DWP Service Modernisation: Customer Service Design

Tender description

Summary of the work DWP need a multi-disciplinary team to help deliver a strategic, cohesive and multi-channel customer service design which will modernise DWP services, operate our business efficiently and help customers get problems solved quickly and simply. Expected Contract Length 2 years, with shorter statement of work contracts issued during that time. Latest start date Tuesday 8 November 2022 Budget Range Up to £2 million (including VAT) over a 2 year period. Phase 1 Customer Service Design budget is up to £500,000 (including VAT). Why the Work is Being Done DWP is undergoing a transformation to modernise its services. This includes work to re-design our customer service model to better support customers, resolving issues first time and improving experiences for colleagues by organising more efficiently. The Service Modernisation Programme will modernise over 11 business lines, improving services for over 20million customers and changing the roles of in the region of over 13.5 thousand colleagues. DWP's immediate requirement is for a high level customer service design, with further potential requirements for work to design services over a period of 2 years. Problem to Be Solved We do not have a clear strategic, multi-channel customer service design for how we engage with our customers, and how they engage with us. Many calls to DWP are not 'once and done', half are made by a small percentage of customers, and most of our services do not provide self-serve options for simple transactions. This can result in a confusing, often duplicative experience for our customers, with multiple hand-offs causing organisational inefficiencies, and no clear co-ordinated strategic design against which we can design our future service delivery model and develop future job roles and capabilities for our people. Who Are the Users As a DWP customer I need to get help with my problem the first time I contact DWP about it, only needing a person to interact with me when I need assistance, so that I have a clear resolution and understanding of next steps, without needing to contact DWP multiple times. As DWP customer service agent, I need to have the knowledge, tools and technology available to me to help resolve complex issues for customers first time. So that I avoid hand-offs to other colleagues, have job satisfaction with opportunity to learn and develop, and make best use of my time. Work Already Done Pre-discovery work has been completed to research current issues /frame the problem. This work has also identified a potential new customer service model (combined tiered and collaborative swarming), along with a view of the multi-disciplinary team needed to work on the high level design. Pre-discovery work will be shared with short listed suppliers. Suppliers will be expected to work with colleagues outside of Service Modernisation to understand and align with other strategic service design initiatives. DWP has work underway outside the Service Modernisation Programme to develop the Department's Target Operating Model, which this works also needs to align with. Existing Team Service Modernisation (SM) Team: Initially an immediate team of 2, the main colleagues the suppliers will work with, which are part of a wider programme's core people and organisational design team. The team will expand/contract as the work matures and suitable resources are required. The Programme has around 130 colleagues. User-centred design (outside of the SM Team): Team of 3 Service Designers - understand and maintain alignment with wider strategic initiatives related to service mapping and service design. DWP Business Strategy - who are developing the Department's Target Operating Model. DWP People, Capability and Place - DWP's people functions. Current Phase Discovery Skills & Experience • Please provide demonstrable experience of designing and delivering tiered models (including self-service) of customer – centred services for large scale organisations with multiple lines of business. • Please provide demonstrable experience of designing and delivering collaborative swarming models of customer-centred services for large scale organisations with multiple lines of business. • Please confirm you have immediate capacity to supply experienced skills (3+ years) in service design, large scale customer service design and organisation design to deliver customer and business value. • Please provide demonstrable evidence/experience of skills (3+ years) in service design, large scale customer service design and organisation design to deliver customer and business value. • Please confirm you have immediate capacity to supply experienced skills (3+ years) in business analysis, change and adoption to understand and deliver organisation design to align with Target Operating Model. • Please provide demonstrable evidence/experience of skills (3+ years) in business analysis, change and adoption to understand and deliver organisation design to align with Target Operating Model. • Please confirm you have immediate capacity to supply subject matter expertise skills (5+ years) in customer service design in large, complex organisations. • Please provide demonstrable evidence/experience of subject matter expertise skills (5+ years) in customer service design in large, complex organisations. • Please provide demonstrable experience of your organisation being subject matter experts in customer service design for large complex organisations. • Please provide demonstrable experience of your use of user-centred design approaches for user research, problem framing and designing user journeys and services. • Please provide demonstrable experience of defining and delivering channel strategy for customer services. • Please provide demonstrable experience of organisational re-design, including experience of testing organisation designs before implementation. Nice to Haves • Understanding and experience of working with public sector organisations. • Have demonstrable experience of collaborative working with client's in house team including knowledge sharing. • Have demonstrable experience of scaling up or scaling down as needed in response to the work. Work Location Flexibility on location, as team is not based at a single site together. There will be an option to work from DWP hub including London, Newcastle, Manchester, Leeds, Sheffield, Blackpool, Birmingham with some travel between sites as needed. Remote working on some days is accepted. Working Arrangments Hybrid Working: On-site work is likely to be for around 2 days per week on average for meetings / collaboration, with remote working on other days. Some flexibility is preferred depending on activities required to deliver the work. The Service Design Team that these requirements relate to will report into the Programme Service Design Lead, who reports to the Deputy Director for Service Transformation accountable for this work. These are both DWP staff. Security Clearance BPSS- minimum security clearance Additional T&Cs DWP Policies and Standards No. of Suppliers to Evaluate 5 Proposal Criteria • The proposed team has the ability needed to design and deliver customer service models for large-scale organisations. (3 points) • The proposed team has the ability needed to define an omni-channel strategy. (3 points) • The proposed team must be conversant in the process required in successful organisation re-design and change. (2 points) • The proposed team has the ability needed to meet DWP’s requirements for a project to redesign the customer service model. (12 points) • Explain how the supplier can ensure they meet DWP’s requirements to supply Service Design skills. ( 3 points) • Explain how the supplier can ensure they meet DWP’s requirements to supply Customer Service subject matter expertise. (1 point) • Explain how the supplier can ensure they meet DWP’s requirements to supply experienced Business Architecture and Business Analysis skills. (1 point) • Explain how the supplier can ensure they meet DWP’s requirements to supply experienced Change & Adoption skills. (1 point) • Explain how the supplier can ensure they meet DWP’s requirements to supply experienced User Research skills. (1 point) • Explain how the supplier can ensure they meet DWP’s requirements to supply experienced Delivery Lead skills. (1 point) • Explain how the supplier will deliver user-centred design and design thinking expertise, and apply best-practice methods and approaches. ( 1 point) • Describe how the supplier will establish availability of skilled resource within the supplier organisation. (1 point) • Social Value. (10 points) Cultural Fit Criteria • Seeks to establish that suppliers are capable of working as a blended team with colleagues from DWP, and any other suppliers.(4points) • Seeks to establish that approaches and methods to transfer knowledge enable DWP to learn from supplier’s expertise. (4 points) • Seeks to establish that suppliers have a no-blame listening culture and encourage people to learn from their mistakes. (4 points) • Seeks to establish suppliers have a diverse and inclusive recruitment process to ensure teams are able to reflect the diverse nature of the civil service and our customers. (4 points) • Understand and be sensitive to the human aspect of change culture in the public sector and the impact on colleagues. (4 points ) Payment Approach Time and materials Assessment Method • Case study • Work history • Presentation Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers No questions have been answered yet.