Better BSOG Discovery

Description

Summary of the work DfT requires a flexible delivery partner with proven experience of delivering to Government Digital Service and Technology Standards to complete the discovery phase of improvements to the existing digital Bus Service Operators Grant system. Expected Contract Length 6 - 10 weeks Latest start date Monday 3 April 2023 Budget Range Between £70k - £120k Why the Work is Being Done The Bus Service Operators Grant (BSOG) pays out around £250m per year to eligible commercial and community bus operators, and Local Transport Authorities (LTAs). BSOG aims to benefit passengers by helping operators keep fares down, enabling operators to run services that might otherwise be unprofitable and could lead to cancellation. A project is nearing completion to migrate the system that processes BSOG payments to a new stable service on the Google Cloud Platform, as part of the Bus Grants Management System (BGMS). The BGMS is already host to two other bus grants, the Covid Bus Service Support Grant (now closed) and the Bus Recovery Grant (BRG). The Department now aims to further improve the service to enable reduced fraud and error, more efficient claim processing times, and a better experience for customers and our own teams. There may also be scope to make changes to processes on the system to reflect ongoing policy reforms. Problem to Be Solved The discovery is required to understand the concerns, challenges and opportunities of digitising the data collection form for BSOG, to allow operators to submit their claims through a web form rather than the current manual format of paper or scanned forms. This would involve engagement with users in the industry. In addition, the discovery should conduct a full business analysis of current system processes with a view to reducing fraud and error, more efficient claim processing times, and a better experience for bus operators and the DfT team managing and processing claims. This could include some automation of checks and balances currently carried out by the operations team, including through the use of other datasets and systems owned by the Department (for example the Bus Open Data Service) or agencies such as the Office of the Traffic Commissioner or the Driver and Vehicle Standards Agency (for example bus service registration data). The project scope may also include making more fundamental changes to system processes to reflect ongoing or upcoming policy reforms, especially those that would enable the system to be more flexible and customisable by the BSOG operations team themselves in the future, to more easily accommodate any future changes. Who Are the Users External users, ie those who will be interacting with a web form, include commercial and community bus operators, audit firms, and potentially LTAs. Commercial and community bus operators need to be able to submit detailed information at the start and/or end of a 6 or 12 month period regarding the services operated in that time. Audit firms must have the opportunity to review and certify these claims and the supporting information before they are finally submitted to the Department. LTAs may also need to complete a short online questionnaire once per 12 months. Industry groups such as the Confederation of Passenger Transport and others should also be consulted. Internal users, the BSOG Operations Team, need to be able to access the information submitted by operators and auditors, as well as submit claims themselves received via email or hard copy from customers that are not able to use the web service. The operations team then carry out a number of checks on claims before finalising and making the payment to operators and sending a letter to reflect this. The team also uses the system to provide reporting on a range of metrics – currently using PowerBI to provide this functionality. Existing Team There is a Project Owner and Senior Responsible Owner, as well as the BSOG operations team and a small policy team. Current Phase Not started Skills & Experience • Demonstrable experience of delivering a discovery phase in line with GDS guidelines for a government department • Demonstrate proven experience conducting and documenting user research with a diverse mix of users, iterating project work accordingly • Demonstrable experience where delivering successful Discovery outcomes assisted to support and shape system developments • Demonstrable evidence of drawing up recommendations and options for alpha/beta on IT and data projects with successful outcomes • Demonstrable experience in conducting stakeholder analysis where knowledge gaps were identified, and plans implemented to address the shortfall. Nice to Haves • Demonstrable evidence where innovative solutions have been applied to assist in project delivery. • Demonstrable evidence of successfully managing and assisting in delivering IT projects within public sector organisations. Work Location Combination of working remotely/at supplier premises and at DfT offices when required by the Department such as: DfT, Great Minster House, 33 Horseferry Road, London SW1P 4DR DfT, One Priory Square, Priory Street, Hastings TN34 1EA Working Arrangments The supplier is expected to be available and contactable during core hours of 9.30am to 4pm Monday to Friday. Security Clearance All must have BPSS as a minimum. Some staff dealing with data may require SC. Additional T&Cs Pricing will be based on capped time & materials. All expenses must be pre-agreed between the parties and must comply with the DfT Travel and Subsistence (T&S) Policy. No. of Suppliers to Evaluate 5 Proposal Criteria • Identify the approach and methodology to the discovery project planning and delivery, identifying the main stages and activities proposed at each stage. (25%) • Detailed resource plan – demonstrating how in-house, supplier and external resource will be used and at what stage (10%) • How the approach or solution meets user needs (20%) • How would risks and dependencies be identified and what approaches to manage them would be adopted (10%) • Demonstrate value for money (5%) Cultural Fit Criteria • Experience of working as a team with public sector organisations (2.5%) • Experience of transparent and collaborative decision making (2.5%) • Experience of taking responsibility for their work and resolving problems effectively (2.5%) • Experience of sharing approach, knowledge and skills with other team members and with the department by example (2.5%) Payment Approach Capped time and materials Assessment Method • Case study • Work history • Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers 1. What is the timeline for the completion of the project and the transition to the new platform? The current project referenced in the specification is ending on 14 February, with the release of the new platform taking place on 1 February. Discovery findings will be analysed following completion of this project and alpha and beta stages will be commissioned in due course. 2. How will the BSOG Operations Team manage claims received through email or hard copy from operators who are unable to use the web service? The current project includes a data entry form for the BSOG Operations Team to enter data received through email or hard copy from operators. This would continue to be operational even once the web service for operators has been launched so that the Department can offer an alternative route to claiming. We anticipate that the majority of operators will be happy to use the web service based on our experience with the Covid Bus Service Support Grant and the Bus Recovery Grant. 3. What resources, including budget and manpower, are available to support the project? The budget is as listed in the specification. In addition, the project will have access to the Product Owner, members of the BSOG operations team, a small policy team, and advice and support as needed from Digital Services. 4. What criteria will be used to determine the success of the project in reducing fraud and error, and improving claim processing times? Reduction of fraud may be measured by better identification of operators to be targeted for inspections by the DVSA. Reduction of error may be measured by the number of times case officers or authorisers need to make changes to claims either due to errors within DfT or by operators. Processing times may be measured by average time from claim submission to payment, or time from the start of processing to payment, as well as claims processed per case officer per day. 5. Could we request some information on the tech stack we will need to take into consideration for this project? At discovery stage, suppliers should conduct research into user needs and pain points that are technology agnostic. The tech stack of the current project referenced in the specification is : Framework: .Net Core Languages: c#/HTML/Javascript Hosting environment: Google Cloud Platform - App Engine Database: MySQL Relevant standards and codes of practice are detailed below: Technology code of practice https://www.gov.uk/guidance/the-technology-code-of-practice Digital Service standard https://www.gov.uk/service-manual/service-standard NCSC guidelines https://www.gov.uk/government/publications/the-minimum-cyber-security-standard/the-minimum-cyber-security-standard Accessibility https://www.gov.uk/guidance/accessibility-requirements-for-public-sector-websites-and-apps Architectural principles are shared at stage 2 if shortlisted. 6. Is the budget given, including or excluding VAT? The budget is excluding VAT. 7. Will you be willing to sponsor SC clearance if it is required for team members to have? SC Clearance will not be required at Discovery stage. 8. Can you please provide a little more detail on what sort of example you are looking for with this skill: ‘Demonstrable evidence where innovative solutions have been applied to assist in project delivery’? Thanks. To clarify, this does not refer to innovative solutions to improve aspects of the project delivery methodology, but rather we are looking for where innovative solutions have been applied to solve problems and pain points within a project. 9. What date/s do you expect the presentations to be for shortlisted suppliers? Presentations are not guaranteed however could be requested following receipt of stage 2 proposals. If they are required, it would roughly be around the middle of March 2023. 10. Will DfT sponsor any SC clearance? Thanks SC Clearance will not be required at Discovery stage. 11. Can you please provide more information about likely colocation requirements? Suppliers will be expected primarily to work from their own premises. However, DfT may on occasion require face-to-face sessions with officials in either the London or Hastings offices or offsite with industry stakeholders. These days will always be agreed in advance by both parties. 12. For Essential Skill 1, you ask for “experience of delivering a discovery phase in line with GDS guidelines for a government department”. Is experience delivering for a devolved Government acceptable as equivalent experience? This can be accepted. 13. For Essential Skill 1, you ask for “experience of delivering a discovery phase in line with GDS guidelines for a government department”. Can we use experience of delivering against the Digital Scotland Service Standard as an equivalent to the GDS guidelines? This can be accepted as Digital Scotland Service Standard is based on a similar approach. 14. Is there any indication of budgets and timescales for Alpha. Beta and Live phases of this project? We anticipate the alpha stage may commence in the autumn of 2023. 