HMCTS Civil, Family and Tribunals (CFT) Projects - Civil Money Claims (CMC) Discovery Capabilities.

Description

Summary of the work HMCTS is undergoing an extensive Digital transformation for which Agile Programme Specialists are required to undertake the Digital service user journey research and design capabilities; Business Analyst, UX Design, Content Design and User Research. The services are being developed using micro services in accordance with the GDS Agile methodology. Expected Contract Length Up to 2 years. 1st SOW for 3 months, subsequent SOWs dependent on Agile phase duration Latest start date Monday 3 July 2017 Budget Range The maximum rate MOJ are prepared to pay is: - Business Analyst £700 - UX Designer £695 - Content Designer £680 - User Researcher £690 The total Supplier charge will be evaluated as per evaluation criteria %. Why the Work is Being Done HMCTS is undergoing an extensive reform transformation enabled by a technology work stream. The Technology work stream spans several programmes within the change portfolio - delivering the service transformation, the supporting platform and the enabling new services, all needed to deliver the benefits. Current HMCTS services are typically supported by high-volume, paper based processes. The Change Portfolio's main technology objective is to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. These digital services are being developed within a coherent architecture which maximises reuse across the services. Problem to Be Solved Current HMCTS services are typically supported by high-volume, paper based processes which are expensive, subject to frequent delay and often unclear to persons without legal training leading to a high number of support calls. The CFT Programme is designed to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. The Civil Money Claims project, part of the CFT programme, require 3 (3) teams of four (4) capabilities; Business Analyst, UX Researcher, UX Designer and Content designer. Who Are the Users The Civil Money Claims project facilitate new processes in the civil court delivering a Digital by Default solution. It will allow many civil claims to be dealt with online without legal representation and will introduce a new way of issuing and defending claims in the civil court coupled with a move from face to face hearings to telephone/virtual hearings where appropriate. The project will make use of new and innovative technology to encourage and support parties to reach resolution earlier in the civil claims procedure. Work Already Done The initial discovery phase of the project was completed in November 2016 providing an end-to-end assessment of the current service. An output from this phase was a recommended roadmap for the delivery of incremental capabilities to transform the service consisting of nine key themes of work. This tender is to focus on three themes: - Theme one Beta development to complete MVP by August - Theme two is in Alpha with the aim to complete by end of June - Theme three's is due to commence July Existing Team The existing team is a blend of internal staff and external contractors/consultants from a range of suppliers. The Civil Money Claims team includes several user experience, content design, research and Business Analysis roles, each with a primary alignment to one of the functional themes whilst also supporting colleagues working on the other themes. The team also consists of Service and Project Management, a Solution Architect and a Delivery Manager. Current Phase Not applicable Skills & Experience • Capable of deploying the following capabilities, minimum 3 years experience, within the first week of July 2017: 2 DMs, 3 BAs, 1 Performance Analyst, 1 Agile Coach, 2 PMO analysts(2%) • Evidence of demonstrable experience of information architecture, balancing user needs & business needs, working in a multi-disciplinary agile teams, experience of the GDS service manual(2%) • Define your approach to identifying, capturing and responding to Assisted Digital needs and implementing plans to evolve a digital service to meet them(2%) • Evidence of how you would plan and conduct: - User Research on iterative digital service transformation projects through contextual studies/interviews, - formal usability testing and other qualitative and quantitative methods(2%) • Define how you would produce design products, to communicate user needs, produce product roadmaps and the service vision to a multi-skilled delivery team(2%) • Define how you would iteratively design well-developed prototypes with content and logic which adhere to design and accessibility standards(2%) • Descibe how you have undertaken desk research and existing content appraisals, identification of content gaps and the development of a content plan for the project(2%) • Desribe how you have created plain English user needs content, iterating the content and influencing the design based on user testing whilst ensuring legal compliance and factual accuracy(2%) • Demonstrable experience of design patterns (atomic design. material design), prototyping in HTML/CSS/JS using the GDS prototyping toolkit, wireframing & prototyping using tools like Axure(2%) • Demonstrable experience in interaction design & interface design, examples of making design decisions from evidence, defining and meeting UX KPIs(2%) • Demonstrable experience of documenting business process models (as-is and to-be), documenting business needs and associated KPIs, and clarifying business rules(2%) • Demonstrable experience of where story maps and sprint plans have been delivered for multi-skilled teams including design and development tasks(2%) • Describe your experience in defining sprint tasks and user stories that have well defined acceptance criteria and sizing(2%) • Define how you measure success in MVP and future states, defining how you have balanced the demand for iterations with new functionality and supported prioritisation of change(2%) Nice to Haves • Demonstrate proficiency with Google Analytics and other digital analytics platforms: instrumenting, administration and analysis(1%) • Have evidence of supporting the development of a client's Service vision and how it was interpretated into a delivery roadmap(1%) • Demonstrate team ways of working that support scaled