DEXP2 London Borough of Newham Digital Experience Phase 2 Discovery & Business Case

Tender description

Summary of the work Newham council require a team with a proven track record within Local Authorities to run discovery workshops and develop a robust business case for the Digital Experience Programme Phase 2. A link to the full specification document can be found here: https://www.newham.gov.uk/downloads/file/4780/lbn-digital-phase-2-business-case-tender-sepcification Expected Contract Length 9-15 weeks Latest start date Monday 5 September 2022 Budget Range It is estimated that the work can be delivered within the budget range of £75,000 to £95,000. Why the Work is Being Done The successful consultancy will develop an overall organisation-wide vision, programme and blueprint for digital experience, carry out a strategic discovery across the specified projects, and gather the relevant supporting information and data that build an overall programme business case. Some of the projects, where rich data is not readily available, will require a high-level discovery analysis, to provide indicative figures for the business case and evidence the value of more detailed exploration. There are 4 project themes in scope for the overall programme business case, each containing a number of proposed projects. There are 16 projects in total, full details can be found in the full specification document. 1. User experience of our web services Developing and enhancing our online and back office processes with residents in mind to ensure high quality, seamless experiences that work for all. Understanding how data integrated into resident facing platforms can improve the customer journey. 2. Digital discovery projects Identifying new opportunities for digital front-door, self-service transactions and the prevention of failure demand and complaints. 3. Integrated case management Developing more robust digital processes to manage and track casework through the organisation. 4. Engagement & outreach Enhancing our engagement and co-design ambitions with residents. Problem to Be Solved Please review our tender specification document which details the full work request, before submitting bids. A link to the document can be found here: https://www.newham.gov.uk/downloads/file/4780/lbn-digital-phase-2-business-case-tender-sepcification A summary of the deliverables is as follows: 1. Develop an overall organisation-wide vision, programme and blueprint for digital experience. 2. Review digital enterprise architecture and provide a strategic and operational blueprint of the digital technologies stack. 3. Business case for the overall programme, including summary analysis findings for each of the projects listed in the specification document, categorisation of opportunities with levels of investment, recommended options and approach to delivery, RAID, delivery roadmap, benefits and return on investment, and a resource plan for the digital team on an ongoing and permanent basis. 4. Delivery plan showing resource effort and timescales. 5. Transfer of programme knowledge and data to the existing internal team. Who Are the Users Residents, officers, councillors and local businesses of the London Borough of Newham all use the council's online services. Key examples: - Access different online services (e.g. council tax, housing, environment, transport, parking permits etc.) and avoid the need to log-in to these different systems/portals with different account details - Access consistent processes and accessibility standards across a variety of micro-sites across numerous council services - Access a consistently branded and more intuitive cabinet web portal experience - Following a life changing event (e.g. first home, first child or first time in borough), access improved support content - Access new chatbot and live webchat support for a variety of services - Use MyNewham portal to update their details with new or changed information - Access a digital service (which may include a self-serve online offer) for typical high-volume call-types - Experience enhanced user journeys, supported by more robust data processes, to minimise failure demand and complaints - Use a variety of digital forms to provide data into the council's CRM system - Complete surveys for consultation and wider resident engagement through a consolidated platform - Log a complaint, FOI request or SAR that it is managed through one back-end CRM system Work Already Done The first phase implemented a new Content Management System (Jadu CMS) and redesigned the council’s website to introduce a more accessible, user friendly and mobile responsive user experience for residents. This was followed by the upgrade of the council’s Intranet platform (Sharepoint) and implementation of iCasework to manage Complaints, Member Enquiries and FOI requests. The final project in this first phase of Newham’s digital transformation journey delivered an upgrade to the CRM and ‘MyNewham’ account portal, through implementation of MS Dynamics 365 and PowerApps. Existing Team The existing team consists of the Head of Digital, Data and Digital Democracy, Digital Transformation Service Manager, Digital BA and Projects Lead, Digital Projects Officer. Current Phase Not started Skills & Experience • Demonstrable experience providing consultancy in a Local Authority and presenting to and engaging with senior stakeholders at board level (Directors, CEO) • Demonstrable experience of identifying savings as part of resident-facing digital transformation projects including quick wins and actionable roadmaps • Demonstrable experience of delivering digital discoveries, business cases, programme and resource plans within UK Local Government • Demonstrable experience of successfully providing business analysis on a high profile large scale digital programme with a wide range of stakeholder groups • Strong verbal, written and visual communication skills with the ability to proactively manage stakeholders and tailor to the needs of audience by collaborating on decisions • Demonstrable experience and knowledge in working with the Microsoft suite of digital technologies including Dynamics365 and PowerApps • Extensive experience of development of processes and business solutions, redesigning processes across multiple departments and functional teams to support effective operation and business change • Proven success at establishing and developing high standards of Customer Journey and Business Process Mapping • Demonstrable experience of research methodologies and data collection/analysis techniques for complex, high volume, citizen facing, transactional services • Proven success at establishing and developing high standards of Activity-based costing (current v future costs) • Demonstrable experience of carrying out research with a diverse mix of users including those with low digital literacy and assisted digital needs • Demonstrable experience of working successfully with incumbent legacy