Freedom Pass and Taxicard: Discovery / Alpha

Tender description

Why the Work is Being Done The vision is to increase user satisfaction and uptake of the online service, reduce application processing times, and improve the detection and prevention of fraud. Discovery will explore user needs for creating an end-to-end digital solution whereby disabled and older people can apply for and manage their travel concession online (replace and renew passes and update details). Subject to acceptable options being presented, Alpha will commence following Discovery. Alpha will provide prototypes and test the best route of achieving the desired outcome in order to procure a Beta and Live for the new product solution using the findings found. Problem to Be Solved The Discovery will need to analyse customer satisfaction of the existing digital and paper service, establish user needs, and identify opportunities which will support our digital roadmap. Alpha will develop and test chosen option with all users, demonstrating its technical, contractual and legal feasibility. Refer to Annex 1: Additional Information for Bidders. Who Are the Users As a Freedom Pass/Taxicard applicant, I need an accessible and simple website to use, so that I can apply for my concessionary travel pass securely and quickly online. As an existing Freedom Pass/Taxicard holder, I need an accessible and simple website to use, so that I can manage my concessionary travel pass securely and quickly online. As a CMS user I need to be able to view all data submitted by an applicant/pass holder so that I can carry out eligibility checks, issue passes quickly and efficiently, and detect and prevent fraud. Early Market Engagement Market engagement for Beta and Live will begin once the Discovery phase is completed and it is clearer to London Councils what that proposed solution will look like. Work Already Done London Councils has some user feedback collected from online surveys from the existing Freedom Pass website. The incumbent service provider has also collated data using Google Analytics. Local authorities have an existing knowledge base from recent Blue Badge developments. Existing Team The supplier will be working with London Councils’ Chief Contracts Officer, Projects Officer and Mobility Services Manager, borough officers in London, TfL, and contractors based in Hull and Scotland. Current Phase Not started Work Location The team will work from their own premises but will need regular meetings with London Councils, either using appropriate video conferencing technologies or at 59 ½ Southwark Street, London, SE1 0AL; with local London authorities, TfL, and London Councils contractor, based in Hull and Scotland. There is a substantial element of the task involving direct contact with user groups and the team should have the ability to travel to other locations as required to meet users or host user research. Working Arrangments We would accept two suppliers working together to provide the Discovery and Alpha phase The teams will need to work for approximately 6 weeks on Discovery and 8 weeks on Alpha. We would expect them to visit our team and stakeholders as required for meetings and workshops, as well as be available for regular tele-conferences and show and tells. They may need to visit our offices more in the initial phase of work as we plan and agree the scope of the project. Expenses should be covered within budget for the project. Security Clearance Additional T&Cs There will be a break point between the Discovery and Alpha phases. The Alpha phase will only be conducted if an acceptable option is presented following Discovery. Development solely using Open Source products or products where the IPR will rest with London Councils upon delivery. Skills & Experience Have 3+ years experience conducting user experience research Have 3+ years experience establishing and validating user needs for digital services in a central or local government context Have in-depth understanding of user-centered research, design principles, methods and tools Experience of identifying users of digital services in the public domain and securing their participation in user research Experience of effective engagement with current and potential users, including assisted digital users Have excellent analytical, problem solving, written and verbal communication skills Proven experience of organising, managing, executing and analysing usability test sessions Evidence of working with third parties to develop standard interfaces and data exchange portals Proven ability to support a flexible way of working, making late changes to plans and re-formulating to maintain project progress against timelines Knowledge and experience of delivering digital services to the GDS service standard and design principles Have availability of resources to be able to start as soon as possible. Nice to Haves Experience of taking a service through the GDS service assessment process Experience of working in/with public sector teams, particularly those with no/limited experience of Agile, in Discovery and iterative development Have demonstrable experience of working in a culture of continuous delivery and improvement Experience of Online transactional services Experience of leading Discovery and Alpha phases within the public sector Experience of delivering the expected outcomes for the Discovery and Alpha phases Demonstrate a successful approach to completion of required GDS Service Assessment, Security Health Check, Penetration Testing, Service Readiness, and release reviews as part of quality and acceptance tests Proven track record in the building and development of automated testing procedures Have experience of successfully delivering a minimal viable product/proof of concept for successful delivery of a robust product into a 'live' environment on behalf of a government department. No. of Suppliers to Evaluate 5 Proposal Criteria Identify the approach and methodology to project planning and delivery; how the approach/solution meets our goals and user needs, and how these will be reflected in the outcomes (8%) Knowledge and understanding of existing and potential London Councils in-house and outsourced capabilities and demonstrate how these capabilities will be considered for final options and recommendations (5%) Detailed resource plan and estimated timeframes for the work – demonstrating how in-house, supplier and external resource will be used and at what stage (8%) Demonstrate how the requirements of other areas, such as Local Authorities and TfL, will be integrated into the project (5%) Demonstrate how risks and dependencies will be identified and what approaches will be used to manage them (5%) Suppliers must demonstrate their experience in designing and developing end to end solutions (including front and back end) through a range of previous work for customers on similar scales (5%) Why you think your approach offers London Councils value for money in the context of this project and over the next five years? (4%) Cultural Fit Criteria Experience working with public sector organisations and local government (10%) Future focused, striving to deliver best possible solution/concept (5%) Work well in a collaborative agile team and transparently as an extension to our team, proactively and positively sharing all information relating to research, findings and decision making (5%) Payment Approach Capped time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers No questions have been answered yet Budget range £130,000-£180,000 for discovery. £200,000-£260,000 for alpha. the supplier shall provide a price breakdown for the combined overall price for both discovery and alpha, noting that discovery is capped at £180,000 and alpha is capped at £260,000. note: the overall price for both phases (discovery & alpha) will be that used at evaluation.