My MCA - Online, Role Based Access, Customer Portal

Description

Summary of the work A specialist team is required to carry out discovery for the full scope of work for My MCA whilst developing a alpha MVP prototype for GDS approval. The vision for this is far reaching and must be developed iteratively for long term success. Latest start date Monday 7 February 2022 Budget Range The budget for discovery and alpha is £300K (Excluding VAT). We would like suppliers to break down the cost between and indicate a payment schedule for the work being carried out. It is recognised that the timeframe for completing discovery and alpha is limited, however, we hope this challenge can be overcome and that suppliers can demonstrate how this may be achieved. If this is not feasible it will be helpful to understand what can be achieved and the corresponding cost. Please note MCA resource is available to work with the successful supplier, which may affect costing. (See "Existing Team") Why the Work is Being Done Our vision is to utilise digital technology to provide customers with the ability to carry out their business online through a single point of entry and role based access. Providing customers with the ability to view and amend some of their personal information and/ or documentation as well as apply and pay for services online and tracking of applications through role based access to the portal. This will help to modernise the way services are offered enabling and improved customer experience and access to information and services 24/7. Problem to Be Solved Services are currently rendered via manual processes such as paper applications and manual payments. Data is recorded and stored on several individual internal systems. From these systems certificates are issued with no customer facing aspect. If information is sought by the customer, it is done either by email of over the phone; which is both resource intensive and reliant on UK business times. Due to the wide range of customer types, role based access is key to offering the right services to the right customers Who Are the Users As a Seafarer I want to apply and pay for my certificates online. I want to track my application. I want to be able to see and change my contact/ delivery details. As an Vessel Owner/ Operator I want to see my ship certificates survey reports and any outstanding actions. I want to register a new vessel online. As a Port State Control Officer I would like to check the validity of ship certificates online. As a Crewing Agent I would like to check the validity of a Seafarer's Certificate of Competency *Other users have been identified with similar access requirements Early Market Engagement Early Market Engagement was carried out to understand the broad scope of cost for carrying out discovery for the full scope of My MCA whilst delivering an early life alpha concept to develop My MCA iteratively. Work Already Done Some internal discovery work has been completed to understand the potential scale of the project and the potential users. This has identified the internal systems that hold information relevant to the customer, a list of potential customer and what they may be able to achieve through an online portal. The next stage is to carry out a more detailed user research with the customer to fully understand their needs and wants. Existing Team The team will be working with MCA's Service Design team, Technical Architects, Data team and business SME's. Current Phase Discovery Skills & Experience • Specialist capability and experience in carrying out discovery work relating to online services or similar, including robust and secure role based access. • Must have experience in user research and developing demonstrable concepts/ models through Alpha. • Proven service design and end to end development / technical expertise in delivering a digital service in the public sector. • Supplier must have recent experience within the last 2 years delivering digital projects in line with the GDS Service Design Manual and Service Standards for a Government department. • Have experience designing services for users who access the site using multiple devices (laptop, mobile, tablet). • Evidence of proficiency of UX, UI and interaction design techniques particularly using the GOV.UK prototyping kit to test with users. • Evidence of proficiency in creating prototypes and to support user research, stakeholders and design team to support decision making. • Experience of planning, documenting and communicating the design process and concepts in a clear concise manner. • Experience working in Agile environments using SCRUM or other Agile frameworks. User centred design services (user research, interaction design, content design) • Experience of Agile practices, tools, techniques - working within a multi-team Agile programmes. • Delivering outcomes at pace within tight timescales. • Experience of integrating other services. • Demonstrable experience of Identity and Authentication Technologies. • What is your earliest start date? Nice to Haves • Security standards adherence e.g. ISO 27001 or equivalent. • An understanding of MCA, ideally, UK Maritime Services business and/or UK certification/ examination processes. • Experience working in a regulatory environment. Work Location MCA Southampton SO15 1EG. For the most port teams are expected to work and collaborate remotely however, office based meetings can be arranged ad hoc. Working Arrangments The team will work closely with the project's Delivery Manager (MCA) and Business Change Manager (MCA) and stakeholders. Regular meetings/ catch ups to report on progress will be required and arranged in collaboration with the Delivery Manager. Agile methodology is expected including