agile delivery with collaboration across multiple teams within a transformation programme(1%) • Demonstrate how you analyse and document service data and metrics; provide examples of where you have implemented this for a similar service(1%) Work Location 102 Petty France, London, SW1H 9AJ (the 'Base location', although some UK Travel may be expected) The authority may consider suppliers hosting project teams at their own premises. Any benefits offered by suppliers in this scenario should be reflected in the value for money section of the written proposal. Working Arrangments The suppliers team will initially be required to work onsite at the base location working a five (5) day week. The Service is being delivered against the GDS Service Manual (e.g. agile delivery aligned to scrum methodology). For any work performed at a location different to that of the Base location (or the supplier's own premises) and London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Security Clearance Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. See https://www.gov.uk/government/publications/government-baseline-personnel-security-standard for further guidance. Additional T&Cs All expenses shall adhere to the Ministry of Justice standard Travel and Subsistence policy. Expenses to Base Location of works will not be paid, nor expenses within London M25 location No. of Suppliers to Evaluate 5 Proposal Criteria • Proposed Team members Minimum of 3+ years experience in multidiscipline teams, on large-scale projects Describe the teams who’ll be doing the work and how they’ll work together in each team(5%) • Provide named individuals and cv's to meet the initial 2 teams 03-July; Business Analyst, UX Researcher, UX Designer and Content designer, demonstrating experience of working in agile multi-vendor teams(5%) • Describe how will you ensure that HMCTS is supplied with high quality and appropriately skilled team specialists, whilst minimising HMCTS's effort in screening th eproposed team members(4%) • Describe your approach to adding, replacing and rotating new team members, within a 2 week notice period, to the existing team without reducing the teams velocity(2%) • Provide three referenceable client focussed case studies where your company have provided the desired service capability; please identify the proposed team member(s) that were part of the delivery team(8%) • Describe how you intend to measure and manage quality and speed of delivery within the team to ensure continuous improvement(2%) • Propose your approach for enabling digital teams, delivering capability and ensuring that knowledge transfer is conducted during handover of project outputs to the HMCTS BAU maintenance team(3%) • Give examples of KPIs and SLAs that you would be prepared to commit to for this contract, including ability to provide high calibre substitutes/replacements within 2 weeks(2%) • Explain the Value Proposition; value for Money, how the proposal will optimise costs, and generate savings. Demonstrate how discounts will be linked to volume and duration(7%) Cultural Fit Criteria • Explain the approach for working with multi-vendor teams across multiple projects at different locations(3%) • Explain how you will ensure collaboration at all levels of the project and programme delivery between users, team members, and management. Give examples of where you have taken this approach(2%) Payment Approach Time and materials Evaluation Weighting Technical competence 70% Cultural fit 5% Price 25% Questions from Suppliers 1. The first essential skills and experience criterion does not match the roles listed under the Problem to be Solved section. Can you please clarify what capabilities are required within the first week of July? The MOJ wishes to thank you for advising of the typo and apologise for the confusion. For clarity the Civil Money Claims project require three (3) teams to commence in July 2017; each team consisting of four (4) capabilities; Business Analyst, UX Researcher, UX Designer and Content designer. Thus, 3xBAs, 3xUXR, 3xUXD, 3xContent designers. 2. Are HMCTS looking for individuals or an outcome? You have provided maximum day rates. Would you consider more highly skilled experienced people who can deliver the same volume of work in shorter time scales? Thank you for your question regards Maximum Day Rates. The MOJ are seeking an outcome, but as the contract is based on Time and Materials, the day rates are essential to determining the capability cost. Only proposals that are within the stated Maximum Day Rates will be deemed compliant. 3. How are HMCTS going to assess the price for this tender? Total estimated cost or on a day rate basis? The MOJ intend to assess the tender on both estimated cost and day rate. Only proposals that are within the stated maximum day rates will be deemed compliant. It is upto the supplier to determine their proposed day rates and hence the total estimated cost. 4. Your problem solved cites capabilities as Business Analyst, UX Designer, Content Designer and User Researcher. The skills and experience section 1st entry cites 2 DMs, 3 BAs, 1 Performance Analyst, 1 Agile Coach and 2 PMO analysts need in the first week of July. Whilst we recognise this is an outcomes opportunity could you please clarify the expected capabilities sought . The MOJ wishes to thank you for advising of the typo and apologise for the confusion. For clarity the Civil Money Claims project require three (3) teams to commence in July 2017; each team consisting of four (4) capabilities; Business Analyst, UX Researcher, UX Designer and Content designer. Thus, 3xBAs, 3xUXR, 3xUXD, 3xContent designers. 5. The typical format for DOS responses is to use ONE example and set out the challenge / the solution / the outcome. Can you confirm this applies to questions such as ""Define how you would produce design products..." and "Define how you would iteratively design well-developed prototypes..." i.e. the response to these questions is also 'where we have done it before and to what effect'? Thank you for your question regarding response format. Please use the standard DOS format to provide your evidence response. Further information can be found at the website "Digital Outcomes and Specialists guide"; https://www.gov.uk/guidance/how-to-sell-your-digital-outcomes-and-specialists-services 6. What is the closing time for applications? Is it 23:59 on Thursday 25th May? Thank you for your question regards tender submissions. The closing date is Thursday 25 May 2017, not Friday 26th May. Please ensure your submission is submitted within the deadline. 