15. Is the knowledge gap you’re referring to in the following question about the existing service and users of that service, or skills and capabilities for delivering a service, or something else? Demonstrable experience in conducting stakeholder analysis where knowledge gaps were identified, and plans implemented to address the shortfall. A move to a web claim form may be challenging for some of our stakeholders and customers who are used to claiming on a paper form. It will be important to understand how we can support these operators to continue to submit their claims. 16. For the following question, do you mean managing as in delivery management, AND assisting within the project (e.g. developers)? or examples of managing projects, and also separate examples of assisting on projects? Demonstrable evidence of successfully managing and assisting in delivering IT projects within public sector organisations. The former - "delivery management, AND assisting within the project (e.g. developers)". 17. Reference to Nice to Have, Qu. 2: Is the authority looking for our experience managing and assisting a portfolio of works within public sector, or for experience of our Delivery team in delivering IT projects in the public sector... Evidence of both elements, as project management will be an important part of delivering a good solution to this problem. 18. Reference to Nice to Have, Qu. 1: Is this question referring to improving ways of working as a team, or the technical innovation as part of the service delivery. This refers to technical innovations as part of the service delivery – solving problems and pain points. 19. Who is undertaking the migration of the system to Google Cloud platform? This migration has been completed by the suppliers for the current contract in conjunction with DfT Digital Services. 20. There was a BSOG Discovery in 2018. How does the Better BSOG Discovery relate to that project? A basic digital system has been developed and launched in 2022/2023. Since 2018 the needs of the BSOG team and policy objectives have changed, so the 2018 BSOG Discovery is now defunct although its results will be available to the successful supplier if required. 21. In 2019 there was BSOG Alpha project awarded, did this project go ahead? The system was prototyped however due to changing policy focus in the Department, this was not taken any further. A basic digital system (private Beta) has since been developed and launched in 2022/2023. 22. Can you provide the details of the outcomes of the BSOG Alpha project? The system was prototyped however due to changing policy focus in the Department, this was not taken any further. A basic digital system (private Beta) has since been developed and launched in 2022/2023. 23. What was implemented as a result of the 2019 Alpha and who implemented it? The system was prototyped however due to changing policy focus in the Department, this was not taken any further. A basic digital system (private Beta) has since been developed and launched in 2022/2023 by Level 5 in collaboration with DfT Digital Services. 24. What fraud and error are you experiencing? Errors can be introduced by either case officers or by operators, around any aspect of their claims including operator name, reference, claim dates or claim details such as kilometres or fuel. This is because currently operators submit claims via hard copy or scanned PDFs of forms (which may already contain mistakes), which are then entered onto the system by DfT staff. Fraud may occur (among other examples) where operators misrepresent their mileage, fuel use, or repeatedly set up and close down new companies to avoid paying back debts to the Department. 25. Can the Authority clarify what work has been carried out to date and which supplier delivered this? The current project referenced in the specification to build a basic BSOG claim processing system (private Beta) on GCP is ending on 14 February, with the release of the new platform taking place on 1 February. This was delivered by Level 5. Previously, Discovery and Alpha were carried out by Deloitte. 26. “Demonstrable experience where delivering successful Discovery outcomes assisted to support and shape system developments.” Can the Authority clarify if “system developments” refer to services or does it refer to systems already in place? The question refers to both system developments or systems already in place. 27. Demonstrable evidence where innovative solutions have been applied to assist in project delivery.” Can the authority define the context of “project delivery”? Does this refer to project delivery innovation with relation to speed or does it refer to innovation in what we have delivered with regards to process improvement or product outcomes? The latter - innovation in what you have delivered with regards to process improvement or product outcomes? 28. Since 2018 how have the needs of the BSOG team and policy objectives changed? Needs of the BSOG operations team - the starting position has changed in that this discovery would look to build upon a pre-existing digital system (that has recently launched) rather than starting from scratch. The policy space is subject to ongoing change, some of the latest updates are below: DfT intends to publish the consultation on reform of the Bus Service Operators Grant in by Summer 2023. DfT is committed to the wider reform of the Bus Service Operators Grant (BSOG). As part of the NBS the Government committed to publishing a consultation on the reform of BSOG. 29. Since 2018 how have the needs of the BSOG team and policy objectives changed? (question repeated as there was not enough space in the previous answer section to complete the answer for question 28) Cont'd from answer 28:We are working on proposals to put forward in a consultation. Work on this was delayed as a result of responding to the impact of the Covid pandemic. However, it is hoped that the consultation will be published early in 2023, seeking views from bus operators and local authorities that claim BSOG funding. The consultation will seek views from bus operators and local authorities on a number of measures to modernise and future-proof the BSOG, including proposals to simplify the administration of the grant.