Customer Registration Services - Discovery Phase

Tender description

Why the Work is Being Done CCS customers (buyers and suppliers) need to access CCS services. Where an ‘account’ is required, a simple registration (‘single’ sign-on), and validation of their organisations is required. CCS customers should be able to provide certain facts and share this information with other customers and CCS. Customers must register using services which can verify their personal and/or organisation identities. Registration is a harder problem than Single Sign On, and requires access to 3rd party assurance and identity services. CCS also needs to understand these customer needs in detail. Problem to Be Solved Answer these questions: CCS has lots of sign-on solutions; is this confusing? Do Buyers and Suppliers have different sign-on and validation needs? Could and should CCS’ verification of customer organisations and individuals be automated? What facts should customers provide ‘once-only’, and what are the benefits? How do large and small customers want to maintain their accounts? How do we effectively use third-party organisation registries? E.g. Companies House, D&B, schools registers, GOV.UK registers Do customers want to use their own Identity services? Do identity service providers, such as the ‘Supplier Registration Service’, meet customer needs? Provide a plan for next steps. Who Are the Users Suppliers (SME, Large, Multinational): Access CCS services which allow them to; Register and bid for Public sector opportunities, report spend, advertise their service offering, manage their own registered users Buyers (Central government, Wider Public Sector): Access CCS services which allow them to; Identify suppliers and publish and manage their opportunities, manage their own registered users, assess supplier capability and financial health CCS employees: Identify suppliers and publish and manage opportunities, manage users and access privileges, assess supplier capability and financial health Early Market Engagement Work Already Done Existing Team Senior Delivery Manager Commercial and Procurement Manager Technical Architect Security Consultant Current Phase Not started Work Location 151 Buckingham Palace Road, London Working Arrangments The delivery team will be the primary point of contact and will direct activity on a day to day basis. Our workstreams work in the Agile delivery methodology as part of a multidisciplinary team engaging stakeholders across the business and beyond. It is highly preferable that teams are colocated with existing delivery teams, however there is scope for some teams to work remotely (with prior agreement). Discovery will require interviews with suppliers and buyers who may be located in various parts of the UK. Reasonable and approved expenses may be claimed in accordance with Cabinet Office policy. Security Clearance Compliance with Cloud Security Principles Additional T&Cs Skills & Experience Demonstrate 2 years experience in delivering evidence-based research to inform a user-centred design, focused on user needs, end-to-end user journeys, motivations and goals. (5%) Demonstrate 2 years experience of user needs discovery in the context of customer-facing services (both private sector and cross-government) (5%) Demonstrate 2 years experience of options evaluation and recommendations reporting. (3%) Demonstrate 2 years experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels. (3%) Demonstrate 2 years experience of working with remote and virtual teams, across different parts of a customer organisation. (3%) Demonstrate 2 years experience delivering discovery in accordance with GDS Standards, including GDS Service Design Manual; the Digital Service Standard Assessment;Technology Code of Practice and wider industry standards. (5%) Nice to Haves Demonstrate 2 years experience of researching and designing organisation identification and verification services. (2%) Demonstrate 2 years experience of researching and designing single sign on systems. (2%) Demonstrable evidence of working successfully with users in a procurement/commercial landscape or in similar public services contexts. (1%) Demonstrable understanding of how to effectively build brand(s) for public services online that can work with GOV.UK (1%) No. of Suppliers to Evaluate 5 Proposal Criteria Detail your proposed approach, and define how it will provide CCS with the knowledge and insight to inform our future strategy and meet our Users’ needs (6%) Detail the specific outputs you will produce and their value to CCS (4%) Detail a high level timeline for the delivery of the works (4%) Detail the team structure, including the roles, their experience levels and qualifications (5%) List the risks, issues, dependencies and assumptions associated with this work and how you will manage and mitigate them (5%) Detail how you will manage this work and ensure CCS are informed and appraised of progress and issues as they arise (5%) Detail how you will deliver best value in the completion of this work (4%) Detail how will you ensure you obtain a representative sample when engaging with users (2%) Cultural Fit Criteria Detail how you work with other people, including CCS staff, senior stakeholders and our customers (buyers and suppliers, small and large) (4%) Explain how you solve problems and how you will communicate any issues to CCS (3%) Describe how you share knowledge and experience both within your organisation and with CCS (3%) Payment Approach Capped time and materials Assessment Method Written proposal Case study Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range £100k