CO0259 Deliver training to empower teams to effectively measure the success of digital services

Description

Summary of the work Essex County Council require a training provider with expertise in performance measurement to deliver training on how to effectively measure the success of digital services. Expected Contract Length 1 month (discussion and preparation) with the training being delivered over 1-2 days. Latest start date Monday 19 September 2022 Budget Range Up to £15,000 Why the Work is Being Done Over the next 18 months, the Service Transformation Team at Essex County Council will lead an ambitious project to migrate our current inflexible digital systems to a modern technology stack and infrastructure. This will afford us a much greater ability to iterate our services quickly and continuously in line with users’ needs. For additional context on this work please see this blog post: https://servicetransformation.blog.essex.gov.uk/2022/03/29/website-capability-iterating-the-technology-that-powers-our-websites/ This change is an opportunity to improve how we measure and monitor the success of our digital products. We want to equip our in-house product teams with a shared framework that will enable them to measure and demonstrate the impact of iterations confidently and consistently. Problem to Be Solved The team do not have a shared understanding of how to measure the success of digital services. Measurement is not always focused in the right areas and the approach to reviewing performance is inconsistent across the team. In particular, we want the training to: - make the purpose of establishing a performance framework clear - share how to effectively baseline performance - provide the team with a structured approach to developing clear, meaningful metrics that can be used to evidence the impact of change - consider what a performance review process should look like (when, how, frequency) for continuous iterative improvements - share how to effectively present data using data visualisation techniques - suggest how we might manage gaps in what we can track - cover the role of a/b testing - focus on ‘real’ problems/projects that we’re working on Who Are the Users *As a product manager I need to be able to develop and monitor clear success measures so I can understand whether the product is meeting user needs and lead a program of ongoing improvements. *As a service owner I need to be able to develop and monitor clear success metrics so I can determine whether the service is meeting user needs. *As a performance analyst I need access to clear success measures so I can build and present reports that focus on the right metrics and support the team to evidence the impact of change. *As a developer I need access to clear success measures to help prioritise ongoing developments to the product. *As a content designer I need access to clear success measures so I can understand whether content is meeting user needs and prioritise iterations. *As a user researcher I need access to clear success measures so I can focus user testing on the right areas. *As an interaction designer I need access to clear success measures so I can understand the impact of design changes. Existing Team The existing team consists of: 2 Product Managers 1 User researcher 1 Service Designer, 1 Lead Service Designer 4 Content Designers 1 Lead Content Designer 1 Interaction Designer 2 Delivery Managers 1 Digital Performance Analyst 1 Front End Developer Head of Product and Delivery Head of Design Operations Design Operations Officer Director of Service Transformation Current Phase Not applicable Skills & Experience • Have knowledge and expertise in measuring the success of digital services in terms of business outcomes, user satisfaction and ongoing performance. • Have evidence delivering collaborative training across multi-disciplinary teams. • Have experience of working with a range of digital analytics tools such as Google Analytics, Google Tag Manager, Google Data Studio, Google Optimise, Power BI, Tableu, Matamo, Hotjar etc. Nice to Haves • Provide experience of delivering performance-focused training to teams delivering public services • Provide knowledge of cross-platform analytics reporting • Provide experience of using Google Analytics 4 and Big Query • Provide knowledge of measuring services based on LocalGov Drupal Work Location County Hall, Market Road, Chelmsford, Essex, CM1 1LX Working Arrangments Service Transformation are a hybrid team working predominantly remotely with some in-person time at County Hall, Chelmsford. Hybrid working is supported by hybrid meeting spaces and collaboration tools including Microsoft Teams, Miro, Slido and Slack. We will communicate and liaise with the supplier regarding the design of the training remotely. We would like training itself to take place in-person for our people to get the most out of this opportunity together. No. of Suppliers to Evaluate 5 Proposal Criteria • Clarity of the approach • How the training approach meets our key requirements as outlined in the 'problem to be solved' section • The team you will provide and the skills they will bring • Understanding of the risks to successful delivery and how you will mitigate them Cultural Fit Criteria • Be comfortable working with teams with different levels of experience in this space • Be committed to inclusion and accessibility • Work to create a safe training space where all colleagues are able to collaborate and feel comfortable doing so • Be open and responsive to feedback Payment Approach Capped time and materials Assessment Method Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers No questions have been answered yet.