DWP Digital Services: Product Design (Retirement, Bereavement and Care)

Tender description

Why the Work is Being Done The goal in Retirement Bereavement and Care services is to transform the customer experience of Government, providing easy access to RBC services, with clear information, linking new and existing systems to allow more consistent and responsive provision of services over the web and better customer outcomes. Each service development has its own user driven requirements which will enhance user experience and compliance whilst striving towards the DWP digital goals. We require a Delivery Partner who can add value to this development through provisioning Lot 1 services capabilities, working with existing DWP capabilities and other suppliers in-line with DWP's/GDS Digital standards. Problem to Be Solved DWP requires a partner to provide flexible capacity and capability by providing a team of specialist roles that can deliver outcomes to meet citizen's pre and post State pension-age needs. We want to encourage the majority of interaction with citizens through digital self-service. Problems our services aim to address: - Help citizens plan for their retirement through providing a forecast of pension income - Help citizens claim their pension online - Help citizens claim their entitlement when responsible for the care of another - Help citizens claim their seasonal payments - Help bereaved citizens understand the support available to them Who Are the Users Every adult in the UK is a potential user for one or more of our digital services. Other user groups include, DWP internal agents and trusted helpers. As a citizen: I need to be able to easily access the appropriate on-line service(s) so that I can plan for retirement, claim benefit and understand my entitlement (Retirement - State Pension, Bereavement and Care) As an organisation: I need to ensure that digital services are built and iterated on real user needs, underpinned by trustworthy data and high quality user research. Early Market Engagement No early market engagement has taken place with suppliers for this requirement. Work Already Done The following services have already completed some work. All services need further support to iterate. Get Your State Pension - Beta Plan your Retirement (Check Your State Pension, Support for Check Your State Pension, Find Lost Pension Details) - Live and iterating Support for Bereaved (Bereavement Support Payment, Capture Information About a Death) - Live Support for Care (Carer's Allowance Digital, Apply and Maintain Carers Allowance) - Live Get your Seasonal Payments - Beta Manage your Pension Credit – Beta Existing Team There are currently a number of teams working on these services predominantly delivering using agile methodology, with experience and requirements to deliver to waterfall methods when required. The teams have detailed knowledge and experience in the Retirement / Bereavement and Care arenas. The successful supplier team will work with these existing capabilities (from other suppliers as well as DWP staff). A part of the role of the supplier will be to assist DWP in growing its own capability and we will expect a level of support for our staff with a view to contributing and sharing knowledge. Current Phase Not applicable Work Location Initially, and primarily, the work is expected to be undertake at the following locations, but this may need to be supplemented: Digital Corporate Centre Hub North East - Benton Park View, Benton Park Road, Newcastle upon Tyne, NE98 1YX; and Digital Corporate Centre Hub North West - Peel Park, Brunel Way, Blackpool, Lancashire, FY4 5ES. Working Arrangments Be on site 5 days (37.5 hours) per week co-locating, collaborating and working flexibly with teams across RB&C delivery services. A flexible approach will be agreed with the successful supplier as each Statement of Works (SoW) is agreed throughout the life of the contract. Be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of the locations specified in Location, will only be paid if agreed in advance and in line with the DWP Travel and Subsistence Policy. Security Clearance Your proposed delivery team members must have completed the HM Government Baseline Personal Security Standard check and be eligible and prepared to undergo the clearance process to at least Security Check level. Additional T&Cs The Call-Off Contract will be supplemented by additional T&C's, which can be found at dwp.bravosolution.co.uk and clicking on "View current opportunities". These roles are deemed inside IR35 Intermediaries legislation scope. The suppplier will provide HR management support to each individual resource. Furthermore, in reference to pricing - suppliers must provide a Rate Card for all of the defined roles. Bids must be on a T&M basis, however different pricing models ranging from Fixed Price, T&M and Capped T&M may be used for SoW's. Skills & Experience Have experience in providing digital capabilities and capacity to support the development and delivery of a digital product / service; Your delivery team roles must be available at the Customer’s required location(s) and subject to BPSS clearance from 27 April 2020; Immediate capacity to supply Front End Developers with demonstrable experience of modern standards approach to writing HTML, CSS, and JavaScript, within continuous delivery/ experience of working in software engineering environment; Have immediate capacity to supply resource to quickly develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions; Have immediate capacity to supply content design (CD) resource with exemplary spelling/grammar. Experience of writing/editing, using a style guide/plain English. Use data and user research to inform CD decisions; Have immediate capacity to supply resource that have a deep understanding and experience of using product management techniques; Immediate capacity to supply resource that can provide business analysis capabilities key to delivering Project change, experienced in elicitation methods including running workshops, interviews, focus groups, etc within Agile environments; Have immediate capacity to supply experienced resources to provide sketching, prototyping and iterative design capability; Have immediate capacity to supply resource to design, conduct and analyse user research using a range of techniques, for example one-to-one interviews or usability tests. Nice to Haves Supplier would have experience of delivering digital solutions to GDS service standards and working in the public sector; Evidence of resources that have existing SC clearance that will support the speeding up of on-boarding teams; Experience of working with the public sector. No. of Suppliers to Evaluate 3 Proposal Criteria To be set out in the Request for Proposal. Cultural Fit Criteria To be set out in the Request for Proposal. Payment Approach Time and materials Assessment Method Case study Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers No questions have been answered yet Budget range the contract is expected to be up to 2 years. indicative budget is up to £1.665m. initial 12 month sow estimated £0.83m. estimates don’t include travel and subsistence and exclude vat. further sows to be agreed as the digital pipeline materialises (subject to approval). as a useful guide, we anticipate the team / individuals be a mixture of junior and senior personnel, with a maximum of twelve resources being required at any one time over the initial 12 months of the contract, for the following roles: user researchers interaction designers content designers front end developers product owners business analysts