Discovery, audit and roadmap for digital transformation at Social Care Wales

Tender description

Why the Work is Being Done We are working towards embedding a digital culture at Social Care Wales and one of the main themes of our strategic plan is to make better use of digital solutions to help us be more effective and customer-centric. There is renewed focus by Welsh Government on developing and implementing a comprehensive digital technology strategy across health and social care. The UK Government has moved to open standards for software and other applications. If replicated in Wales, it would have significant implications for out systems and platforms. We have two online customer-facing platforms; a website and a portal for the 30,000+ social care workers registered with us (this number will rise by 20,000 by April 2022). These platforms are not linked. We also have other stand-alone web-based platforms. Problem to Be Solved There are two parts of this work: 1. Discover the true user experience of people accessing our registration service via SCWonline 2. Investigate opportunities to improve the service, our platforms and; provide a better offer for users and increase the interoperability of our systems For further information on the work, please follow the below links: Usability: https://socialcarewales-my.sharepoint.com/:w:/g/personal/charmine_smikle_socialcare_wales/EVAuOZEK1T1LvovI_jBA07YBjHlO45LExJfWCb8A59jVFA?e=K5HNgc Digital tech audit: digital tech audit https://socialcarewales-my.sharepoint.com/:w:/g/personal/charmine_smikle_socialcare_wales/EdIzQ-Sj3TRBrz05UlboZXYBJAAfH4REC0xq8FKqL5gl3g?e=COLedE Who Are the Users Discovery – user experience of registration service via SCWonline As a new applicant, I need to prove I am qualified to work in social care and prove my identity. As someone renewing their registration, I need to update my training record, provide proof of qualifications, confirm details like my employment, and pay my renewal fee. As a social work student, I need to register to practise on the degree course and undertake a work placement (practice learning opportunity) during my course. As an Endorser/Signatory or Higher Education Institution, I need to verify that information about registrants is true and check a declaration by some applicants. I may also need to inform Social Care Wales about any fitness to practise issues, changes to an individual’s circumstances and confirm an individual’s continuing professional development record. Early Market Engagement Some feedback has already been gathered about our Registration service through a compliments log: https://socialcarewales-my.sharepoint.com/:x:/g/personal/charmine_smikle_socialcare_wales/ERog60gzPY1IvUkPa3j3KcMBHa6tOKY4waq0R7nDft5I4Q?e=bVIeZy and dissatisfaction log: https://socialcarewales-my.sharepoint.com/:x:/g/personal/charmine_smikle_socialcare_wales/EQfuYqkmRURNum_kIUppeaMBiJicvYQwUP2UmsJnkEnH8A?e=PqqVNW Work Already Done No work has been started and a discovery phase will form part of this work. Existing Team The successful Supplier will work with a programme board. The programme board and the Supplier will be expected to work with: • Other internal team members and stakeholders • Other suppliers • External organisations based in Wales Current Phase Not started Work Location Social Care Wales has an all-Wales remit. We expect the Supplier to work with us remotely for the foreseeable future, making extensive use of video conference technologies. This is because all our staff are currently working from home, due to the pandemic. It is not expected that this situation will change until at least autumn 2020. Should we return to the office at any point, we would expect the Supplier to attend meetings at our Cardiff office however remote working will be favoured above face-to-face where required. Working Arrangments We anticipate a standard business working day, hours and working pattern as needed to deliver the programme in an efficient way (Monday to Friday). Remote working is expected during Covid-19 lockdown which would revert to a mixed on-site and remote delivery model once lockdown restrictions are eased/removed. Security Clearance Additional T&Cs Skills & Experience Experience in user research and conducting it remotely - 1% Experience of working with users to understand their work, their operating context and constraints & identify and implement adaptations/improvements - 1% Experience in designing services for users with low digital literacy - 2% Evidence of pulling together user research, organisation design, business analysis failure within a service and identifying root causes which can be resolved or documented for future learning - 2% Evidence of prioritising the understanding of needs and behaviours, and uses insight to underpin and drive design decisions when designing content, product and services - 3% An understanding of complex transactional services and re-engineering or redesigning legacy systems and services - 3% Evidence of designing end-to-end and back to front end services across a range of on-line and off-line channels - 2% Evidence of increasing interoperable capability of legacy services - 2% Evidence of designing and developing services through iteration, research, prototyping and testing - 2% Demonstratable understanding the ways of working detailed in the Government Digital Service services manual and designing a service that's passed government accessibility audit and meets WCAG 2.1 - 2% Evidence of communicating service concepts and ideas using methods that allow others to see all the different parts of the service - 2% Experience of working with an organisation at the beginning of agile culture change and particularly those with no or limited experience of agile and discoveries - 2% Have experience of coaching and supporting senior public sector leaders to understand ‘digital’ and transformation and transferring knowledge to internal staff - 1% Nice to Haves Provide evidence of establishing remote working practices - 0.5% Provide evidence of how you work in the open - 0.5% Experience of bilingual service design - 1% Provide evidence of producing tangible outputs and not just research reports - 1% Provide experience of working with Microsoft dynamics - 2% No. of Suppliers to Evaluate 4 Proposal Criteria The proposed solution - 9% How the solution meets user needs - 8% Demonstrate relevant skills and experience of the team - 5% How you will inform the proposed approach - 8% Cultural Fit Criteria Able to share your detailed knowledge and skills regarding the user-centred design - 6% Demonstrate how you will work with clients with different levels of technical expertise throughout the project - 6% Demonstrate how you will work collaboratively and share your approach with the project team - 8% Payment Approach Fixed price Assessment Method Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers No questions have been answered yet Budget range