20-106C Digital Collaboration Partner for Money Guidance and Debt Advice

Tender description

Why the Work is Being Done Our mission is to ensure everyone in the UK can easily access the information they need to make the right financial decisions for them throughout their lives, making the most of their money and pensions. MaPS is the largest single funder of free debt advice in England and also works alongside partners across the UK to make debt advice easier and quicker to access, and to improve standards and quality across the sector. We lead innovation by managing an extensive research and evaluation programme to help underpin decision-making related to financial wellbeing for consumers Problem to Be Solved Demand for money guidance and debt advice will increase from Q4 2020. MaPS predictive modelling shows this demand peaking in 2021/22 with an increase of circa 3 million more people needing debt advice Coronavirus has impacted people's finances in many ways; many have seen their income reduce because of reduced hours, or furlough schemes, others have saved money but now face redundancy; while others have lost jobs and face long-term money problems or early retirement. The Collaborative partner will be responsible for delivering 1m debt advice and 2m money guidance sessions through a network of partners Who Are the Users The users are the overindebted population in England and customers who need guidance to: engage with their money and pensions and take positive steps to improve their overall financial well-being • Support to navigate the financial impact of Covid-19 • Understand the complete picture of their money in a holistic way • Utilise data to better understand their finances especially their credit commitments • Understand the preventative actions needed to improve their financial picture • Move into a debt advice journey quickly where required • Seek support when either positive or negative life events are triggered that cause a change in financial well-being • Utilise guidance and advice services when needed Early Market Engagement This requirement is building on a webinar hosted by maps on Wednesday 19 August at 2pm Contracts finder link: https://www.contractsfinder.service.gov.uk/Notice/a7e99b63-cc41-4ca1-b440-21870bd86f0d Work Already Done Generated 180 pieces of Covid content on the Money Advice Service site. Launched Money Navigator tool in July, 35k visits. Launched covid FaceBook community with 11k members. A suite of additional guidance including; printed guides, PDF's and videos (YouTube). MaPS Money Navigator tool is a key destination on FCA's creditor guidance, and a referral destination from DWP Universal Credit. Maps have carried out co-design research into the expectations and desires that customers have of remote debt advice services. Existing Team The supplier will be working directly with the MaPS Team: Head of Operational Model Development & Transformation Head of Money and Debt Operations IT Commercial Manager Senior Debt Advice Development Manager Chief Marketing Officer Chief Technology Officer DMI Senior Policy and Propositions Manager Operational Delivery Managers Implementation Team Content Manager P&P Manager Customer Journey/UX Manager Business Analyst Marketing Manager Current Phase Not started Work Location Customers served by the services must be resident in England. The Collaboration Partner must be UK based with no offshoring. Working Arrangments The Collaboration Partner will work with MaPS through remote meetings on MS Teams. Depending on UK restrictions due to Covid 19 there may be limited face to face meetings, for which MaPS would expect the supplier to fund travel and subsistence against actuals from the overall budget allocation Security Clearance Not Applicable Additional T&Cs Skills & Experience Successfully leading strategic, user centred initiatives that understand the end-to-end lived experiences of users. Designing end to end customer journeys/solutions with measurable outcomes, particularly increased customer engagement/use of services. Advanced customer research skills (both for validation of product and early stage needs analysis - methods including evidence of ethnographic research) Evidence of financial need and wellbeing product development Be able to demonstrate strong experience of delivering large scale programmes managing multiple technology suppliers Experience in supporting organisations operating in FCA regulated activity. The ability to scale resources to the demands of this programme, giving an example of where this has been done successfully Experience of how, when delivering outcome-based programmes, they have supported the development of long-term capabilities, leaving a positive legacy. Understanding of how to deliver digital products/services to Government UK Digital Service Standard or appropriate similar standards within complex digital programmes across government Be able to demonstrate an expert knowledge of financial solutions/money guidance (debt, credit and budgeting) Demonstrable knowledge and experience of successful delivery using technical competencies that include agile delivery, testing methodologies and DevOps management (supported by Case Studies evidence ideally in a single programme) Effective integration of user centred design and research into the development process Strong programme management - both establishing and managing an ecosystem of suppliers. Extensive evidence of engaging vulnerable customers - especially digitally disadvantaged Experience in working on delivery programmes that include DXP technologies; including analytics, campaign management, design frameworks for digital consumer facing applications Demonstrate data competencies API/API Gateways, Open Banking, CRA and PSD2 standards, Azure, identity management, data caching at scale for consumer facing digital applications, data quality management, GDPR/Cyber Security experience. Working knowledge of opensource solutions Analytics, AI & ML incorporated within solutions being designed Technical solutions designed need to maintain balance between OOB & customisation as it should not result in technical debt and/or difficult upgrade path Evidence of running digital innovation programmes that bring together multiple parties to create a Community/ecosystem focussed on delivering a solution An understanding of the fintech community and experience of having engaged with Fintechs Experience in applying smart technologies i.e. ML/AI in real world context Nice to Haves Experience in Debt Counselling, Debt Adjusting or Personal finance management services Have experience in designing digital services which have excelled in making the services accessible Evidence of successfully delivering Minimum Viable Product solutions within compressed timelines Demonstrable knowledge and experience of successful delivery using the following technical competencies supported by Case Studies evidence ideally in a single programme. Active large stakeholder audience engagement and management Digital Competencies Data Competencies (e.g. - Statistical modelling, Machine Learning,- Real time analytics) No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of the problem from the perspective of the user with a clear understanding of Debt advice and Money guidance journeys both independently and how they relate to one another. Evaluation of the delivery approach and methodology, (Methods, processes, control and compliance) Risk and Critical Success Factors (and how will these be successfully managed) Assessment on value for money Approach to developing a "One Team" approach, working collaboratively with MaPS Actively promote diversity and inclusion as per the public sector equality duty Demonstrate working experience in delivering digital products/services and understanding the challenges of implementing user centred design in an agile environment Demonstrate understanding to deliver digital products/services to Government UK Digital Service Standard or appropriate similar standards within complex digital programmes across government Demonstrable experience of working alongside clients in co-located, integrated team Demonstrate approach to knowledge and skills transfer Technical competence in a wide range of relevant technologies and agile practices Demonstrate the use of open standards and ease of integration Ability to scale up team and flex resource when needed Ability to demonstrate successful delivery of large scale multi-faceted and complex data solutions Cultural Fit Criteria Demonstrate your alignment with MaPs purpose and values Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Have a no-blame culture and encourage people to learn from their mistakes Share knowledge and experience with other team members Challenge non-productive behaviours and attitudes Can work with clients with all levels of technical expertise Work in an integrated way with the MaPs team to leave the team informed and able to take ownership of ongoing service management Payment Approach Capped time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers No questions have been answered yet Budget range indicative breakdown as follows: discovery year 1 (to march 2021): up to £300k (excluding vat), the above to include use of any tools used to undertake the discovery, professional service for implementation and exit. life time of project: up to £12m over the life of the programme, subject to project and budget approval. this is an indicative figure at this stage and should not be taken as commitment.