Discovery and design phase for inbound enquiry handling & channel strategy

Tender description

Why the Work is Being Done The Department has identified a number of problems stemming from the proliferation of contact points across DIT. In order to begin to address these problems (with a view to improving the customer service experience, drive efficiency, and reduce costs), a team is needed to conduct a discovery and design phase with a view to shaping the Department's new operating model for handling inbound enquiries. Problem to Be Solved The proliferation of contact points across DIT presents the Department with a variety of challenges, specifically: • An inconsistent service provision leading to inconsistent experiences for businesses • Duplication of ‘contact centre’ activity and systems across the network • Lack of consistent processes and MI To this end, DIT needs a team to: • map DIT’s existing inbound enquiries ecosystem in detail • develop core principles to inform a Departmental channel strategy • design a viable (and proportionate) service and operating model to manage inbound enquiries, identifying benefits and cost • identify and cost options from a digital, data and technology enabler perspective Who Are the Users Inbound enquiries are predominantly generated by businesses in the UK and overseas, trade associations and other partners. Internally, enquiries are handled by a combination of civil servants, partners and managed service teams. Early Market Engagement Work Already Done A small amount of work internally to map the current enquiry units has been done. Existing Team The supplier will be working with a number of teams across DIT - a working group with representatives from these teams will steer the project. Current Phase Not started Work Location Windsor House, 50 Victoria Street, London, SW1H 0TL Working Arrangments The supplier will need to work between Windsor House and 3 Whitehall Place. Security Clearance BPSS is required before the work can commence. Additional T&Cs Skills & Experience Experience of delivering transformative channel strategies in complex, multifaceted organisations. Extensive experience of conducting user research / business analysis / service design activity with businesses and civil servants to improve system or process effectiveness. Specific experience in delivering services that comply with legal accessibility standards. Experience delivering discoveries in line with the Government Service Standard - including the identification of user personas, delivery of user journey mapping and delivery of prioritised user stories. Nice to Haves Experience of delivering channel strategies in globally dispersed/multi-national organisations Experience of developing and supporting government systems with businesses as the primary customer. No. of Suppliers to Evaluate 3 Proposal Criteria Describe your approach to conducting this discovery & design phase, detailing key milestones, what your discovery report will look like, and how the outcomes can be used in future stages. Describe the multidisciplinary agile team that will be conducting this work. Describe any risks/dependencies your foresee in the delivery of this project, as well as recommended mitigation actions. Cultural Fit Criteria Demonstrate your ability to deliver in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual Demonstrate your ability to work and communicate with non-digital team members Demonstrate your ability to be able to work collaboratively across several government departments Payment Approach Fixed price Assessment Method Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet Budget range £80k-£100k