Discovery for beta phase of NHS Improvement corporate website.

Description

Summary of the work Discovery phase for NHS Improvement’s corporate website, including mapping business requirements, users and needs, navigation, content, workflow and UX resulting in a report (and any other outputs) with actionable recommendations for enhancement and/or redevelopment of NHS Improvement corporate website. Expected Contract Length 10 - 12 weeks. Latest start date Thursday 1 March 2018 Budget Range The maximum procurement envelope is up to £85,000 ex VAT (subject to budget approval). Why the Work is Being Done NHS Improvement's corporate website went live at alpha stage with exceptional agreement by DH Digital and GDS not to undertake full discovery, and subject to the organisation submitting a proposal for discovery. We are committed to the website being developed in line with user needs and GDS standards, and are therefore keen to undertake full discovery to identify the primary users of the website and their needs to inform the next stage of development of the site's navigation, content and functionality. Problem to Be Solved The live Alpha of NHS Improvement's corporate website was developed before the organisation's operating model or business plan had been developed, so was a minimum viable product to meet the initial business requirements and some assumed basic user needs. As the organisation has matured, its business model and workflows have become more tangible, it is important that we now understand more about who the users of these services are and how the website does and should support staff at NHS trusts and foundation trusts in accessing our improvement and compliance services and support. Who Are the Users As Head of Digital Communications (HoC), I need to know who the users of our website are so we focus development efforts and digital strategy around better serving them. As HoC, I need insight into users' experience of our website, so I can understand which areas are performing well and areas to prioritise for improvement in the next phase of development. As NHSI staff, I need the website to support me to meet user-focused requirements, so that I can ensure uptake of the support I offer trusts. NB: Identifying website-users and scoping their needs is part of the Discovery-phase. Early Market Engagement None. Work Already Done The existing website is at live Alpha, with an additional component (Improvement Hub) that is live. We are open to this Discovery either informing further enhancements to a Beta version of the site and/or resulting in recommendations that form a digital pipeline of new features or products. Existing Team The website content is managed by the Digital Communications team of four people. There is currently no Product Manager or other key digital roles assigned to the website, with support and maintenance delivered by a third party supplier under a wider contract managed by Tech & Data (IT). The supplier will primarily work with the Head of Digital Communications and Deputy Director of Corporate Communications, but there will be a wider product team including representatives from across key areas of the business including Tech & Data to ensure outputs of discovery will meet business requirements. Current Phase Discovery Skills & Experience • Experience of scoping, defining and delivering discovery phase for corporate websites of public sector organisations (20 points) • Able to draw upon appropriate skills mix to inform discovery including UX, agile PM, audience-mapping (personas, needs/user stories, user journeys), user research, user insight, analytics, visual design etc. (20 points) • Able to develop a discovery report/output/recommends that can easily be developed into a backlog for Alpha (either as enhancements to existing website or as new development requirements) (15 points) • Able to draw upon wide variety of methods in order to develop a robust understanding of users and their needs (15 points) • Experience of passing discovery phase of GDS assessments and able to advise and make recommendations on scope and approach based on this experience (10 points) • Experience of presenting digital findings and insights to a non-technical audience, including senior managers (10 points) • Experience of agile product development (5 points) • Understanding of the NHS, its structure and current opportunities and challenges (5 points) Nice to Haves • Demonstrable detailed knowledge of the NHS, and specifically providers (NHS trusts and NHS foundation trusts) • Experience/knowledge using Wagtail CMS • Experience of passing all phases of GDS assessments for a corporate website Work Location NHS Improvement, Wellington House, 133-155 Waterloo Road, London SE1 8UG. Members of the Supplier team shall be on-site as required and agreed with the Head of Digital Communications. Remote working will be assumed except for agreed activity such as kick-off and planning meetings, Show and Tells and interviews/workshops. Some travel to other NHSI offices and to NHS trust sites may be required. Working Arrangments The supplier team will be responsible for project managing and delivering the project, reporting