DWP USS User Research

Tender description

About adding context and requirements test Which phase the project is in Not applicable Existing team The existing team consists of a business analyst, content designer and service managers. Address where the work will be done Manchester HUB 2 St Peter’s Square Manchester - M2 3AA or Peel Park ConManchester HUB 2 St Peter’s Square Manchester - M2 3AA or Peel Park Control Centre, Brunel Way, Blackpool, Lancashire - FY4 5ES Working arrangements Working arrangements will be a blend of remote working and working from the Manchester or Blackpool HUB site, you will spend roughly 40% of your time onsite and 60% at home. The supplier staff will keep project team hours in order to maximise knowledge transfer and integrate with the team: Monday to Friday based on hybrid working starting work by 9.30am, 7.5 hours per day + lunch time. All travel and subsistence will require prior approval. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Latest start date 2023-07-03 Enter the expected contract length: 3 months Extension period: 1 month and 15 days Are you prepared to show your budget details?: Yes Indicative maximum: 35100 Provide further information: The above max includes VAT and is based on the expected support needed for July to September Confirm if you require a contracted out service or supply of resource Supply of resource: the off-payroll rules may apply Summary of work User Researcher - Increase self-service and remove advice and guidance from channels currently supported by human intervention. As a User Researcher you will work independently to plan and carry out research for this project from preparation through to sharing of research outcomes. You will make use of the most appropriate research methods and tools to turn research insights into recommendations that align with the department's goals and/or delivery outcomes. You will also be responsible for communicating with the users and championing core research principles to team members. Finally, you will test high level and specific aspects of a service, presenting the research findings to help gain consensus and take action based on research finding. You will have the support of experienced User Researchers within the practice, but will be expected to lead within the scope of your work. Where the supplied staff will work North West England Why the work is being done Project team focussed on making improvements to the Digital chatbot increasing the topics available and introducing search for knowledge, aligned to Knowledge Management Style Guide, in line with the new principles put in place as part of recent Knowledge transformation activity. The project team will plan and define the scope of the work with priority on those topics that are most used or those that align with the higher incident generating services. Further activity will be driven to improve DWP end user self serve. You will be working as part of an internal multidisciplinary project team focussed on making improvements to the Digital chatbot increasing the topics available and introducing search for knowledge, aligned to Knowledge Management Style Guide, in line with the new principles put in place as part of recent Knowledge transformation activity. The project team will plan and define the scope of the work with priority on those topics that are most used or those that align with the higher incident generating services. Further activity will be driven to improve DWP end user self service including removing unnecessary contact and increasing adoption of chatbot and knowledge within the digital platform . The business problem you need to solve All DWP users have access to DWP place portal as a one stop place to request equipment and services, report IT related issues. DWP place includes Tech place which is the home for IT support services and knowledge, providing a seamless experience based on self-service. Users can browse knowledge articles, make a request. manage IT appointments and chat to Digi or report an incident. First user type: DWP Users Enter more details about this user type: All DWP users have access to DWP place portal as a one stop place to request equipment and services, report IT related issues. DWP place includes Tech place which is the home for IT support services and knowledge, providing a seamless experience based on self-service. Users can browse knowledge articles, make a request. manage IT appointments and chat to Digi or report an incident.