Service Delivery Capability

Tender description

Summary of the work We are looking for service delivery capability to work alongside in-house teams and other suppliers. They will work with blended teams to deliver outcomes based on user needs. The contract will support capability gaps within the scope of Service Delivery capability in DOS (https://www.gov.uk/guidance/digital-outcomes-and-specialists-digital-outcomes-capabilities#service-delivery ) until end of FY 20/21. Expected Contract Length 13 weeks Latest start date Saturday 18 January 2020 Budget Range Substantial activity is in our pipeline before the end of FY 2020/21, with an indicative budget against the requirements for this capability being £1.5m exc.VAT, but that scope could expand or contract. Budget approval is subject to Cabinet Office spending controls, service assessments and T&T governance. The department reserves the right to use any of the DOS pricing methodologies in any SoW (fixed price, capped T&M, or T&M). Each SoW will outline the work required and associated budget, suppliers will need to provide clear costs to enable tracking. T&T does not commit to minimum or maximum spend at this point. Why the Work is Being Done The NHS Test and Trace business plan (https://www.gov.uk/government/publications/nhs-test-and-trace-business-plan) sets out the challenges. These include strengthening and scaling delivery through local/national partnerships; expanding testing to 2.5 million a day; expanding and improving contact tracing; reaching contacts faster; identifying and reacting to clusters and outbreaks faster; increasing adoption of the COVID19 app; and making the public part of the continuous improvement of our services. We are looking for service delivery capability, to work at pace alongside our in-house teams and other suppliers, to deliver business plan outcomes that meet user needs and government service standards. The contract will support capability gaps across the CX division – specifically those capabilities within the scope of the Service Delivery capability in DOS (https://www.gov.uk/guidance/digital-outcomes-and-specialists-digital-outcomes-capabilities#service-delivery ) – until the end of FY 20/21. Problem to Be Solved To deliver our business plan, we need support to create new, and improve existing, Test and Trace transactions, products and services. Current services cut across a range of channels, and are delivered through a complex arrangement of in-house teams, partners and suppliers. This contract for Service Delivery will support the filling of capability gaps with teams, or individuals within teams, who will work alongside existing teams to deliver our ambitions for this next phase of Test and Trace. This will be through the delivery of outcomes based on user needs and meeting government service standards. We anticipate suppliers may need to support 4-5 projects running at any one time, however, each project may not require a full complement of Service Delivery capabilities. Suppliers will need to be capable of supporting a range of projects from inception through to live, though we do not expect suppliers to do the technical development work. Statements of Work will specify outcomes and problems to be solved. Who Are the Users Everyone has a role to play in breaking the chains of COVID-19 transmission, protecting the public’s health and enabling people to return towards a more normal way of life. Within Test and Trace, our high-level users and needs include: - The general public – who need to behave in a way that can keep themselves, their families and their communities safe - Users of Test and Trace services – who need easy and convenient access to services, who need to find out as early as possible if they have exposed/been exposed to the virus so they can self-isolate to stop further transmission - Those providing testing and tracing services, guidance and support at local, regional and national levels – who need to be empowered and enabled to deliver excellent service to the public - Those designing policy and service – who need fast access to data and insight, and short feedback loops, so they can target and tailor to increase effectiveness and responsiveness of design Existing Team You will work with internal Test and Trace, DHSC, PHE, and NHSD staff from a range of disciplines, including architecture, security, policy, user experience, service design, finance and commercial. The successful supplier will be expected to collaborate or work with other suppliers who are providing capabilities as part of a team. Current Phase Not applicable Skills & Experience • Demonstrate end-to-end delivery of high quality services in a public or third sector environment • Evidence of agile development and delivery using CI/CD techniques • Demonstrable experience designing services using user-centred design methodologies • Experience moving a product successfully through different lifecycle phases • Proven experience working collaboratively in a complex, multi-vendor environment Nice to Haves • Provide insight, structure, guidance and support to delivery programmes (including digital delivery) • Advocate for the importance of agile, iterative and user-focused delivery, as set out in the Government Service Manual • Proven experience prioritising user needs (using qualitative and quantitative data) with the team and incorporating user needs Work Location For the duration of restrictions on movement due to COVID-19, all teams are expected to work and collaborate remotely. Working Arrangments A Statement of Work will be completed, which will identify expected working arrangements, and outline the outcomes and deliverables expected for each engagement. Expenses will not form part of the cost unless the Statement of Work specifies non-remote working (e.g. for user research activity). We anticipate a maximum of 4-5 concurrent engagements at any one time. Security Clearance NHS T&T requires all supplier staff to have baseline personnel security standard clearance (BPSS). There may be a requirement for some of the work to require security clearance checks, where this is needed it will be detailed in the Statement of Work. Additional T&Cs Expenses must be pre-agreed and comply with DFE Travel and Subsistence Policy. For each SoW issued under this contract, the supplier is obligated to undertake the relevant security and criminal checks as determined by NHS T&T, with the Buyer having sole discretion over the acceptance of Supplier Staff who will be performing the activities in the SoW. Suppliers must comply with the General Data Protection Regulation (GDPR) May 2018; the Data Protection Act (DPA) 2018, the Law Enforcement Directive and any subsequent amendments/changes to date. No. of Suppliers to Evaluate 5 Proposal Criteria • Demonstrable delivery of products and services to government service standards across digital and non-digital channels • Evidence of ability to deliver using agile methodology in environments where digital maturity varies • Delivery of digital services/products using each of the service delivery capabilities • Demonstrate ability to scale and be flexible in deploying to meet organisational needs • Evidence of approach used to make complex and technical (inc. clinical) concepts and language simple and accessible for non-technical audiences Cultural Fit Criteria • Experience of championing and coaching for agile delivery beyond digital teams - inc within policy and operational environments • Experience of effective collaboration with multiple stakeholders and suppliers to achieve a single objective. We seek evidence of an inclusive approach and collaboration with practical mechanisms suggested to achieve this. • Experience of transferring knowledge to and building capability of permanent staff within a client organisation • Understands how to be part of a multidisciplinary, agile service team in a programme with high levels of interdependency between workstreams 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.