into the Head of Digital Communications who will act as product owner. The supplier team will host four agile ceremonies (daily stand-ups, Show-&-Tell review, Retrospective and Sprint planning) which will be mandatory for the Supplier staff/team. The supplier team will need to be able to provide or procure the skills mix and resources required to deliver the discovery report/outputs. Travel expenses will not be reimbursed for travel to London office or other London locations - these should be accounted for in day rates Security Clearance Security clearance is not required. Additional T&Cs Additional terms around IPR shall be incorporated into the call-off contract. No. of Suppliers to Evaluate 4 Proposal Criteria • Approach, methodology and evidence of relevant past work as detailed in suppliers' proposal (including examples of previous work) and references (20 points) • Relevance, appropriateness and quality of solution approach outlined in the presentation/demo (20 points) • A minimum of two examples of previous relevent discovery reports (20 points) • Team structure, experience and mobilisation time (including roles and example CVs of typical resources) (15 points) • Answers to questions during the interview/presentation stage (10 points) • Demonstration of depth of understanding of our requirement (10 points) • Evidence of successful working in blended teams with clients and other suppliers (10 points) • Value for money, assessed on the basis of a like-for-like comparison of a costed resource profile which shortlisted suppliers will return as part of their proposal (15 points) Cultural Fit Criteria • Work as a "one team" with our organisation and other suppliers (20 points) • Share knowledge and experience with other team members (20 points) • Agile and flexible to changing/uncertain requirements (20 points) • Transparent and collaborative when making decisions (20 points) • Able to establish credibility and rapport with product team and internal and external users (10 points) • Challenge the status quo (10 points) Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Please note we have elected not to hold the webinar session for this opportunity. Please use the DOS2 portal to post any clarification questions you have regarding the published requirements/process and we will respond accordingly. Please note the last day questions can be asked is Wednesday 24 January. 2. It appears that Wagtail is currently being used, is it planned to use Wagtail for the expansion? Although Wagtail is currently in use, user discovery, design and backlog creation for Alpha/Beta should be agnostic of the underlying technology as this may be modified/supplemented depending on requirements. 3. Will the supplier be responsible for recruiting user research participants? Do you have any methods you're currently using to find users so they can be involved in research and testing? We will identify and make initial contact with potential users for research. We require the Supplier to resource the logistics and facilitation of the user session(s). 4. Will the discovery work/outputs be subject to a GDS assessment? Yes. 5. Do you have analytics set up for the site and is there performance data for features like the Improvement Hub and published resources that we can look at? We have Google Analytics set up. The analytic metrics will be used to inform the discovery with the appointed Supplier. 6. Is there a requirement to produce a written report at the end of discovery or could specific outputs be agreed at the beginning of the work? The discovery phase shall yield a written report and any other outputs with actionable recommendations for enhancement and/or redevelopment of NHS Improvement corporate website, as per the “Summary of the work” section of our published requirement. 7. Has the content for the website been recently reviewed? Do you have a content strategy and style guide for the website? The content has not been reviewed recently, nor do we have a formal content strategy or style guide for the website. 8. The proposal criteria totals 120 points - is there a specific reason this is not out of 100 points, as in other areas? There is no specific reason. The points weightings are used to highlight the relative importance of the assessment criteria. 9. What are the next steps for this procurement (i.e. When will submissions/formal proposals be due in)? The current timetable (subject to change) is:• By 9 February: Notification of shortlisting of Suppliers, invite shortlisted Suppliers to assessment stage and issue requests for proposals.• 20 February (midday): Deadline for receipt of shortlisted Suppliers’ proposals, case studies and references. • 5 March: Suppliers’ interviews (dependent on the quality of proposals received we intend to invite up to four Suppliers to interview). Suppliers should hold this date in the diaries of their proposed key team members for possible attendance at our offices in London, SE1. 10. Could you please advise who the current third party is who provide support and maintenance and any other current incumbent suppliers? We have no current third party supply contracts for corporate website discovery.