Accelerating Service Blueprints and Service Design

Description

Summary of the work NS&I requires support from an agency for 3-6 months to create a full suite of validated and robust Service Blueprints. Expected Contract Length 3 - 6 months, with optional one month extension Latest start date Monday 21 March 2022 Why the Work is Being Done As part of Integrated Design, NS&I currently have a set of 12 high level Service Blueprints. These blueprints show the mapping between customer experience and back stage (contact centre, processes, tech). They have been produced in-house with best efforts whilst NS&I looks to recruit an in-house Service Designer. The need to accelerate the detailed blueprints is extremely pressing in preparation for the onboarding of a new provider (Digital experience and digital enablement) during 2022 and beyond. This is part of NS&I's wider Rainbow Programme, further information on Rainbow and the new provider can be found here: https://rainbow.nsandi.com/package/digital-experience-and-digital-enablement/. These Service Blueprints are an essential set of assets for NS&I's digital future as we need them to move forward with the build of future digital journeys. NS&I requires support from an agency for 3 - 6 months to create a full suite of validated and robust Service Blueprints. The work must be completed by September 2022. Problem to Be Solved NS&I requires support from an agency for 3 - 6 months to create a full suite of validated and robust Service Blueprints. Throughout the contract, the supplier is expected to collaborate with the NS&I Service Designer (pending recruitment) to produce the blueprints. At the end of the contract, we require a full set of blueprints to be delivered and all materials and knowledge to be handed over to NS&I. This is required in order to assist NS&I in the next phase of its Digital Journey. The supplier must be able to commence work by 21 March 2022. Who Are the Users We need to have a complete set of blueprints so that we can progress to the next stage of the development of NS&I's future digital journeys. The blueprints will help us to: • Have early sight of any gaps between “out of the box” capabilities of our digital banking experience platform (currently Backbase) and NS&I requirements so that the business can make more informed decisions, better plan future development and have a tighter control over budget, time and cost for the Web transformation. • a review and validation of the blueprints to help inform the new provider of Digital experience and digital enablement, to enable clarity between Enterprise Architecture, Customer Experience and potential suppliers. • To allow us to get early buy-in and engagement from key stakeholders across the business to ensure a smoother delivery of the web and app refreshes. • to ensure that the customer testing phase (done with prototypes based on Blueprints) will provide a higher level of confidence and relevance on the testing results and outcomes. Work Already Done NS&I currently have a set of 12 high level Service Blueprints. These blueprints show the mapping between customer experience and back stage (contact centre, processes, tech). They have been produced in-house with best efforts whilst NS&I looks to recruit an in-house Service Designer. Existing Team You will be working with the the NS&I Service Designer once recruited, the NS&I Digital Service Owner, and any internal stakeholders relevant to the creation, validation and approval of the Service Blueprints. Current Phase Not applicable Skills & Experience • Minimum 2 years’ recent experience of producing full suites of Service Blueprints, to help organisations move forward with their digital transformation. • Experience of creating and mapping front stage and back stage touchpoints, including channel, customer actions, onstage contact actions and backstage contact actions and including happy paths and unhappy paths • Experience of checking alignments of blueprints with business requirements, including customer and business needs • Experience of checking alignments of blueprints with compliance requirements • Experience or creating and mapping services for different customer targets with varying needs and expectations • Experience of working with retail financial services providers. Nice to Haves • Experience of benchmarking blueprints against industry and wider market best practice • Experience of defining ROM costs if additional development is required where gaps are identified between capability/platform and requirements • Track record of helping an organisation develop its service design capability Work Location The majority of the work can be undertaken remotely, however you may be required to attend the NS&I Head Office at 1 Drummond Gate, London SW1V 2QX if requested. The successful supplier will be expected to join regular and ad hoc meetings with NS&I staff via Microsoft Teams. Working Arrangments You will work remotely but may be required to attend meetings at the NS&I Head Office in London if requested. Regular and ad hoc meetings will take place online via Microsoft Teams. Security Clearance Supplier staff will be expected to hold UK Government BPSS clearance. No. of Suppliers to Evaluate 3 Proposal Criteria • Approach and methodology, including how you propose to work with NS&I in a collaborative way to achieve the desired outcomes • how the approach or solution meets NS&I's needs and goals • estimated timeframes for the work, including a project plan • how you’ve identified risks and dependencies and offered approaches to manage them • team structure, including previous experience • How you would propose to handover materials throughout the duration of the contract Cultural Fit Criteria • how the supplier shares and transfers knowledge with other team members • how the supplier solves problems • the supplier’s approach to making decisions • the supplier’s attitude to making mistakes • Ability to understand corporate strategies/business objectives Payment Approach Capped time and materials Assessment Method Case study Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers 1. Would the successful organisation be precluded from bidding (directly or indirectly) for the customer operations or core banking procurements as part of the Rainbow Programme? The successful supplier of Service Blueprints would not be precluded from bidding for the customer operations or core banking procurements as part of the Rainbow Programme. 2. The following questions are listed together due to their similar nature:What is the budget for this work, excluding VAT?Do you have a budget that you are able to share please?Do you have an estimated budget? NS&I would prefer not to disclose the available budget. It is estimated that the work can be delivered within 3-6 months, therefore we ask suppliers to assess the work they think is required for this project and to submit their most competitive day rates, including an estimate of number of days required to deliver the overall outcome. 