Service Design

Description

Summary of the work We are developing a sector leading digital service and seeking to appoint an experienced service design partner to create new processes around the needs of users, using a range of best practice IT management methodologies and to facilitate the adoption of these new ways of working. Specialist role Service manager Expected Contract Length Approximately six months but with potential for extension Latest start date Tuesday 1 February 2022 Who Speclialist Work With The specialist will work closely with the IT and Digital Review team and will report directly to the Programme Manager. The role will involve regular conversations with the Chief Digital and Innovation Officer as well as contact with members of the executive leadership team as required. The project requires close working with our IT team (currently a bi-borough team) as well as wider stakeholders. What Specialists Work On Discovery and User Research – Reviewing current processes. Understanding user needs linked to Target Operating Model and vision Prototype – Develop journeys/processes for future service including relevant documentation e.g.journey and process maps Develop artefacts – A full suite of documents including:templates, drawings, boilerplate documents to support the process & business continuity. Investment analysis - Identify investment and resources required Adoption/Skills transfer – Work with the team to ensure new processes are adopted- solving problems; developing measures/reporting; ensuring that skills and knowledge are transferred Initial set of processes include: Portfolio&Demand management; Service continuity management; Service level management; Software development&management; Knowledge Management. Skills & Experience • Experience of a range of IT best practice methodologies and implementing best fit in line with organisation needs • Knowledge of service design methodologies. The fusion of service design and IT best practice skills and experience is essential. • Experience of engaging staff through service design process and delivering effective workshops • • Expertise in implementing a product based models and associated processes in IT/digital teams • Develop user journeys and processes that meet service needs and provide an excellent experience • Ability to both understand user needs and develop services that deliver against strategic aspirations • Develop measures and metrics to continually improve and iterate processes • Ability to deliver a full suite of documents including templates, drawings and boilerplate documents to support the process as well as business continuity • Experience of working with teams to ensure new processes are adopted and problem solve/adapted where required. This could include developing measures, metrics, reporting and education/coaching sessions. • Excellent communication and stakeholder management skills at all levels including executive leadership • Ability to deliver in a changing environment and manage uncertainty Nice to Haves • Experience of service design in the local government or wider public sector environment • Initial scope includes the following services: Portfolio and Demand management; Service continuity management; Service level management; Software development and management; Knowledge Management. Experience around these is desirable Work Location Westminster City Hall, 64 Victoria Street, London, SW1E 6QP Working Arrangments Remote working is embedded into the organisation however the specialist will be expected to be on site as required e.g. key meetings and workshops (Covid restrictions dependent) No. of Specialists to Evaluate 5 Cultural Fit Criteria • Embed itself within the team and fully understand the vision for the department • Challenge the status quo • Use plain english to communicate with stakeholders particularly those with low technical expertise • Be transparent and collaborative when making decisions • Encourage a learning culture - coaching team members to be a leader in their field and take ownership • Put residents and users at the heart of the work • Work closely with the Department Leadership team to share knowledge and expertise for key issues Assessment Method • Reference • Presentation Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers 1. Is there any incumbent? No 2. does this role fall outside IR35? Yes 3. Would it be possible to move the start date back at all? We have a local-government experienced service designer available in March 2022. Apologies, the start date needs to be February. However, for the right partner this could be a phased start. 4. Has any external supplier been involved in the initial scoping work? If so, who? No 5. Who from your team will be scoring applications for this opportunity and what positions do they hold? Digital and Innovation - Strategic Lead 6. Are you looking for a Service Design Partner or just an individual role? We are looking for a partner with right skill set and experience. This could be an individual or a team. 7. Could you give an indication of budget please? We are engaging with the market to understand the cost for a partner with the right skills and experience to complete the work. The price element will be scored as part of the submission. 8. Please could you provide a maximum day rate The maximum day rate is an optional field. We are engaging with the market to understand the cost for a partner with the right skills and experience to complete the work. The price element will be scored as part of the submission 9. Please could you provide a maximum day rate The maximum day rate is an optional field. We are engaging with the market to understand the cost for a partner with the right skills and experience to complete the work. The price element will be scored as part of the submission 10. If a specialist needs to be fully remote until June + July when they return to England would they still be considered? Currently abroad working remotely We are open to flexible working. We are particularly keen to get the individual or team with the right skills and experience, which will be assessed as part of the scoring. 11. Can you please prove a day rate or any information regarding the budget please? This will greatly influence the level of candidate for this opportunity. We are engaging with the market to understand the cost of undertaking this piece of work. We are focussed on getting the individual or team with the right skills and experience, which will be assessed as part of the scoring. 12. Can you please provide an anticipated timeline for this procurement that includes dates for: 1) Shortlisting Notification for Stage 2 2) Submission Deadline for Stage 2 3) Presentation 4) Evaluation period 5) Award Notification Anticipate timelinesShortlisting notification - 27th JanuaryPresentations - w/c 31st JanuaryAward notification - w/c 7th February 13. What is the latest start date? The start date needs to be February. However, for the right partner this could be a phased start 14. In response to answer #6, this is being procured under the Specialists lot so presume that you are looking for a proposed profile and the questions to be answers in that regard? Rather than a companies overarching experience. Yes