SERVICE DESIGN AND CUSTOMER EXPERIENCE

Tender description

Summary of the work To design and complete the project Discovery phase, including undertaking user research, target operational model impact assessment and provide input into the proposed approach to deliver the Alpha and Beta phases. Expected Contract Length 10 weeks for discovery, subsequent work is dependant on the outcome of discovery Latest start date Friday 24 February 2023 Budget Range Capped at £250k To understand the future budget expectations suppliers are requested to submit estimated costs (with a % tolerance) for Alpha and Beta and also Public Beta support post go-live. Refined estimates and costs for Alpha and Beta are expected to be developed through Discovery and funding for those phases awarded in line with supplier proposals and performance. Why the Work is Being Done The CAA Executive Committee have confirmed that improving CAAs’ service provision and performance is a strategic priority for FY22/23 and beyond.  As an organisation the CAA has been reviewing its service offering for a number of years, however whilst various attempts have been made to improve service delivery, the lack of an overarching CAA customer experience strategy has constrained the organisation’s ability to make co-ordinated progress and achieve the ‘One CAA’ ambition for our services. Problem to Be Solved The lack of a cross CAA customer experience strategy and framework has led to the development of organically grown legacy services which remain reliant on resource intensive, high cost, inefficient processes (e.g., receiving an application via email, printing it out then scanning it back in), with the customer being required to complete the ‘heavy lifting’ to achieve an outcome. Across the CAA departments specify their own delivery timescales, reporting standards and SLAs (Service Level Agreement) resulting in disjointed customer experiences which frustrates customers and leads to complaints, an increasing number of which are being addressed to the Secretary of State for Transport. This project will prove the benefits of taking a customer experience approach to improve existing services in need of transformation rather than new, greenfield sites. Working with a partner, using knowledge gained from successful projects as well as developing a CAA customer experience strategy and framework, we want to demonstrate both dramatic improvements in customer experience and significant reductions in operating costs. In addition, we need to develop the first iteration of CX reporting plus a toolkit. Who Are the Users In this phase the users are Aviation Security team who are accountable for security vetting staff Aviation Security Training team who are accountable for auditing and ensuring the quality of security training regulations and packages Consumers and Markets colleagues who look after the ATOL process. In addition, Teleperformance (outsource contact centre service provider) A list of user groups has been identified and they will need to be consulted as part of the Discovery phase and the result from the consultation needs to be included as part of the findings and potential solutions proposed to increase reporting. Early Market Engagement None has taken place to date – however there is a wide amount of interest in this topic and other organisations are keen to see improvements in reporting in this area. Work Already Done None has taken place to date – however there is a wide amount of interest in this topic and other organisations are keen to see improvements in reporting in this area. Existing Team Executive Sponsor Product Owner/ CAA Customer Experience and Service Design Lead Project Manager 2 x Subject Maatter Experts Senior Business Analyst CAA COO Finance – Procurement Specialist Current Phase Discovery Skills & Experience • Proven experience of delivering Discovery phase in line with GDS Service Standard. • Have proven experience of delivering public facing online services with a positive user experience • Be able to demonstrable commitment to working alongside CAA staff to handover knowledge throughout the project. • Experience of delivering projects with a UK regulatory body • How the approach or solution meets user and other stakeholder needs • The proposed approach and methodology • Estimated timeframes for the work to meet the legislative deadline • How risks and dependencies have been identified and proposed approaches to manage them Nice to Haves Experience of working with Aviation organisations Work Location Aviation House (Gatwick) Gatwick Airport South West Sussex RH6 0YR Working Arrangments Based on current assumptions, the Strategic Partner is not required in the office full time, however they may be occasions that face to face meetings at the CAA offices are required which will be dependant on specific delivery requirements. Security Clearance In line with CAA processes, SC level clearance is required. Additional T&Cs The CAA reserves the right to cancel the contract with 4 weeks’ notice (break clause) without cause. No. of Suppliers to Evaluate 4 Proposal Criteria • Implementation of CX Framework • Track Record of Discovery • Familiarity of GDS Framework • Information collaboration & management • Understanding requirements • Team & Methodology Cultural Fit Criteria • Demonstrate that their proposed team have experience in similar projects • Have a successful and proven track records of providing Agile delivery • Have experience of working as a team with our (or similar) organisation and other suppliers • Have experience of transparent and collaborative decision making • Have experience of taking responsibility for their work and resolving problems effectively • Have experience of sharing approach, knowledge and skills with other team members and with the department by example Payment Approach Capped time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers No questions have been answered yet.