HMCTS User Experience/Research Services

Tender description

Why the Work is Being Done HMCTS Reform, Crime Programme is a change programme to enable HMCTS, the Crown Prosecution Service (CPS) and other Criminal Justice System (CJS) agencies to be more efficient and deliver an improved service. For the first time, criminal case information will be kept together in one place. The Crime Programme is part of a wider portfolio of change being delivered by HMCTS under the HMCTS Reform Portfolio, affecting services across all courts jurisdictions. Current CJS services are typically supported by paper and hard media based processes which are expensive, subject to frequent delay and sometimes confusing to citizens without legal training. The crime programme is designed to develop efficient, proportionate and accessible digital services and ensure the work of the CPS and HMCTS is managed and delivered via appropriate modern channels. Problem to Be Solved HMCTS Reform, Crime Programme is designed to develop efficient, proportionate and accessible digital services to enable access to justice via appropriate modern channels. The Common Platform is an increment based delivery programme using a blend of Agile and Waterfall methodology. The work will entail delivering excellent User Experience design services. The programme requires its new applications to be designed to deliver an optimal user experience. These services might include such elements as UI design, usability and accessibility development optimisation and user research. Who Are the Users 1) As a citizen, view and track my case and plea online, be alerted to changes and for the case to proceed efficiently. 2) As a prosecutor, understand case evidence to ascertain likelihood of a successful prosecution. 3) As a defence practitioner, understand the evidence of a case to best advise my client. 4) As a HMCTS admin, manage the delivery of justice services so the process is delivered efficiently. 5) As a member of judiciary, access all relevant information so that I can make a judgement 6) As a prosecuting agency, submit evidence to provide HMCTS with relevant information. Early Market Engagement Work Already Done The Crime Programme is established and has been running for a number of years. We have multiple services already live on the platform including a citizen facing service in the form of online plea for relatively minor cases and initial case working function which enables single justice procedure cases to be handled within magistrates and crown court. The focus over the contract period is to deliver the full court capability which will enable the decommissioning of most current legacy systems that support the criminal justice service of today. Existing Team The exisiting team consists of UX designers/User Researchers/Content Designers and a Practice Lead who provide UX Capability Service for Criminal Justice System Common Platform Programme in accordance with GDS Agile methodology. The content-design & UX resource-model service supports teams and product owners to deliver to user needs and feedback on an Agile project life-cycle from discovery to live. The UX team are included in the Design phase of the programme and are also required to support the Delivery teams in refinement. Current Phase Not applicable Work Location Primarily Southern House, Wellesley Grove, Croydon CR0 1XN. (Although occasional visits to other locations may be required.) Working Arrangments The Service is being delivered against GDS Service Manual using a Scaled Agile Framework (SAFe). SoWs are issued to define development outcomes of each project phase, typically spanning three to six months. The team are required to work with onsite teams at the base location working a five-day week. For work performed at non-base locations outside London (outside of the M25), reasonable travel and expenses costs shall be met according to in the MoJ travel and subsistence policy. All expenses require prior approval from HMCTS before being reimbursed. Security Clearance All supplier resources must Baseline Personnel Security Check (BPSS) clearance which must be dated within three months of the start date. See https://www.gov.uk/government/publications/government-baseline-personnel-security-standard for further guidance. Additional T&Cs The initial Statement-of-Work(SOW) will be Time & Materials but the Buyer reserves the right in the contract to use alternative payment mechanisms such as Fixed-Price or Capped-T&M for future SOWs. Suppliers shall provide transparency to the Buyer on the rates paid to resources & any third-parties in the supply-chain on request. Expenses shall be submitted in line with the MOJ Standard T&S, policy and agreed in advance of expenditure. Supplier shall provide Liability-Insurance & Professional-Indemnity as detailed in the contract. Suppliers must provide resources within a 2-week notice period with the necessary skills to minimise impact on delivery. Skills & Experience Provide_demonstrable evidence of experience providing UX capability within a fast-paced,multi-functional agile team; maintaining an organizational wide priority on user-centered design practices&principles,balanced against technical demands/constraints&delivery timescales. Provide_evidence of communicative skills, working with all stakeholders, gathering and interpreting UX/UR feedback and communicating to technical/non-technical audiences. Provide_evidence how your User Researcher has recruited appropriate end users and how they check