Service and User Centred Design Strategic Partner

Tender description

Why the Work is Being Done We are looking for a strategic partner to help us build our internal capability in Service and User Centred Design enabling us to deliver multiple strategic and tactical initiatives over a number of years. We have an ambitious programme of change planned and we believe that focusing on design at the outset will deliver significant value for the organisation and customers. NHSBT requires an approach to design that incorporates creativity, is a human centred process, balances the needs of our donors and customers, works in a regulated operational business and results in the delivery of quality services. NHSBT wish to procure a Service and User Centred Design Contract that increases the capacity of the NHSBT’s Design team and helps us to drive a change in culture. Problem to Be Solved We are seeking to work with a strategic partner that can help us embed a service design culture and provide the relevant resources in the following (but not limited to) areas: User Researchers Business Analysts Business Architects Service Designers Our requirement is for the successful supplier to provide: • People that can conduct service design and user research activities • People that can lead Discovery teams • Harmoniously co-exist and collaborate throughout NHSBT, understanding the culture and values of the organisation. • People that will work with business stakeholders at all levels. • A proven methodology/approach for design and coach NHSBT staff to embed new ways of working and drive a change in culture • Single contract to cover all types of User Centric Design that can meet our resourcing demand requirements • Pre-vetting/onboarding, inductions and training in business process and procedures to guarantee a quick turn around when resource is required. NHSBT envisage that the successful supplier will have embedded design resources with knowledge and experience around Service Design, Business Design and User Centred Design as well as the relevant accreditations. Who Are the Users Users will be defined in the individual Statements of Work but may include NHSBT employees, donors, donor families, patients etc. Early Market Engagement Work Already Done Existing Team The supplier will be working working with NHSBT's internal Business Design team, project and programme teams and other relevant stakeholders. Current Phase Not applicable Work Location Including but not limited to: Filton Blood Centre, 500, North Bristol Park, Filton, Bristol BS34 7QH NHSBT, Fox Den Road, Stoke Gifford, Avon, Bristol BS34 8RR Birmingham Donor Centre, 65 New St, Birmingham B2 4DU West End Donor Centre, 26 Margaret St, Marylebone, London W1W 8NB Working Arrangments Individuals must be available to travel to NHSBT Centres in (but not limited to) Birmingham, Bristol and London. Work will be conducted both face to face and remotely via Skype etc. Individuals must comply with the NHSBT Expenses Policy. Subject to any changes in policy, the resources will provide their own laptops and mobile phones for use on NHSBT premises. NHSBT provides secure access to its network as required. Security Clearance Additional T&Cs Suppliers will provide a minimum of two relevant candidates for each role requested by NHSBT within 10 working days. Skills & Experience Provide a methodology for Service Design and User Research for embedding a user centric design culture and resource with proven experience (min 5 years) with the roles identified above. The Supplier shall provide resources who have worked with different methods of project delivery e.g., Waterfall, Agile, Hybrid models. Resources provided will have practical experience of successfully working in a highly regulated environment. This mandates a level of rigour and the regulatory environment is similar to pharmaceutical manufacturing. Provide details of your experience in supplying User Centred Design resources, highlighting key projects, the resources you supplied have been involved in. Provide a TAM with experience in leading on cultural alignment within an organisation by growing a pool of resources that are trained on such organisation’s processes/procedures in advance. Nice to Haves Knowledge and experience in NHSBT processes/procedures or for any other similar organisations/working environments No. of Suppliers to Evaluate 5 Proposal Criteria Please provide a draft plan with a view of key milestones, dependencies and timelines required to enable the service once a partnership is established (5%) Describe the number and experience of resources you could supply and provide example CVs for the identified roles. Specify if resources are directly employed or not. (15%) Please confirm your previous experience and approach to Service Design, User Research and embedding a User Centric Design culture. (15%) Explain how you will undertake knowledge transfer to NHSBT (15%) Cultural Fit Criteria Please describe your approach and method for delivering the scope and requirements described for the strategic partnership, seamlessly embedding the process for engaging resources with NHBST (10%) Please provide details of your experience in supplying User Centred Design resources, highlighting key projects, the resources you supplied have been involved in. (10%) Payment Approach Capped time and materials Assessment Method Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers No questions have been answered yet Budget range maximum spend on this contract will be up to £500,000.00. work will be costed and approved via individual statements of work (sow). each sow will follow internal approval policy. nhsbt does not commit to the maximum spend identified in this section. primarily we expect sow's to be agreed on a fixed price basis, however a capped time and materials may also be used as appropriate