to increase consensus and challenge assumptions Demonstrable and recent (within the last 2 years) experience of recruiting a diverse workforce and promoting a supportive and inclusive culture Nice to Haves No. of Suppliers to Evaluate 4 Proposal Criteria Essential skills (from stage 1) Approach and methodology How the approach meets the requriements Organisation capability to provide specialist support Reporting and Governance approach Added Value Practical Scenario Cultural Fit Criteria Work as a team with our organisation and other suppliers Share knowledge and experience with team members and replacement teams. Payment Approach Capped time and materials Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet Budget range