vendors and in-house ICT to support digital transformation • Proven success at establishing and developing high standards of Use Cases • Proven success at establishing and developing high standards of Estimation of financial benefits (i.e. as a result of digital channel shift) • Experience of advising on, and knowledge of, resident experience and channel access strategies • Extensive expertise of early project scoping, developing roadmaps and translating these into high-level themes, epics and user stories, maintaining/prioritising the product backlog • Ability to think creatively and articulate innovative ideas to solving complex business problems • Proven ability to work collaboratively at pace within a high profile pressurised delivery environment. • Extensive knowledge and experience of designing digital solutions for customers and advising on enterprise digital technical architecture • Experience of developing and advising on customer digital strategies and developing a programme vision Nice to Haves • Relevant qualifications in Business Analysis (BCS or similar) or Service Design, and have practical experience of leading large-scale Agile requirements work • Qualifications in business or enterprise technical architecture e.g. TOGAF, BIZBOK etc. • Have demonstrable experience of providing BA services responsible for benefits identification and management. • Previous experience in local government transformation programme • Strong experience of delivering projects in line with the Government Digital Service’s Design Principles and Digital Service Standard • Demonstrable experience of research methodologies: ethnography, open and closed card sorting, multivariate testing • Strong understanding of the approach other local authorities are taking with digital and of the benefits this provides • Strong understanding of user experience across digital products Work Location Mixed approach of on-site and remote working. On-site address for specific activities or attendance of workshops: - Newham Dockside Office, Royal Albert, London Borough of Newham (nearest station Royal Albert DLR) - Other council offices in the borough (if required) Working Arrangments Work within usual office hours, primarily working remotely but there may be requirements to be on site for some meetings and workshops. Weekly progress meetings and monthly written highlight report. No. of Suppliers to Evaluate 4 Proposal Criteria • Approach and methodology (40%) • Value for money and Investment Opportunity (15%) • How the approach or solution meets Newham's strategic objectives (15%) • Team structure and Governance Arrangements (10%) • Estimated timeframes for the work (10%) • Risk and Issues management and mitigation (10%) Cultural Fit Criteria • Able to build trust and credibility • Open and transparent • Collaborative approach to decision making • Take responsibility for their work • Deliver quality outputs and timely • Establish a strong analysis based culture • Experience of collaboration with multiple organisational stakeholders with the aim to achieve a single objective. • Ability to transfer knowledge to permanent staff within client organisation • Ability to explain technical things to non-technical people, and non-technical things to technical people. • Proven ablility to deploy an effective team with the required experience to hit the ground running at the required date • Demonstrable experience of working with users and stakeholders at all levels in complex political environments • Abililty to express controversial views, confront reality, make tough decisions, question actions inconsistent with group behaviours, being candid about progress/estimates Payment Approach Fixed price Assessment Method • Work history • Reference • Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Is there an incumbent supplier that delivered phase one, if so who was the supplier? Jadu modernised the council’s main website www.newham.gov.uk eBecs (DXC) modernised the MyNewham account, corporate Customer Management System and associated online transactions using Microsoft Dynamics365 (D365).iCasework implemented the system for managing Complaints, Members Enquiries and Freedom of Information Requests. Konsolute implemented the Newham Intranet. 2. In regard to – 1. Develop an overall organisation-wide vision, programme and blueprint for digital experience. How many departments are there? There are currently 7 directorates within Newham, which are as follows:• Adults & Health• Children & Young People• Environment & sustainable Transport• Inclusive Economy & Housing• People, Policy & Performance• Resources• OneSource* (IT, Finance, HR, Legal, Procurement)*Externally provided shared services but staff are located within the same head office and GALThere are numerous services within each directorate. We envisage the initial engagement to be at a directorate level, involving conversations with Directors, Heads of Service and Service Managers. 3. In regard to – 1. Develop an overall organisation-wide vision, programme and blueprint for digital experience.How many stakeholders are there?Are they all internal and relatively easy to access? Key stakeholder groups to engage are:• CMT (Corporate Management Team)• DMT (Directorate Management Team)• Service Managers and Heads Of Service• Members• ICT• Resident Experience (Customer Services)• Comms (Digital Web Team)Most stakeholders are internal but externally it's important to consider the residents.In terms of accessing stakeholder groups, we are currently preparing our key stakeholders for initial engagement with the successful supplier in early September. A list of key contacts will be provided at the on-boarding stage and the initial meetings will be booked in the respective calendars in advance for early September. 4. How many Personas have been identified to date in the different projects / web service user experiences? We have identified 6 key personas which have been developed through user research with a number of Newham residents across previous projects. The persona pack can be found here: https://www.newham.gov.uk/downloads/file/4831/newham-digital-experience-personas 5. What would be the hopes and fears on the outcome of this Discovery Phase 2 work? The outcomes of this strategic discovery and business case development work (rather than hopes and fears) are defined in detail in our full tender specification document, which you can access here: https://www.newham.gov.uk/downloads/file/4780/lbn-digital-phase-2-business-case-tender-sepcificationAlongside the business cases our deliverables also include developing a strategic vision and blueprint for our digital services, in the hope that we have a coherent approach to our future digital transformation that works towards a unified user experience across our digital estate, and not end up with a list of separate digital projects that could potentially use different technologies and provide a fragmented experience for residents.