Digital Transformational Services

Tender description

Why the Work is Being Done The Digital Debt Service Project is supporting the Transformation of DWP's Debt Management (DM) origanisation. Currently within an Alpha Build Phase, the Project scope includes; - configuration and build of a new COTS package (FICO Debt Manager), for use by Debt Management Telephony Agents, and - an in-house build of a Citizen-Facing Portal The Project will move into a Private Beta phase in October 2020. Additionally, we are within a Discovery phase to consider a replacement solution for Debt Management’s Compensation Recovery Unit Team Problem to Be Solved The Project will; - Provide a new DM IT System, and support the enablement of a new DM Service that avoids the risk of recovery of money being lost or delayed. - Enable DM customers (including insurers, solicitors, and citizens) to manage their financial transactions and enquiries online, which they are unable to do this at present. An efficient, secure on-line self-service channel will meet this need, and will reduce resource intensive telephone contacts and incoming post. - Ensure DM better uses data through advanced analytics The CRU system is a replacement for an end-of-contract solution and digital transformation of this area. Who Are the Users As a Citizen: I need to be able to effectively manage my debts on-line or by telephone so that I can understand my debt and repay the money I owe to DWP. As an organisation: I need to ensure that digital services are built and iterated on real user needs, and I have the right people in my organisation to enable the digital transformation of Debt Management Early Market Engagement No Early Market Engagement has taken place. Work Already Done "Debt Management COTS Package delivery - currently within an Alpha Build phase Citizen Facing Portal delivery - currently within an Alpha Build phase Compensation Recovery Unit replacement - currently within a Discovery phase" Existing Team The COTS delivery is being delivered by two configuration squads, with Professional Service support from our Supplier, FICO There is one Citizen-Facing squad There is one CRU squad Current Phase Not applicable Work Location 2 St Peter's Square, Manchester, M2 3AA 2 Anchorage Quay, Salford, M5 2YJ Working Arrangments Resources required on-site 5 days/week, co-locating, collaborating and working flexibly between the Manchester and Salford sites. There may also be a requirement to travel to Newcastle (Compensation-Recovery-Unit base) and Blackpool (Project-Change-Team base), but similarly to any digital site. A flexible approach will be agreed with the successful Supplier as each Statement of Work (SoW) is agreed throughout the life of the contract. Supplier will be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of locations specified will only be paid if agreed in advance and in line with DWP Travel and Subsistence policy. Security Clearance Your proposed delivery team members must have completed the HM Government Baseline Personnel Security Standard (BPSS) check and be eligible and prepared to undergo the clearance process to at least Security Check level. Additional T&Cs DWP is not seeking for Bidders to propose changes to the Supplementary T&Cs as part of the bid process, because DWP is not seeking to negotiate or deviate from these terms. Furthermore, in reference to pricing - suppliers must provide a Rate Card for all of the defined roles. Bids must be on a T&M basis, however different pricing models ranging from Fixed Price, T&M and Capped T&M may be used for SoW's. Skills & Experience A1: Experience in providing digital capabilities and capacity to support the development and delivery of a digital product/service 3.00% A2: Must be able to supply a Delivery Team, available at the DWP required location(s) and subject to BPSS clearance, from 1 April 2020 2.00% A3: Have immediate capacity to supply Front End Developers with experience of writing HTML, CSS and JavaScript/Node/Angular (JS) within continuous delivery and within a software engineering environment 1.25% A4: Have immediate capacity to supply Test Engineer/QA Testers with experience of both automation testing and manual testing, across browsers, devices and assistive technologies 1.25% A5: Have immediate capacity to supply Content Designers with exemplary spelling/grammar, experience of writing/editing, using style guides/plain English - and can use data and user research to inform Content decisions A6: Have immediate capacity to supply Product Owner/Managers who have a deep understanding/significant experience of product management techniques to develop qualitative/quantitative recommendations, and to evaluate/solve problems creatively 1.25% A7: Have immediate capacity to supply Interaction Design resources who have experience in sketching, prototyping and iterative design 1.25% A8: Have immediate caoacity to supply User Researchers who can design, conduct and analyse user research unsing a range of techniques, for example one-to-one interviews or usability tests 1.25% A9: Have immediate capacity to supply Service Designers with significant experience of developing designs based on user needs and organisational outcomes, to ensure the business vision is met 1.25% A10: Have immediate capacity to supply Agile Delivery Managers who are accountable for team performance, help overcome blockers, ensuring delivery of products and services within an Agile Sprint lifecycle 1.25% A11: Have immediate capacity to supply Business Analysts who are key to delivering Project change, experienced in elicitation methods including running workshops, interviews, focus groups, within an Agile environment 1.25% A12: Have immediate capacity to supply Test Leads to provide leadership for Test Engineering teams, having knowledge/experience of testing principles, tools, delivery methodologies and able to define test strategies 1.25% A13: Have immediate capacity to supply Solution Architect resources who will be responsible for supporting the design, development, delivery and maintenance of IT products and services 1.25% A14: Have immediate capacity to supply ETL Developers to design/develop/test data ingest routines, complex workflows/mappings for structured/unstructured data. Translating user requirements and Data models into robust ETL solutions 1.25% A15: Have immediate capacity to supply BI Developers to design/build dashboards and reporting solutions to customer requirements, including structure of data for reporting requirements using dimensional or relational techniques 1.25% A16: Have immediate capacity to supply DevOps Engineers with responsibility for the design and implementation of applications' build, release, deployment and configuration activities 1.25% Nice to Haves B1: Delivering digital solutions to Government Digital Service (GDS) standards 0.50% B2: Experience of working within the Public Sector 0.50% B3: Evidence of resources that have existing SC clearance that will support the speeding-up of on-boarding teams 0.50% No. of Suppliers to Evaluate 3 Proposal Criteria C1: Experience of your resources delivering significant change through an Agile Project Lifecycle, maintaining delivery focus and accountability. Explain how your resources will apply this expertise to benefit DWP 6.00% C2: Describe the team who will be doing the work and their specific skills/experience in relation to the delivery of digital services 6.00% C3: Provide evidence of adoption to/alignment with a customer's methodology and approach, offering suggestions for improvement using lessons learnt 6.00% C4: Explain your capability to stand-up a team from Contract Award date, managing resource scaling with related timeframes, managing staff rotation, managing attrition and managing under-performance 6.00% C5: Explain your ability to gain, at pace a detailed understanding of the solution to allow ongoing support and development 6.00% C6: How will you ensure that continual knowledge and skills transfer to the DWP team, embedding an approach to building individual and team digital capability 6.00% Cultural Fit Criteria D1: Work as a blended team with out organisation and other suppliers, able to take direction within a DWP team 2.50% D2: Experience of successful collaborative working as part of a large delivery team, sharing knowledge within the team. 2.50% Payment Approach Time and materials Assessment Method Case study Reference Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers No questions have been answered yet Budget range contract expected to be up to 2yrs. indicative budget £2.9m.