Acas27285 - Acas Data Structure and Business Process Flows Digital Team

Description

Summary of work Acas require a multidisciplinary team to look at how we can most effectively keep our users updated and prompt them to take action to improve the user experience and reduce manual intervention. We require business process flows to be implemented and a phased approach to identification and implementation of the right user interface for our users. We also require data to be taken from a 3rd party (API already in place) and used to further prompt action Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is The Advisory, Conciliation and Arbitration Service (Acas) Why the work is being done Acas has been through a two year programme to integrate greater levels of automation within the individual dispute resolution (IDR) service. As part of this work they have addressed user needs to ensure the journey make sense and is accessible at the right point. This next phase is to use data to automate actions for both internal and external users and then build an interface which allows users to see the progress of their case and interact with their conciliator. This will include driving the integration of data from a 3rd party with an organisation still developing substantial elements of it's own case management processes. Improved user experience with fewer resources. The business problem Parties in dispute know where they are in the journey increasing user satisfaction and reducing stress by providing updates on the status of their case. Data, conciliator or user action can prompt the action of a user or conciliator to move the case forward. users will be satisfied with digital updates on progress and conciliator time can be spent on casework. users may be able to interact with the interface to supply information representatives with many cases will be able to see what is happening on each case and which conciliator is handling it. parties in dispute are 'nudged' into taking an action. The people who will use the product or service User type: User Definition: As a user I am concerned when I don't hear from my conciliator frequently and it leads to feelings of distress so I need to be able to assured that action is taking place and my case is moving forward. User type: Conciliator Definition: As a conciliator I need to spend my time resolving cases not providing updates to users which don't move the case forward. User type: Representative Definition: As a representative I need to be able to see which cases are live with Acas and their status and know which conciliator is handling which case. As a representative I need a system to have different levels of access control so me and my team can work across the same cases. User type: Organisation Definition: As an organisation we need to be able to spot patterns in demand to provide the best service possible. Any pre-market engagement done None Work done so far There has been a discovery into case status and business process flows identifying the need to utilise both mechanisms to achieve the best and most flexible outcomes. Acas has conducted an organisation wide service design project which identified the opportunity for a user interface, it has also completed a short discovery and an alpha phase called 'track your case online. Acas has an API in place to take data from the 3rd party. Which phase the project is in Discovery Existing team There is an experienced digital team within Acas and an experienced agile project delivery team. For this piece of work Acas would deploy a 1) product manager 2) product owner 3) associate delivery manager to work alongside and learn from the contractor 4) a user researcher to work alongside the UR for this project 5) some time from the Acas service designer but it is antiicpated that the team will be required to supply a service designer 6) A service owner 7) a programme coordinator 8) a content designer 9) an associate developer - Acas requires a supplier who can support the development of a new developer by involving them in delivery and provide mentoring The Acas team would be supplemented by support from 1) internal data lead and team 2) DDat director 3) head of digital 4) content design team 5) website product owner 6) Acas developers 7) head of content Address where the work will be done Acas, Windsor House, 50 Victoria street, London, SW1H 0TL, - base only - work can be in any location or hybrid Working arrangements The supplier team will work 37 hours per week during normal office hours. Acas will supply Office accounts and multi factor authentication to be used on supplier devices. The project will be remote with regular travel (up to 2 days a week) to London. Security and vetting requirements Baseline Personnel Security Standard (BPSS) Latest start date 5 June 2023 Expected contract length Contract length: 1 years 0 months 0 days Optional extension: 0 years 6 months 0 days Special terms and conditions special term or condition: All expenses must be pre-agreed between the parties and must comply with the Cabinet Office (CO) Travel and Subsistence (T&S) Policy. All vendors are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR and ensures the protection of the rights of data subjects. For further information please see the Information Commissioner's Office website https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/ Budget Indicative maximum: £1800000 Indicative minimum: The contract value is not specified by the buyer Further information: Estimate Business process flow mapping and implementation including integrating 3rd party data - up to £500k interface - Discovery - up to £50k Interface - alpha - up to £250k Interface - Beta - up to £700 interface - live - up to £300k At each phase the work will be subject to internal authorisation before progressing to the next stage. Contracted out service or supply of resource? Contracted out service: the off-payroll rules do not apply Terms and acronyms Term or acronym: IDR Definition: Individual Dispute Resolution Term or acronym: ECSO Definition: Early Conciliation Support officer Term or acronym: EC Definition: Early conciliation Term or acronym: ETS Definition: Employment Tribunal Service Term or acronym: RBAE Definition: Rules based allocation engine Questions and Clarifications 1. 1. You mention earlier Discoveries and an Alpha that have pre-empted this new project. Can you share copies of the reports for these please? 2. Do you currently have an external supplier involved (or been involved) in this project? 3. Please confirm the technology stack that would need to be taken into consideration for this project The documents will be shared at stage 2 of the process for those who get through. We currently have 3 suppliers working with us across related work who have developed the initial phases of this work We operate our case management system on Microsoft Dynamics Last Updated : <strong>04/04/2023</strong> 2. Can the authority please clarify for Qu.3 The proposed supplier team has a proven track record of service delivery within a service where there are legal constraints.. Please clarify, does this mean where we have delivered a service in a legal capacity or where we have delivered a service and the service had legal constraints, i.e. Policy This means experience of delivering in a service which is constrained by legislation which impacts on the way the service is able to be delivered. Last Updated : <strong>04/04/2023</strong> 3. Apart from the use of Dynamincs CRM, please share any other applications, technologies to be considered when preparing a response. Our current service is on MS Dynamics. We use Symphony as the front end platform which then feeds dynamics. Whilst we are not open to changing our CRM we will consider different technology stacks to deliver this piece of work Last Updated : <strong>04/04/2023</strong> 4. Please could you give clarification on the essential skills question 4 (the proposed supplier team has a proven track record of service delivery within a service where there are legal constraints) by specifying which legal constraints in particular you would like suppliers to demonstrate? Acas works within a primary legislative framework which means the ideal solution is sometimes not one that can be taken. We are looking for evidence of having worked in an environment which has this sort of constraint whilst meeting user need. Last Updated : <strong>05/04/2023</strong> 5. Just for clarification, can you advise if we are responding to Attachment 1 list of questions relating to Essential & Nice to have criteria, technical criteria, cultural fit criteria and social value criteria or are we responding to Attachment 3 which just covers just the Essential & Nice to have criteria for this phase . This is Stage 1: shortlisting. Provide your responses to the Essential and Nice-to-have criteria. Last Updated : <strong>05/04/2023</strong> 6. Regarding the question - “The proposed supplier team has a proven track record of service delivery within a service where there are legal constraints.” – Are there any specific legal constraints which are in consideration ? The role of Acas is contained in primary legislation – specifically within ETS 96 c.17 s18C(2) Last Updated : <strong>05/04/2023</strong>