Service Delivery Capability

Tender description

Why the Work is Being Done We are looking for Service Delivery Capability to work alongside our in-house digital teams and other suppliers, working with us to build digital services, as part of department's digital transformation of services, user needs and in line with government service standards. Specifically focussing on leading, managing and developing teams, products and communications, suppliers will need to be capable of supporting a range of projects from inception through to live, delivering projects for; - Teachers - Parents - Students - Education advisors - School administrators - People that deliver children’s services - DfE staff We anticipate 5-8 projects at any time. Problem to Be Solved Supporting a range of user led digital projects in the North West and North East of England, from inception through to live, the Transformation and Digital team are looking for a supplier to work with blended teams to deliver outcomes based on user needs and government service standards. We anticipate 5-8 projects running at any time, however, each project may not require a full compliment of Service Delivery capabilities. Who Are the Users - Teachers - Parents - Students - Education advisors - School administrators - People that deliver children’s services - DfE staff For example, As a school leader I need to know more about funding opportunities so that my school can apply for relevant grants As a parent, I need to understand how to apply for financial support for my child As a student, I need to know how to apply for financial support for my myself As a Social Worker I want to spend more time directly supporting children and families so that I can offer an improved service As a Senior Responsible Officer for a project, I need agile capability to provide delivery management, remove blockers to progress and monitor teams I need agile coaching to establish and embed an agile environment required for optimal delivery Early Market Engagement Work Already Done Existing Team You will work with internal DfE staff from a range of disciplines, including architecture, security, policy, user experience, service design, finance and commercial . There is currently no incumbent for the Service Delivery capability in the North West or the North East of England. 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 Work Location The primary base will be detailed in each Statement of Work (SoW) and expenses will not form part of the cost unless the supplier is asked to work from a secondary location instead during the execution of the work relating to the SoW. e.g. If SoW primary base is in Manchester then no expenses will be paid for Manchester. This contract is to cover North West and North East England, primary bases for this capability is likely to be Manchester, Sheffield & Darlington. Travel may be required to other DfE offices nationwide. Working Arrangments A Statement of Work will be completed, which will identify the base location, the expected working arrangements, and outline the outcomes and deliverables expected for each engagement. The existing DfE digital team comprises of lead roles in Product and Delivery Management and User Research, as well as stakeholders from our finance, HR and legal services teams. To improve DfE internal capability, build and support the applications/services, knowledge transfer back into DfE will be a requirement for each work package. We anticipate a maximum of 5-8 concurrent engagements at any one time. Security Clearance DfE 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 Standard Framework and Call Off Terms and Conditions. Expenses must be pre-agreed and comply with CCS Travel and Subsistence Policy. Any expenses shall be submitted in line with DfE standard T&S policy. Primary work location stated in SoW will not attract expenses. Contract and Vendor Management will form a key part of governance and suppliers will be expected to co-operate in a manner that fosters healthy working relationships and quality delivery. Suppliers must provide sufficient guarantees to meet the requirements of GDPR in line with Procurement Policy Note 03/17 Changes to Data Protection Legislation & General Data Protection Regulation Skills & Experience Provide high-level directional service delivery across the digital portfolio Demonstrate working knowledge and understanding of agile methodology and the application through the delivery process Evidence of recommendation of changes to new and existing digital services Manage the full product lifecycles inc business analysis, user research, design, delivery and the continuous improvement of one or more transactional services or platforms Illustrate the ability to develop and deliver communication plans for services/products which engages users across many channels Proven experience of working closely with other suppliers/teams on rapid prototyping and delivering at pace Experience taking products and services successfully through different phases of the delivery lifecycle and assessment process. Nice to Haves Provide insight, structure, guidance and support to digital delivery programmes, 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 No. of Suppliers to Evaluate 5 Proposal Criteria Demonstrate understanding and ability to deliver digital products and services to government service standards Working with teams to understand their work, their operating context and constraints and identify & implement adaptations/improvements Delivery of digital services/products using each of the service delivery capabilities Demonstrate scalability, flexibility, deployment, skills and strengths of accessible capabilities Ability to communicate effectively across organisational, technical and political boundaries, understanding the context Makes complex and technical information and language simple and accessible for non-technical audiences Cultural Fit Criteria Establish a culture of service and continuous improvement in all teams Reinforce a strong Service Delivery based culture Experience of working with an organisation at the beginning of an agile culture change Experience of working with multi-vendor teams across multiple projects Experience of collaboration with multiple organisational stakeholders with the aim to achieve a single objective. Experience of transferring knowledge to permanent staff within a client organisation Understands how to be part of a multidisciplinary, agile service team Able to explain technical things to non-technical people, and non-technical things to technical people Payment Approach Capped time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 55% Cultural fit 20% Price 25% Questions from Suppliers No questions have been answered yet Budget range budget approval is subject to cabinet office spending controls, service assessments and dfe governance. a pipeline of activity is foreseen over the next 24 months, with an indicative budget against the requirements for this capability being £1.5m, but that scope could expand or contract. each sow will outline the work required and the associated budget, suppliers will need to provide clear costs to enable tracking. dfe does not commit to any minimum or maximum spend at this point.