CMA Public Gateway and other Digital Services

Tender description

Summary of the work The Competition and Markets Authority requires development and testing services. To develop the CRM Public Gateway (CPG) and Report a Whistleblower (RAW) projects, separate digital reporting services to be hosted on GOV.UK. The supplier is to simultaneously deliver the CPG and RAW projects by April 2022 and December 2021, respectively. Expected Contract Length 2 Years Latest start date Friday 8 October 2021 Budget Range £148-150K Why the Work is Being Done The CMA are seeking to enhance the General Enquiries (GE) service by providing members of the public with an additional communication channel when reporting competition and consumer issues. Problem to Be Solved CRM Public Gateway CMA seeks to assist members of the public (Enquirer) with enquiries about consumer and competition issues (General Enquiries) and to gather intelligence about any issues to inform their pipeline. CMA implemented a Customer Relations Management (CRM Dynamics 365) solution as the enquiries management system for the GE in February 2021. With the completion of the CRM project and the increase in enquiries relating to the pandemic settling into a sustained increase in general contact levels, we need to establish a single, digital reporting service that enquirers can use to report all issues to the CMA, not just relating to the pandemic. Make a whistleblower report The Specialist Intelligence Unit (SIU) has had senior steer that the CMA should be looking to provide a dedicated contact route for whistleblowers. This is because of the additional sensitivities associated with reporting on one’s own employer, and partly because the CMA is a ‘prescribed person’ which gives it additional responsibilities towards whistleblowers – the CMA should be alerting complainants to the protections that they are entitled to under employment law and giving them some sort of steer on whether we can take their case forward. Who Are the Users We have so far identified a number of users, and undertaken preliminary research as part of this project, and our previous COVID-19 reporting form project - the identification of these unmet user needs is a key reason for these new projects. This is early research and will need validation and exploration as part of the user research in both the public gateway and whistleblowing projects. We are aware that additional needs and users will need to be identified as part of any discovery work. CRM Public Gateway: The main users of the digital reporting service are: • Individual members of the public and business representatives who have a consumer related issue they are trying to find a resolution. • CMA Frontline Delivery staff need to able to interrogate information, analyse and make an informed decision Make a Whistleblower Report: The main users of the digital reporting service are: • Employees of organisations who to wish to pass on information to the CMA concerning wrongdoing • CMA Specialist Intelligence Unit need to review and report (Department for Business, Energy & Industrial Strategy BEIS) on the enquiry data received by the whistleblower. Work Already Done CRM Public Gateway • Conducted workshops with internal users (Frontline Delivery Teams) to help us understand the business needs • User research undertaken as part of the COVID-19 reporting project identified a number of needs that this service is now seeking to meet. This included interviews with MOPs and business representatives. Make a whistleblower report • The new reporting service will seek to address user needs/pain points identified in the User Research workshops carried out with Protect UK and our Behavioral Analysis team • Workshops with internal users have helped us understand what our internal users need Existing Team For both projects, the Supplier will be working with a team that currently consists of: A Product Manager, Project Manager, Business Analyst, Service Transition Lead, Senior Directors, CMA Web Publishing Team, and End User representatives from key business areas. In addition, by the time the appointed supplier starts the team will have been supplemented by a user researcher supplied by other 3rd parties. Current Phase Discovery Skills & Experience • Demonstrable and recent (within the last 2 years) experience of building services to meet the Government’s Service Standard (GDS) (3.5%). • Demonstrable and recent (within the last 2 years) experience of delivering digital solutions that meet Level AA of Web Content Accessibility Guidelines (WCAG) 2.1 (3.5%) • Demonstrable and recent (within the last 2 years) experience of designing services that meet both user needs and business objectives (3.5%). • Demonstrable and recent (within the last 2 years) experience of applying relevant user-centred design methodologies across all phases of development (3.5%) • Producing both end user manual and technical configuration documentation to support business continuity (3.5%). • Provide Examples of delivering bespoke HTML forms using Ruby on Rails, docker containers, SQL, .NET, C#, visual studio, Azure, SharePoint online, Microsoft Dynamics 365, Nintex, and Power Apps (3.5%). • Examples where supplier has provided development resources that have worked with UX & Test resources from other suppliers and delivered solutions with data capture and workflow components (7%). • Give examples where the Supplier has worked on projects simultaneously using agile methodologies to successfully deliver different outputs (3.5%). • Provide examples where the Supplier has provided development resources that have integrated with the client’s project team (3.5%). • Fully evidence comprehensive and detailed capped time/materials pricing and methodology for all resource/roles rates, materials and expenses, both off and on-rate card, and how it provides value for money. (7%) • It is a requirement, if applicable that the Potential Provider is required to assist the Authority in determining their Employment Status for Tax in accordance with the HMRC IR35 regulation. • The authority advises it will not be able to take forward Suppliers falling within the scope of IR35 for these services. Nice to Haves • Provide examples where the Supplier has provided development resources that have worked with UX and test resources from other suppliers • Give examples where the Supplier has worked on projects that have delivered solutions with data capture and workflow components Work Location Due to the COVID-19 pandemic the project team and OIM staff are currently working remotely with meetings taking place via Microsoft Teams. Any supplier resources must also be able to work remotely. From September 2021 it is expected that the project team and OIM staff will spend at least three days a week at the CMA’s offices at The Cabot, 25 Cabot Square, London, E14 4QZ. From that point supplier resources may also be co-located onsite. Working Arrangments Client-side delivery and engagement with the Supplier will be provided by the CMA Project Manager who will provide the Supplier interface to key stakeholders within the CMA, OIM, BEIS and GDS. Security Clearance BPSS check completed by contract start date. Additional T&Cs All expenses must be pre-agreed and must comply with the CMA Travel and Subsistence Policy. All vendors are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR and ensures the protection of the rights of data subjects. For further information please see the Information Commissioner's Office website https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/ * The 3 Shortlisted Suppliers will be required to complete a GDPR/Data handling questionnaire prior to the 2nd phase of evaluation, as part of their proposal. This will be provided at notification stage. No. of Suppliers to Evaluate 3 Proposal Criteria • Understanding of the requirement – Please provide examples showing your understanding of the goals and deliverables required (3.5%). • Approach and methodology – Please provide examples that demonstrate a strong understanding of agile and core principles and how these were applied to successfully deliver development projects (3.5%). • Understanding of CMA technologies, how supplier will ensure that the solution will be developed in-line with current CMA technology stack outlined in Annex B reusing existing technologies where appropriate (10.5%) • Fully evidence comprehensive and detailed capped time/materials pricing and methodology for all resource/roles rates, materials and expenses, both off and on-rate card, and how it provides value for money. (7%) Cultural Fit Criteria • Have a culture of sharing and learning (3.5%) • Be transparent and collaborative when making decisions (3.5%) • Be comfortable challenging non-technical and technical decisions where they see value in an alternative approach (3.5) Payment Approach Capped time and materials Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers No questions have been answered yet.