7. Could the Authority advise whether it will consider proposals from suppliers that are able to propose a single full team, rather than three full teams, starting from July 2017. Thank you for your question regards team structure. Due to the fast pace of the programme, the leadership team would prefer to establish individual teams. The MOJ would be willing to consider the capability qualities of the proposed consultants within the CMC teams and work with the successful bidder to establish the most suitable team compliment 8. The project is called Discovery, but the specification suggests that the work is in the alpha and beta stages. Does this mean that the Discovery phase has not been completed? Thank you for your question regards project phasing. The Civil Money Claims (CMC) is complex and comprises a number of themes. Whilst the initial Discovery phases; phase 1 is complete, phase 2 is nearing completion but requires iterative enhancements, there are a number of other theme's that require investigating and the User Requirements determining. The roadmap currently consists of nine key themes of work. 9. The opportunity asks for a Beta Phase of one theme, Alpha of another (which appears to be already in progress) and possibly Discovery of a 3rd Theme due to start in July however the opportunity is only titled 'Discovery' . Thank you for your question regards project phasing. The Civil Money Claims (CMC) is complex and comprises a number of themes. Whilst the initial Discovery phases; phase 1 is complete, phase 2 is nearing completion but requires iterative enhancements, there are a number of theme's that require investigating and the User Requirements determining. The roadmap currently consists of nine key themes of work. 10. There are also no developers requested on the Tender to deliver an Alpha/Beta MVP. Is this tender purely for the discovery of a single theme ? Thank you for your question regards team structure. The programme leadership team have determined that specific capabilities are best obtained from specialist capability providers rather than generalists. Therefore the teams have been segregated into the "Development team" from the "Discovery team". The teams will need to operate alongside each other to ensure a cohesive product is delivered to the end client. 11. Is the opportunity open as a result of the natural expiry of a commercial agreement with an incumbent supplier or is it a requirement for additional resource to the programme. Thank you for your question regards why the opportunity has arisen. The HMCTS change programme is a complex, six year change programme. Whilst there is a requirement to replace some capabilities due to the natural expiry of commercial agreements, the programme portfolio is expanding to cover themes and subjects that have yet to commence. 12. Is first week July a guaranteed start date for all of the 12 resources requested Thank you for your question regards commencement date. The current programme plan requires the three teams consisting of the 4 capabilities to commence during July. There will be handover from the incumbent suppliers and additional themes to commence, as such the bidders should present their proposals accordingly 13. The maximum day rate for the PMO role is £300 which seems quite low for the role described. Can we see a job description and is this role/rate open to alternative suggestions? Thank you for your question regards rate and role. This particular tender does not call for PMO resource, however it does relate to the HMCTS tender that relates to "HMCTS Change Programme - Technical Discovery and Agile Delivery Management Capabilities". The bidders should assume the PMO resource relates to "Supporting" roles that will provide project administrative support services; e.g. maintaining risk/issue logs, on-boarding team members, updating project plans, organising meetings, supporting the leadership team. 14. May I ask a qualification to my question regarding proposal of one rather than three teams. Will the Authority accept proposals for a single team of four specialists (BA,UX,UR,CD) in total rather than three teams each with four specialists as stated? Thank you for your question requesting clarity on the number of teams required by the MOJ fro this particular tender. The HMCTS Change Programme is a complex, 6 year transformation programme for which a number of tenders for smaller team capabilities will be issued, however, I'm afraid that in this instance the programme require the supplier to meet the full requirement specification. 15. Within the evaluation, there is a requirement for a proposal. On this current process there is no way to send a proposal. Please can you confirm how / when the proposal needs to be submitted? Thank you for your question regards the Dos2 process. In accordance with the DOS process, the top 5 suppliers that are shortlisted from the first stage; "Skills and experience", will be invited to the second stage; "How suppliers will be evaluated", where they will asked to submit a proposal, introduce their team and potentially provide a presentation. 16. In the 'Nice-to-Have' Skills and Experience, you reference 'scaled agile delivery'. Do you mandate SAFE or other frameworks like that? Thank you for your question, unfortunately the MOJ are unable to provide a response as we don't understand the question. Can you please provide clarity to the question and the reference to "mandate SAFE or other frameworks". Thank you. 17. As part of your scaled agile rollout - do you have a preference of Scaled Agile methodologies i.e. Scaled Agile Framework (SAFe), Disciplined Agile Delivery (DADs), Nexus or other frameworks? Thank you for your question regards Agile methodology. The programme mandates the SAFe Agile Software development framework. For suppliers not familiar with the terminology, it consists of a knowledge base of integrated patterns, that are modular, enabling HMCTS to implement enterprise-scale Lean-Agile development.