RM1043.8-1-NHS ENGLAND - Wayfinder Design Team

Tender description

Pre-market engagement Market engagement was not completed at the outset of this procurement. However it has for the overall Wayfinder programme. Work done so far Wayfinder has already delivered Phase 1 and Phase 2 functionality through 6 Patient Engagement Portal providers and is in the process of onboarding additional PEP providers alongside progressing delivery against the Phase 3 Roadmap and considering items for Phase 4 and beyond. Which phase the project is in Beta Existing team See attached Address where the work will be done Remote. The existing management team are Leeds based. Working arrangements The supplier staff will be working very closely with NHSE and other supplier teams to maximise knowledge transfer and will be required to participate in a number of programme forums including: checkpoints, stand-ups, Sprint planning sessions, End of Sprint Reviews, Delivery Board and Programme Board. The work pattern will be Monday-Friday, 7.5 hours per day Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements (optional): All Supplier Staff shall be subject to pre-employment checks that include, as a minimum: • verification of identity; • employment history; • unspent criminal convictions; and • right to work, as detailed in the HMG Baseline Personnel Security Standard (https://www.gov.uk/government/publications/government-baseline-personnel-security-standard), as may be amended or replaced by the Government from time to time. In this role the Suppliers staff are not expected or required to access Patient Confidential data. Latest start date 2024-01-01 Enter the expected contract length: 1 year, 3 months Special terms and conditions 1. All outputs will be owned by NHS England and published openly where appropriate using a suitable open license that supports reuse (e.g., MIT and OGL). 2. All materials/outputs derived from the contract shall be the property of NHS England. 3. GDPR requirements will be discussed and agreed once the successful supplier has been notified (as part of discussions to agree the wording of the call-off contract). Are you prepared to show your budget details?: Yes Indicative maximum: 1800000 Indicative minimum: 1500000 Confirm if you require a contracted out service or supply of resource Supply of resource: the off-payroll rules may apply Summary of work The Wayfinder programme are seeking provision of a user research and design capability to complete end to end feature discovery and evaluation, making recommendations on scope, and providing design input to ongoing technical design, development and solutions assurance as features are progressed into the live service. Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done The NHS wants to put health and care in patient’s and carer’s hands by enabling access to appointments, repeat prescriptions, personal health information, health advice, messages, and notifications, and more through the NHS App for greater convenience and choice, essentially making the NHS App the digital front door to the NHS. Solid foundations are already in place. The NHS App has more than 32 million individuals signed up and there are approximately 800m visits to nhs.uk each year. No other single NHS service can reach this many people so quickly or effectively. The Wayfinder programme support this by enabling and empowering patients and carers to take greater control of their experience of elective care - improving outcomes, personalising care, and improving NHS productivity and efficiency. The programme achieves this through development of the capability for people to access, validate and amend additional information about secondary care referrals and appointments, via the NHS App, and pointing them towards information and services that reduce the negative impact of any longer waits for appointments. The business problem you need to solve Work to date has enabled the following core functions: • View all secondary appointments in one place. • Book, change and cancel appointments. • Access support and guidance information. • Provide details of a single point of contact. • Access clinic outcome letters and documents • Receive messaging and notifications about appointments and referrals. • Allow completion of questionnaires. A new request under the Mobile First programme (with its aim of reducing Winter Pressure for 23/24 and beyond) seeks to extend this with increased functionality available to more PEPs, bringing more Trusts within the Wayfinder programme and enhancing existing functionality. The outcomes Wayfinder aims to achieve as part of the Mobile First agenda are to: • deliver additional functionality to allow patients to digitally access information regarding their care pathway. • increase the coverage of functionality for patients who can access their care through Wayfinder. • deliver functionality that expands patient choice options. First user type: Patients - Carers Enter more details about this user type: Wayfinder is intended to be used by patients and carers via the NHS App. It is currently used for secondary care referrals and outpatient appointments across non specialist Acute Trusts however the reach is being extended out to cover other appointment types e.g., inpatients and day cases, specialities e.g., Orthopaedics and Ophthalmology and in the future, it is envisaged that coverage could be further expanded to include primary care, pharmacy, mental health, community care, public health, and screening. Delivering user value is at the core of the Buyer’s development approach and in line with product development standards and procedures end users are expected to be closely involved in any significant maintenance and transformation activity. Clinicians, health care professionals including administrative staff, patients, carers, and Patient Engagement Portal suppliers are all expected to be participants in research. Trust representatives for secondary care providers including both Acute and Specialists as well as clinicians, health care professionals and Patient Engagement Portal suppliers are all expected to be consulted on scope. Questions and Clarifications 1. Can you confirm if we are permitted to use images and exhibits within our response at this stage? Bidders are expected to stay within the max 750 characters including spaces Last Updated: 26 October 2023, 11:25 2. Please can you confirm the required date to start work is 01/01/2024? We anticipate the contract to start around the 19th of December Last Updated: 24 October 2023, 15:59 3. Is previous experience of designing Mobile Apps is advantageous Yes that would be helpful as this about presentation of data via the NHS APP Last Updated: 20 October 2023, 10:50 4. Please can you advise if the authority would be willing to accept a dual