NHS Test and Trace Service Design Capability

Tender description

Summary of the work NHS Test and Trace require a Service Design capability to work alongside in-house teams and suppliers. Working with blended teams to deliver outcomes based on data and user needs, the contract will support capability gaps within the scope of User Experience and Design capability in DOS until end FY 21/22 Specialist role Designer Expected Contract Length 7 Months Latest start date Monday 2 August 2021 Who Speclialist Work With You will work with existing teams and people in NHS Test and Trace, Department of Health and Social Care, Public Health England and NHS Digital from a range of Digital, Data and Technology professions as well as colleagues from policy, finance, commercial and legal. You will work most closely with our user research professions and our user-centred design specialisms, as well as product management, delivery management, and those in service operations. The successful supplier will be expected to collaborate or work with other suppliers who are providing capabilities as part of a team. What Specialists Work On We are looking for Service Design capability, to work at pace alongside our in-house teams and other suppliers, to deliver outcomes that meet user needs and government service standards. The contract will support capability gaps across the Customer Experience division – specifically those capabilities within the scope of the User Experience and Design capability in DOS (https://www.gov.uk/guidance/digital-outcomes-and-specialists-digital-outcomes-capabilities#user-experience-and-design ) – until the end of FY 21/22. Skills & Experience • Provide evidence of using service design to frame whole problems for users and facilitating design thinking through workshops with users, industry bodies, senior leaders and other stakeholders. • Provide evidence of designing end-to-end services across a range of on-line and off-line channels for participants who are digitally excluded or have access needs. • Provide evidence of communicating service concepts and ideas using methods that allow others to see all the different parts of a service. • Provide evidence of integrating service design with other disciplines; user research, content design, product, business analysis, data analytics, behavioural insight, clinical and policy, to deliver end-to-end services in challenging circumstances. • Provide evidence of prioritising the understanding of user needs and behaviour to underpin and drive design decisions. • Provide evidence of analysing failure within a service and identifying root causes which can be resolved or documented for future learning. • Provide evidence of designing and developing a service through an iterative, user-centered approach informed by user research and data analytics. • Provide evidence of designing accessible and compliant services that met Web Content Accessibility Guidelines (WCAG) 2.1. • Experience of working in partnership with both in-house teams and other suppliers to achieve a shared outcome Nice to Haves • Demonstrable and recent (within the last 2 years) experience of recruiting a diverse workforce and promoting a supportive and inclusive culture. • Demonstrable and recent (within the last 2 years) experience of proving the benefits of a user-led approach in a deadline-driven environment, effectively communicating and influencing decisions with stakeholders and partners. • Evidence of experience with the GOV.UK and NHS design systems. • Evidence of designing services for under-represented groups. 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 5-6 concurrent engagements at any one time. Security Clearance NHS Test and Trace 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 NHS Test and Trace Travel and Subsistence Policy. For each Statement of Work issued under this contract, the supplier is obligated to undertake the relevant security and criminal checks as determined by NHS Test and Trace, with the Buyer having sole discretion over the acceptance of Supplier Staff who will be performing the activities in the Statement of Work. 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 Specialists to Evaluate 5 Cultural Fit Criteria • Evidence of dissecting and delivering complex and technical (or clinical) information and making language simple and accessible for non-technical audiences. • Evidence of supporting a strong User Experience, Research and Design based culture of service and continuous improvement. • Experience of working with multi-vendor teams and understanding of how to be part of a multidisciplinary, agile service team. • 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. • Evidence of integrating into a partner organisation's existing ways of working ensuring a healthy working culture. Assessment Method • Reference • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers No questions have been answered yet.