Case Summarisation Tool

Description

Pre-market engagement We’ve spoken to several suppliers who are involved in building stand-alone tools and/or offer services delivering them into organisations. We’ve done some internal scoping of a potential ‘summarisation’ tool and we’ve drawn up some technical designs demonstrating how the architecture should work. But we are looking for the right solution and not just one that fits with our existing plans. Work done so far We’ve completed research and requirements gathering for certain features with internal colleagues (caseworkers) and we’ve worked with 3rd parties to explore what a summarisation tool might look like. We have also defined the HLD and LLDs for the summarisation tool and have started the development work with initial deployment into DEV completed. However, as much as we would want to expand on our existing foundations, we are keen and open to understand the range of options to meet our ambitions. Which phase the project is in Discovery Existing team Head of Digital Transformation –Sponsor and commissioner of the project and proposed transformational solution. Accountable for the business case with the responsibility to define the key project outcome and scope. Platform Owner - Empowered through delegated authority from the sponsor to build the vision, blueprint and roadmap for intelligent automation and artificial intelligence tools to enhance customer and employee journeys. Project Manager – Responsible for planning and driving the project delivery, as well as managing risks, issues, dependencies and tracking progress against scope, budget and time. Business Analyst - Applies Business Analysis Services to the project to translate business desires and vision into technical user stories that are understandable to developers. Customer Journey Owner – champion of the customer experience who aligns business processes, technology, and team efforts to deliver a seamless, engaging, and customer-centric journey. Machine Learning Lead - responsible for leading the team of data scientists, machine learning engineers to develop, implement and optimise machine learning models and solutions. Service Designer – responsible for creating and improving services to make them user-friendly, efficient, and aligned with the needs of both customers and the business. Chief Architect - responsible for guiding and overseeing the technical architecture of solutions developed by the supplier. They define the technical vision, guide architectural decisions, and ensure that the technology landscape is robust, scalable, and secure. Change Lead – responsible for ensuring organisational changes are effectively adopted and utilised by the organisation. Address where the work will be done Remotely and at Exchange Tower, London, E14 9SR. Working arrangements The supplier team will be required to come to the FOS offices in Exchange Tower, London, once a week. The agreed office day will be an opportunity for the supplier and FOS teams to meet in person for closer collaboration. The supplier will run daily stand-ups that will involve supplier dev team and some key FOS team members to ensure timely delivery. The supplier will produce status reports on a bi-weekly basis, that will be shared with FOS Transformation Senior Leaders. The supplier will attend and present in the Project Board meetings, and will be accountable for the technical delivery. The supplier will have to comply with the FOS Consultant Delivery framework and Software development Life Cycle (SDLC) that provide governance about delivery method, communication management, risk management, performance monitoring, key performance indicators, technical delivery approach and expected technical development standards and best practices. Provide more information about your security requirements: No security clearance needed Latest start date 2025-04-30 Enter the expected contract length: 9 months Special terms and conditions Provided within the order form to shortlisted suppliers, Are you prepared to show your budget details?: No Indicative maximum: n/a Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work We're building a modern Financial Ombudsman Service to better serve our customers, our people, and the Financial Services Sector. As part of our transformational programme, we are looking to implement new tools for our caseworkers which help them get to the heart of the complaint quicker - by using data from the case file combined with historical outcomes, and our knowledge base. We’ve recently built new data infrastructure which extracts and stores the unstructured data from our case files in a database – ready for consumption by tools delivering advanced analytics and AI use-cases. Building on that work, the new solution will provide caseworkers with a detailed summary of the complaint, with references to the relevant data in the specific case file, our historical outcomes on similar cases and our knowledge base. The summary should suggest to the user the key questions and evidence they should focus to reach a fair and reasonable opinion on the dispute. The solution is likely to use an LLM, powering Generative AI outputs, and it should meet the Ombudsman Service’s required standards for Data protection and privacy. We are looking for an agile development approach, with a user-centred design, to accelerate innovation of the tool. This approach should include the provision of a Beta testing and Pilot phase for thorough testing and quality assurance checks before wider roll-out. The development approach should also allow for further iterations to be made easily to ensure the solution delivers on the expected benefit to increase caseworker productivity. Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done As part of the Financial Ombudsman Service’s continuous improvement journey, we are constantly challenging ourselves to look for new ways to serve our customers better; while ensuring we’re a financially sustainable and forward-thinking organisation, with the ability to predict and the agility to adapt to changing demands and new issues within the Financial Services sector. We want to improve the efficiency and timeliness of our service to customers. We plan to do this by developing tools to support our caseworkers, enabling them to see what a complaint is about and which factors they need to consider as soon as they pick up the file, and helping them to find the key information on a file and relevant know-how more quickly. We want to have the production-ready solution by 30th November 2025 at the latest. Suppliers should be available to start work by 30th April 2025. The business problem you need to solve As an informal alternative to the courts, we receive information and documents from complainants and financial businesses to explain and support their case on whether a fair outcome has been reached. Caseworkers presently need to review numerous documents on a case before they get an understanding of what the case is about. They then need to reference our knowledge repository (‘Discovery’ – built in SharePoint Online) to put the evidence in the context of the relevant law, rules and regulations and our historical approach to similar cases. We want to speed up the time it takes for our people to get to the heart of a case, enabling them to deliver fair outcome, quicker. In doing so we need to mitigate against information being summarised incorrectly or missed and ensure the new GenAI-powered solution provides an accurate summary and appropriate guidance on what to look at in more detail. The solution should also give the precise location of the original information in the casefile. We also need to ensure we take care of our customers’ data throughout the development process – so having an effective approach to protecting data as we build the tool is essential. First user type: Caseworker