the validity/accuracy/benefit of that research and how this is fed into current/future designs. Provide_evidence of planning, creating and maintaining enterprise-focused design artefacts in terms of defined benefits. Provide_evidence of using digital tools to effectively provide deliverables and communicate to teams, to include but is not limited to: Sketch or Axure;GDS prototyping;JIRA/Confluence;Audio-video recording/editing software Provide_evidence of producing quality documentation, to include but is not limited to: UR recruitment specifications/discussion guides , Research plans/findings , User journey maps, Low-fidelity sketches , High-fidelity wireframes/prototypes Provide_evidence of leading and owning the designs throughout their lifecycle. Demonstrate taking responsibility for the approval process for any design changes and supporting the delivery teams. Demonstrate_your Practice Lead has experience of working with different User Experience disciplines, eg a User Researcher, UX/Content Designer and how they will manage the team to optimise resource utilisation. Demonstrate_your PL has experience of designing and communicating design standards, guides and tools drawing on best practices. Provide_evidence your PL and UX team has experience in building a culture of continuous delivery and improvement, ensuring quality artefacts are produced/maintained and improved throughout the UX/UR lifecycle. Demonstrate_your PL & UX team has experience in proactively identifying & resolving design issues and mitigating challenges prior to development to optimise delivery and improve content in design-led solutions. Nice to Haves Proven experience of working within Domain Driven Design Proven experience working with the Digital by Default service standard. No. of Suppliers to Evaluate 5 Proposal Criteria Explain_your_approach/methodology for a flexible UX design_model_within_an_agile methodology across the entire SDLC that defines design_standards & meets our requirements_&_explain how lessons_learnt shall be applied for improvement whilst maintaining GDS/wider industry_patterns(8%) Explain how your UX/UR team will identify,avoid&manage the challenges faced producing user-led designs and improve content/user journeys within the gov.uk structure or industry standard_and_how lessons-learnt shall be applied to this_project(10%) Explain how you’ll implement SOW001 & manage the transition-period to ensure you capture relevant knowledge, onboard resources & maintain velocity to deliver outputs within timescales detailed in the SOW &cite_any_risks_and_mitigation_actions(5%) Describe how you will measure&manage, quality&speed of UX teams and individuals for continuous improvement throughout the contract including how you meet the supplier outputs/targets for every SOW over the contract_life(8%) Explain how your PL will lead the UXteam&tackle difficult issues ensuring quality deliverables are achieved within timescales&explain how they’ll communicate_challenges_to_relevant_stakeholders.Use_an_example_of_how_ strong_client_facing_skills_has_been_used_to_tackle_conflicting/difficult_issue(8%) Explain how your PL will work with your UX resource,other Practice-Leads,delivery-teams&senior-stakeholders to develop & deliver an effective Strategy & Plan to ensure a high-quality-service is achieved in challenging timescales(5%) Explain how the proposed team will meet our requirements. Provide_CV’s of named-individuals (junior- senior) demonstrating experience working in agile-multi-vendor teams&confirm minimum-experience required, if proposing alternative resourcing approach provide same information(5%) Provide three referenceable client focussed case studies where your company has provided the desired UX service capability; identify the proposed team member(s) from Q7 that were part of the delivery_team(5%) Explain your method for attracting/recruiting&maintaining high quality appropriately skilled researchers&designers into HMCTS in-line with the 2-week notice-period. Explain what internal processes you’ll undertake to ensure the delivery-team matches our requirements(3%) Explain_your_Value Proposition (VP); including how you’ll sustain pricing within changing market conditions, how the proposal offers value-for-money/generate savings & how any discounts shall be linked to volume and/or duration-based discounts(3%) Cultural Fit Criteria Describe your approach for working with multi-vendor teams across multiple projects at different locations including how you’ll maximise value added by co-locating with other disciplines during initial launch set up,mobilisation/transition-period(2%) Please_explain_how_you_will_ensure_collaboration at all levels of the project and programme delivery between users, team members, and management. Give examples of how you will maximise the value from collaboration in the SOW(2%) Please explain how you would maintain a no-blame culture and encourage people to learn from their mistakes; provide examples of where this has been used(1%) Payment Approach Time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers Budget range the target day rate range for ux resources is between £600-£650 per day, and under £825 for the ux practice lead. pricing will be evaluated out of 35% and pricing submission documents will be issued to suppliers who pass round 1. suppliers will be evaluated as per dos criteria. the initial statement-of-work and roadmap is available upon request. it is recommended that interested parties request this document.