HMCTS Civil, Family and Tribunal User Experience Service

Tender description

Summary of the work Managed UX Service, delivering programme outcomes to timescales, budget and GDS standards, including: • High-level service designs • Planning and carrying out user research, translating findings • Designing service content and interactions, from wireframes to code prototypes • Scoping, planning, delivering, documenting work Supporting the development of in-house UX capability Expected Contract Length 24 months with option to extend for further 25% as per DOS terms. Latest start date Monday 31 May 2021 Budget Range The budget range for year 1 of the contract is between £2.5m and £3m increasing to circa £5m for the full 24 month period. Budget ranges for the extension period will be agreed if required. HMCTS does not guarantee volume or duration of work for the winning bidder. 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. Why the Work is Being Done The HMCTS Reform Programme is responsible for delivering the future HMCTS operating model through a portfolio of programmes aimed at delivering pioneering judicial services that better serve the public. The Reform Programme includes modernising the court estate, utilising the latest technology to digitise services where appropriate, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and providing much improved services for users, especially vulnerable witnesses and victims. The Reform Programme includes the CFT Programme, which aims, with its partners, to transform the Civil, Family and Tribunals jurisdictions through the design and delivery of new digital services. These digital services are being developed within a coherent architecture which maximises reuse, and to support the resolution of Civil, Family and Tribunal cases fairly and speedily, providing new routes to justice that fulfil the ambition of an ‘online court’. Problem to Be Solved HMCTS’ Reform Programme includes the CFT Programme (Civil, Family and Tribunal) which is designed to develop efficient, proportionate and accessible services that provide people with access to justice via their channel of choice and that works for all users. HMCTS is seeking a managed service provider to ensure that high quality service design, interaction design, content design and user research is carried out which puts users at the heart of service development to deliver services that are simple, easy to use and comply with GDS design principles. Who Are the Users • Citizens –These infrequent users are typically experiencing major life events such as divorce or bereavement (probate), are appealing decisions by organisations about immigration, asylum and benefits, are bringing an employment tribunal case, or are claiming against another party for money owed or damages. For some services, citizen users may include businesses and charities. • External professionals - such as solicitors, intermediaries and other legal representatives acting on behalf of their clients, local authorities or government departments. • Internal HMCTS staff – such as case workers, customer contact centre support workers, legal operations, finance, administration. • Judicial users – such as judges, magistrates and their staff. Work Already Done The CFT Programme has been running for several years and has delivered improvements to the legal process for all users. There are several inflight projects that are scheduled to deliver in the next 24 months which will deliver the full capability of the Programme’s plans. The digital services are being developed with a common capability approach; building common features and components once for all services, using a consistent design system, sharing understanding of users and their needs, maximising reuse of design patterns and reducing duplication of design effort. Existing Team The existing team work in four squads with a practice lead to provide UX Capability for the CFT 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. This capability is currently supplied by several suppliers which will be replaced with this contract. Current Phase Not applicable Skills & Experience • Experience of providing service design, interaction (UX/UI) design, content design and user research capability at scale within large organisations. Experience of working alongside and supporting in-house design and research capabilities. • Experience of providing user-centred design and research capability, delivering consistent, reusable designs and research insight at pace within a fast-moving, large-scale, complex transformation programme operating a multi-vendor, multi-disciplinary environment • Experience of assuring the quality of design and research deliverables, outcomes and people - including remedial action. Experience of building services that meet GDS standard at alpha and beta assessment. • Experience of working collaboratively in multi-disciplinary agile teams and communities of practice. Experience of engaging stakeholders and users in the research and design process; ensuring the whole team actively participates. Nice to Haves • Ethical design and research. Experience of an ethical approach to researching and designing digital services for users dealing with highly emotional and complex subjects and situations • Inclusive design and research. Experience of inclusive design and research; building services that anyone can use across their channels of choice Work Location Primarily London and remote working (post pandemic) Working Arrangments HMCTS services are built to government service standards using a Scaled Agile Framework (SAFe). SoWs will be issued to define the development outcomes of each project phase and typically span three to six months. The supplier’s team will be required to work at the base location working a five-day week. For any work performed at a non-base location and outside London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Security Clearance All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. For further guidance see: https://www.gov.uk/government/publications/government-baseline-personnel-security-standard Additional T&Cs The initial Statement-of-Work (SOW) will be Capped Time & Materials but the Buyer reserves the right to use alternative payment mechanisms as per DOS contract for future SOWs. Suppliers shall provide transparency to the Buyer on the rates paid to resources and any third-parties in the supply-chain on request to enable MOJ full visibility of charges and costs including overheads and profit-margin in an auditable form. There will be a 4-week transition period working in conjunction with existing service providers. HMCTS Reform use a monthly project performance dashboard to measure Supplier performance and to agree rectification plans where appropriate. No. of Suppliers to Evaluate 5 Proposal Criteria • Explain how you would provide user-centred design capability across each of the roles, including how you would manage your people on-site and ensure they are successfully transitioned into teams • Explain proposed delivery approach, including how you would capture clear deliverables, monitor progress and take accountability for delivering on time, to budget and to standard (use case studies and examples). • Explain how you would manage the transition process from existing suppliers, ensuring relevant knowledge is captured and shared in teams and programmes whilst maintaining velocity • How would you manage stakeholders and support/influence HMCTS’ transformation approach. Give examples of how you have successfully dealt with difficult issues, blockers and other conflicts to avoid impacting delivery. • Explain how you would attract and retain quality practitioners and the internal processes you would put in place to review and ensure their work and behaviour meets requirements. • Case Studies. Please include two case studies of previous work undertaken providing UX services to organisations similar to HMCTS in size and/or operation. Cultural Fit Criteria • Explain how you would demonstrate the value of user research, user-centred design and evidence-based decision-making which supports access to justice by putting the user at the heart of service development. • Explain how you would develop and share good practice and processes, including how you would support HMCTS to develop its in-house user-centred design and research capability Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers No questions have been answered yet.