Bi-borough Tech Strategy Consultancy

Tender description

Why the Work is Being Done Westminster City Council (WCC) and Royal Borough of Kensington and Chelsea (RBKC) are moving forward with ambitious plans to improve the online and offline experience for customers. Both boroughs have identified a need for a technical roadmap to support their new customer operating models. This piece of work aims to understand the existing Customer technology landscape in detail, from the moment the customer considers making contact until after the services has been provided. Problem to Be Solved Both councils (WCC and RBKC) have complicated legacy architecture. In order to achieve our customer and service ambitions we need to understand this landscape in detail, and identify what, and in what order, changes need to be made. Who Are the Users · As a customer, I experience different customer experiences depending on channel, service and application. · As IT, we have a high-level architectural framework, but we need detailed blueprints for services aligned to our customer and business objectives. We need support to prioritise opportunities and issues and investigate the As-Is across the application landscape. · As a member of the customer service team, we need to be able to look at trends, support customers and automate service delivery; pushing as many transactions online as possible. In order to achieve this, the IT infrastructure needs integrating, updating or replacing. Early Market Engagement None Work Already Done The Customer Experience and Digital Strategy has been developed. An IT Strategy was developed a couple of years ago, along with a conceptual future architecture. Existing Team IT Architecture Team (Bi-Borough) Customer Experience Programme Team (Westminster Council) Digital Team (RBKC) Current Phase Discovery Work Location Victoria Street, London and RBKC, with occasional off-site working. Working Arrangments The work will be off-site or on-site based on business (Victoria Street, London), suppliers will have the option of working from home as the business dictates. Security Clearance BPSS Additional T&Cs Skills & Experience Turning customer and business outcomes into technical outputs Recent experience mapping as-is enterprise application landscape in detail Knowledge of the local authority IT and digital market, including standards and vendors. Adopt user-centred and agile approaches, consistent with the Government Digital Service Standards Experience of delivering quickly to challenging timelines Have experience creating overall digital transformation strategies. Experience developing designs and support those lacking digital skills and those with varied accessibility needs. Have experience of taking systems decisions in a digital transformation. Nice to Haves Demonstrate at least 2 years’ experience of knowledge and use of Government Design Standards and principles or similar. Demonstrate at least 2 years’ recent experience of working with a Local Authority on a high-profile IT / digital transformational project. No. of Suppliers to Evaluate 4 Proposal Criteria Experience Approach and methodology Delivery Plan Detail the proposed teams experience and skills and as to how this will relate to and add value to project (align this with your Work History to evidence) Team structure and qualifications Value for money Cultural Fit Criteria Be able to work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Take responsibility for their work and be proactive in engaging with council staff Share knowledge and experience with Council staff Challenge the status quo Payment Approach Capped time and materials Assessment Method Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers No questions have been answered yet Budget range £80000 - £120000