3. Can you please confirm if there is any conflict in responding to “Accelerating Service Blueprints and Service Design” DOS and “The Digital Experience and Digital Enablement” ITT? Yes, there would be potential conflict. The successful supplier of Service Blueprints would not be permitted to bid for the Digital Experience and Digital Enablement Rainbow package. 4. Current Blueprint designs in order to break a service down to its logical components such as points of NS&I contacts, physical evidence, etc. and analyse the steps in the service process in detail to achieve desired outcomes This answer is based on the assumption that you are referring to the blueprints that we’ve developed so far. So far they cover 12 of the main “generic” journeys (account opening, onboarding…) and include:• Channels• Customer actions• Onstage contact actions• Backstage contact actions• Support processes (Future processes listed our process maps which will contribute to the completion of the journey)• Policy and rules (relevant policies and rules which will help defining and designing the journey)• Services (Future services listed in the our service catalogue which will contribute to the completion of the journey) 5. Understanding of current risk i.e. what makes up the associated paths and rationale for As we move into a more detailed stage we need to align the Blueprints to our Customer Value Propositions (that define our target customer groups and their needs) and validate with a wider group of SMEs. The lack of appropriate tooling also means they are difficult to update and maintain.If we move forward with the build without Service Blueprints it is likely the build time will extend and be considerably more expensive. We also run the risk of not addressing long standing pain points effectively or creating more customer pain through poor design. 6. All onstage and backstage activities (although as point 1, can be via documentation and / or workshops) We do not have Service Blueprints for the current journeys and services, however we have journey maps for key journeys and we are currently working on getting volumetric and insight for these. If necessary, further ad hoc analysis can be done however, we want this work to focus on future state with fresh thinking for future journeys. 7. Understanding of NS&I resource available to us such as; business coordination, Task owners, Governance and approval, Current process and tooling documentation Recruitment is ongoing for a number of roles and there is resource available for business coordination as well as input, review and governance for the sign off of the outputs. As this type of activity is new to NS&I, the process, tooling and governance is to be agreed based on the proposed approach by the vendor. 8. Confirmation around deliverables, format and level of detail. At the end of this work, we aim at having a full suite of validated and robust Service Blueprints including:• Mapping of all relevant touchpoints and elements for the journeys: Channels, Customer actions, Onstage contact actions, Backstage contact actions, Support processes, Policy and rules (relevant policies and rules which will help defining and designing the journey), Services (Future services listed in the NS&I service catalogue which will contribute to the completion of the journey)• Mapping of journeys’ happy paths and unhappy paths• Checking alignments of blueprints with business requirements, including customer and business needs (compliance, CX, Product…) 9. Current service delivery process from the customers’ perspective in order to assist the service design and improvement processes. If not available, we assume documentation and / or workshops can be used for this. We do not understand the question, please could you explain. 10. To what degree have the blueprints been validated? (i.e. were they generated with users, created by specialists in the team etc). The recruitment of an NS&I Service Designer is still ongoing with a campaign hopefully starting again soon. Therefore the Service Blueprints we have developed so far have been created using best efforts, are very high level, only addressing the “happy path” and having only had peer reviews and light touch compliance feedback.They have however been used as a basis to develop low fidelity prototypes (therefore focused on journeys flow and customer actions), which have gone into early customer testing with good results. 11. During this project, will you want the vendor to capture user insights for opportunities in the future, or will that be the remit of the new Rainbow programme? The blueprints and outcomes of this work is aimed at reflecting NS&I’s vision of the services and journeys, showing what simpler, easier and more streamlined services could look like in the future. We have also defined a series of Customer Value Propositions that define our target customer groups and their needs. As part of the blueprint acceleration work, we expect insights for opportunities from the vendor which will drive the blueprints’ next development phases. Any support from the vendor in validating this with user testing is welcome however, it will be mainly NS&I led. 12. What types of data have you collected and integrated into the Service blueprints The blueprints we have developed so far are aimed at reflecting NS&I’s vision of services and journeys, showing what simpler, easier and more streamlined services could look like in the future.They also take into account known pain points in key current journeys, aiming at improving touchpoints and processes. Where possible, they also include known changes (based on policy, business objectives…) that will impact processes and journeys in the near future. 13. Have you had a Service Assessment and what agile phase is the project/programme in; Discovery, Alpha, Beta or Live? (Are you/The rainbow programme subject to the Government Service Standard and will you need help preparing for this?) From an Agile point of view, we would describe the project as being closest to 'Discovery' phase.We are subject to GDS standards but at this stage we believe no help is required from the vendor. 14. Do you have an existing set of high-level user needs and strategic vision for the programme. For details on our Rainbow Programme please visit: https://rainbow.nsandi.com/ Accordingly, the blueprints we have developed so far are aimed at reflecting NS&I’s vision of services and journeys, showing what simpler, easier and more streamlined services could look like in the future.We also have a series of Customer Value Propositions that define our target customer groups and their needs. In the Retail Customer Experience Framework, we further divide those needs into three themes: Serve Me Better, Know Me Better and Predict My Needs. We want to ensure that the set of blueprints covers at least the Serve Me Better fundamentals. 15. Do you have an existing stakeholder map? We do not have a specific stakeholder map at this stage. We would expect support from the vendor, based on their experience and expertise in creating Service Blueprints, to identify relevant areas and engage with relevant SMEs.