bid on this tender Whilst the authority wouldn’t reject a dual bid, we would want to be assured that there are clear lines of responsibility and accountability for both parties Last Updated: 20 October 2023, 10:49 5. What does the acronym PEP stand for please PEP stands for - Patient Engagement Portal Last Updated: 20 October 2023, 09:10 6. Can the authority please confirm if suppliers are able to leverage resources from a) based outside of the UK (OPEC checked as required) and or b) resources landed and working in the UK but on assignment (OPEC checked as required) In answer to a) Suppliers cannot use resources based outside of the UK. In answer to b) Suppliers can use resources that will be based in and working from the UK. Last Updated: 20 October 2023, 09:09 7. Can the authority please confirm that a price submission is due only once suppliers are shortlisted Pricing submission is is only required for bidders shortlisted to stage 2 Last Updated: 20 October 2023, 09:06 8. May we respectfully request a 2-week extension due to the October Half Term Apologies but we can not accommodate an extension Last Updated: 20 October 2023, 09:05 9. Please can you clarify if the 750 character count limit is per question Yes - it is 750 character limit per question Last Updated: 20 October 2023, 09:04 10. Could you please confirm if you are expecting suppliers to respond to questions in the standard way, i.e. with one or more examples to evidence the required point/s (rather than with direct responses) The responses should answer the questions in the best format that will demonstrate capability and competence Last Updated: 17 October 2023, 16:19 11. Are staff required to be UK-based Yes - staff are required to be UK based. Last Updated: 17 October 2023, 16:17 12. Please can you confirm the purpose of the "minimum" budget. Is that just to guide suppliers as to your expected team cost, or does that mean that at stage you will disqualify suppliers who bid lower than that value Commercial scoring will apply at stage 2, Stage 1 will be evaluated on Essential skills and Nice to have criteria. The budget amount is not a target but we are expecting competitive submission within the advertised budget range. This will be assessed at stage 2 Last Updated: 17 October 2023, 16:11 13. Please can you confirm the purpose of the "minimum" budget. Is that just to guide suppliers as to your expected team cost, or does that mean that at stage you will disqualify suppliers who bid lower than that value Commercial scoring will apply at stage 2, Stage 1 will be evaluated on Essential skills and Nice to have criteria. The budget amount is not a target but we are expecting competitive submission within the advertised budget range. This will be assessed at stage 2 Last Updated: 17 October 2023, 16:11 14. Document 3 appears to only permit a single 750 character response for all questions. We assume we can duplicate this per question Yes DOS portal permits 750 characters response to each question Last Updated: 17 October 2023, 16:09 15. Document 1 page 10 mentioned four additional methods of assessment (for stage 2). Please can you clarify how/where these will be scored as the document already gives weights for all other elements. There will be no additional assessment methods, they were selected as optional Last Updated: 17 October 2023, 16:08 16. What technology stack is in use, and/or will be in use for this contract? This procurement is about research and service design, there will be no requirements for bidders to develop any solutions. Last Updated: 17 October 2023, 16:07 17. In the ‘Attachment 1 SOR’ document, under the ‘Technical Questions’, question 2 states: “The Summary section provides an initial Road Map / Backlog List of features as part of the scope of this contract.” Please confirm where this “summary” is as we are unable to identify it. (P.S.: We appreciate that these ‘Technical Questions’ will not apply unless we are shortlisted to Stage 2; however we want to ensure we understand the full scope of the opportunity to ensure that we properly understand and can meet your requirements). The programme is currently developing features for Phase 3 and this work will continue into the final quarter of FY 23/24 completing research and design on Day Case Appointments, Inpatient cases, Linked Appointments and support for Specialist Trusts such as Mental Health and Community services. The Roadmap for phase 4 which will be for features to be delivered in FY24/25 has not been set yet, part of this support will be to continue the work on setting and agreeing feature developments and relative priorities for Phase 4. Last Updated: 17 October 2023, 16:06 18. Please confirm the specific DDaT roles that you are likely to require of the supplier for this contract Bidders are expected to resource a Design Team that would utilise the following DDaT roles: Lead User Researcher, Senior User Researcher, Senior Content Designer, Senior Graphic/Interaction Designer, Senior Service Designer, potentially a Delivery Manager and /or Product Manager. Last Updated: 17 October 2023, 16:05 19. In the ‘Attachment 1 SOR’ document, under the ‘Existing Team’ section it states “see attached”; however, no attachment has been provided. Can you share the missing attachment documenting the existing team please? Bidders are being asked to put forward a Design Team that will be expected to work tightly together as a blended team with both NHSE and other external suppliers resources and Commissioning Support Unit resources. Those other resources will have for example responsibility for delivery, development, communications, live service support and Trust engagement to support PEP procurements and deployments. NHSE will resource a management Cluster function that comprise the following roles: Deputy Director of Programmes, Assistant Director of Programmes, Head of Design, Head of Product and will also provide a Senior Product Manager and Business Analysis manager to support the Design Team. The organisational structure is in line with a new Operating Model that NHSE are putting in place. Not all posts intended to be filled by NHSE staff are currently filled, it is planned that the filling of posts for core substantive NHSE roles will have completed by April 2024, however there may be gaps where existing resources are not available and recruitment exercises to fill any substantive posts have not completed in which case the Buyer may look to the Supplier to fill those roles. Last Updated: 17 October 2023, 16:04 20. Do you already have an incumbent supplier providing the services required. If so, who are they please? And how long have they held the contract Yes - we have an incumbent supplier (BJSS) and they have supported phases 1 & 2 over the past 2 years. Last Updated: 17 October 2023, 16:02