daily stand ups, sprint planning, sprints, retrospectives and show and tells. Security Clearance BPSS (Baseline Security Level) Additional T&Cs The supplier should have experience delivering digital services in Government with an understanding of requirements of: • GDS tech code of practice & digital service standards • Adhering to the DfT architectural principles & have design documents approved by the DfT Digital Design authority. • Alpha/ Beta GDS service assessments No. of Suppliers to Evaluate 3 Proposal Criteria • Demonstration of approach to discovery, including timeframes & cost, what the MCA can expect as an output. • Demonstration of how early concept (alpha), will be developed, including timeframes and cost, to achieve GDS approval • Demonstrate value for money • Identified risks and dependencies and offered approaches to manage them. • Identify the approach and methodology to the project planning and delivery, identifying the main stages and activities proposed at each stage. • Estimated timeframes for the work to be completed • Describe your team experiences, capabilities plus and how you will integrate with MCA resource. • Detailed resource plan – demonstrating resources will be used and at what stage. • How the approach or solution meets business needs • Demonstrate knowledge of service standards, such as GDS ServiceStandards and TechCode ofPractice, cyber security, Data Protection Act(DPA/General Data Protection Regulation(GDPR), Public Records Act, Freedom of Informant Act(FOI), Security Policy Framework(SPF) • Detail how your Delivery Manager will run sprint planning, sprint development and communicate progress with MCA. Cultural Fit Criteria • Demonstrate how you worked collaboratively in a dispersed multi-disciplined team, with stakeholders and subject matter experts to seek actionable feedback to resolve queries quickly and effectively • Experience of transparent and collaborative decision making • Experience of taking responsibility for their work and resolving problems effectively • Experience of sharing approach, knowledge and skills with other team members Payment Approach Fixed price Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Please can the Authority confirm the timeframe required for completing discovery and alpha? We have indicated 3 months to carry out discovery and alpha (noting that we wouldn't expect the alpha solution to represent the full scope of work that is expected to be identified in discovery. We expect alpha to demonstrate how a user may access and interact with a sufficiently mature, existing system.) 2. Please can the Authority provide an indicative view of the volume of cases potentially involved? Users or applications submitted in paper format today. Unknown; I'm assuming by 'cases' you mean customers creating a user profile to access the system. The type of interaction between customer and My MCA will vary between customer type. Some customers will only require access to information; other customers will, in time, be able to carry out applications for services. MCA does not yet know the scale of 'users' or the number of transactions however, at end state with the full scope achieved the number of applications for services per year will be in the thousands. We would hope that this question would be answered during discovery. 3. Please can the Authority provide details of any suppliers involved in Early Market Engagement or discovery work completed to date? Suppliers that responded to early market engagement were:Made Tech; DXW and Helastel 4. Please can you advise and share the planned timescales for the end to end procurement process e.g. dates for proposal, presentation and award. The deadline for applications is the 19th Jan; the dates when we expect to invite shortlisted suppliers to present their proposals is dependant on the time it takes for CCS to provide us with a shortlist of suppliers. We will provide suppliers invited to present their proposals 5 working days to prepare. At the earliest I would expect that to be around 10th Feb or 14th Feb. We assess responses immediately following and notify bidders of our results. 5. Can the Authority clarify the preferred technology stack for implementation? Would the Authority be open to a low-code solution? We would look to utilise the most effective solution to resolve the problem. We are not set on a particular method. We would expect options for the solution to be presented as part of discovery to enable MCA to make an effective decision for the future course of My MCA development. Any solution would need some flexibility meet tailored MCA requirements. 6. In seeking further clarification to your response to Question 4. Can you further clarify as to when you plan to run the RFP phase please? As the gap between RFI submission (19th January) and Presentations (10 to 14 Feb) appears to be fairly short. It's difficult to say with any certainty at this stage because we don't know how long it will take Crown Commercial Services to review applications and provide us with a shortlist of suppliers. Assuming this is a week from the closure of the advert, we hope to review the shortlist of suppliers w.c. 31st January. We then hope to invite a shortlist of suppliers to present to us, at the very earliest around the 10th Feb. Again this is dependant on the response time from CSS, the number of shortlisted applications we receive. I hope that provides some clarification. 7. If successful with this Discovery and Alpha phase will bidders be excluded from subsequent phases of this project? No; the outcomes of discovery and alpha will be reviewed in detail and subject to business approvals, a procurement exercise will be carried out to fully develop and implement the solution.