NHS England User Research for the Integrated Single Finance Environment (ISFE)

Description

Summary of the work NHS England/Improvement are planning a procurement exercise to tender for a second generation Integrated Single Finance Environment service. To shape the procurement process we require. Phase 1 a review of engagement research so far with recommendations for subsequent user research phase. Phase 2 to advise, plan and deliver user research. Expected Contract Length The work will continue for 8 months. Latest start date Monday 10 January 2022 Budget Range Budget range Phase 1 – review of existing work up to £5,000. Phase 2 – delivery of recommendations made in phase 1 up to £130,000. Why the Work is Being Done NHS England/Improvement are planning a procurement exercise to tender for a second generation integrated financial service (Integrated Single Finance Environment). The ISFE enables NHSE/I to prepare consolidated accounts. It is mandated across and wholly funded by NHSE/I. We need to undertake a comprehensive review of the engagement and user research undertaken so far. This must explore what further user research needs to be undertaken (discovery phase). The user research phase should understand the experiences of users of the existing ISFE software system and service and include reviewing recent working changes due to COVID-19/pandemic. This research phase must explore how users would like the system to work and operate in the future and understand their needs and requirements. We require outputs grounded in empirical research to shape the procurement specification, and inform suppliers how the software needs to be developed to meet service user needs. Phase 1: review existing user engagement and research undertaken to inform user research in phase 2 Phase 2: identify opportunities to improve the experience of users across NHS organisations using ISFE now and in the future understand issues, concerns, problems and difficulties with the present service which can be tackled and resolved in the future system. Problem to Be Solved There are two phases of work. Phase 1 is to conduct a review of engagement and user research undertaken to date. The review should make recommendations for user research activity. Phase 2 is the delivery of the additional user research activity recommended in the first phase. Research objectives: -how users are using the service at present and identify how they are working with it and any issues or concerns they have -understand system users by what they are trying to do and their role and responsibilities (specifically the nine protected characteristics and accessibility factors) -understand system users according to their accessibility needs, for example: neurodiversity, impaired vision, motor difficulties, cognitive impairments or learning disabilities and deafness or impaired hearing. The provider should deliver/provide: -Review of existing user engagement and research undertaken and recommendations for further user research -Develop research plan for user research, and outline all elements including user research methodology, recruitment and results analysis and evaluation -Lead the delivery of the user research plan working with the NHS project team and supply resource as required to support and compliment the NHS team -The following roles which should be named leads: lead user researcher, content designer and interaction designer. Who Are the Users There are a total 20,000 staff of which there are 2,000 core ISFE users (i.e. regular users across a number of modules rather than a single-use module only). Staff using the system currently are across NHS organisations including: NHSE/I (including TDA and Monitor), CCGs, CSUs and NHS trusts. We require the supplier to include in their response how they will deliver the following: Phase 1: ● Review of project and engagement and user research work undertaken so far ● Recommendations for the phase 2 user research Phase 2: ● Plan, manage, deliver and conduct the user research recommended in phase 1 ● Timeline of proposed activities and deliverables. We appreciate that the successful supplier will be working in an agile manner and so work and timelines will be reviewed throughout the project Provide the CVs for the individuals who will be the named leads for the following roles: ● User Researcher ● Content designer ● Interaction designer ● Two sides A4 per CV, font size 12 ● Details of the team and structure and operating model and working practices Work Already Done As part of the work towards the procurement process, the finance team have undertaken some user research and engagement. This has taken the form of surveys and subsequent user events where changes and improvements to the existing service have been discussed and reviewed and additional feedback received. This feedback has been used to understand what is important to users so far, and also to amend the existing service as well as help shape the specification for any new service. Existing Team NHS Project Team Current Phase Discovery Skills & Experience • Experience of delivering user research against the Government Service Standards (3%) • Strong quantitative and qualitative user research experience (3%) • Experience in developing a variety of user journeys (3%) • Experience of leading a process to develop the vision, scope and roadmap (3%) • Strong stakeholder management skills and experience (3%) • Experience of participant recruitment and carrying out contextual research (3%) • Experience of working in public health (or related) projects (3%) • Experience of working with local government or the NHS. (3%) Nice to Haves • Experience of working collaboratively, sharing knowledge and experience (3%) • Evidence of leading in project governance and delivery (3%) • Evidence of building relationships quickly (3%) • Experience of engaging and working with a range of staff groups (3%) Work Location We envisage all work will be predominantly done online using communication tools such MS Teams or email Working Arrangments We'd like to be a call-off approach, we will work with the successful contractor to agree frequency of meetings No. of Suppliers to Evaluate 4 Proposal Criteria • Discovery approach and methodology (3%) • How the approach would meet our requirements (3%) • Estimated timeframes, including milestones (3%) • Identified risks and dependencies, with mitigations (3%) • A clear research plan that demonstrates how they will conduct the discovery research (3%) • A clear research plan that demonstrates how they will conduct the discovery research (3%) • Approach to producing low fidelity ideas that could be explored in subsequent alphas (3%) • Team structure, details of the personnel to be involved including their role for this project and their relevant experience (3%) Cultural Fit Criteria • Ability to show data evidence for insights and recommendations (2%) • Be comfortable in advocating for agile practices, user centred and inclusive design. (2%) • Transparency and collaboration in working practices (2%) • Ability to share knowledge and experience and communicate recommendations with non-technical groups (2%) • Be transparent and collaborative when making decisions (2%) • Challenge the status quo (2%) • Work as a team with our organisation (2%) • Have a no-blame culture and encourage people to learn from their mistakes (2%) • Take responsibility for their work (2%) • Can work with clients with low technical expertise (2%) Payment Approach Capped time and materials Assessment Method • Work history • Reference Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers No questions have been answered yet.