'Get Help With Tech' Remote Education Tech Support for Schools - Digital Delivery Specialists copy

Description

Summary of the work Development of the DfE customer facing service hub, providing remote technology for users. Specifically focusing on designing, developing, and maintenance of a service that fits together as a coherent, consistent offer for users, as part of a longer-term aim to provide a single, seamless service with a common entry point. Expected Contract Length 12-Months + additional 12-Months subject to performance and commercial governance. Latest start date Monday 5 July 2021 Budget Range Upto £3.9m for 12-months. Why the Work is Being Done Get Help With Tech (GHWT) programme was established at pace as part of the Department’s response to Covid-19 and its impact on learning for disadvantaged pupils. It required the mobilisation of digital solutions that enable service users (i.e., schools) to access the services and provisions. These services are enablers of the programme aim; to improve remote education provision for disadvantages pupils through technology. As the service moves from a Beta to Live product, the emphasis will shift towards evaluation, understanding the impact of the service and lessons for the longer-term evolution strategy and the Department’s role in supporting a future offer to schools and young people. DfE need a supplier to work constructively with teams to improve the customer journey on these digital services, targeted at schools and children's social care. Working as part of a multi-disciplinary team to support the development of the customer facing service, providing enhanced remote technology for schools to & support the future Digital education strategy. Specifically focusing on designing, developing and maintenance of a service [https://get-help-with-tech.education.gov.uk/] that fit together as a coherent, consistent offer for users, as part of a longer term aim to provide a single, seamless service with a common entry point. Problem to Be Solved ‘Get Help With Tech’ (GHWT) programme will evolve into a steady-state maintenance hub and develop into a first-class user centred service for schools and young people. Using data and evidence to drive responsive and reliable customer service, DfE requires expert digital delivery support and consultancy to shape the future remote tech strategy to include: • A joined-up service for enabling schools to order devices and connectivity with a Programme homepage and guidance hub. • Rapid on-boarding/handover capability for seamless continuation of the DOS service provision. • As the programme moves from Beta pandemic response service to become a long-term Live service we will need to be able to: • Evolve the offer to ensure that it remains fit for purpose throughout the course of the pandemic and into recovery. • Ensure a programme legacy of a ‘maintenance and iteration’ function. • Ensure an understanding of the impact of the service, and its lessons, are clearly understood for the longer-term strategy. The approach will need to provide continuity throughout the lifecycle of projects, ensuring no break in support services. Expertise built-up in the team should lead to improved opportunities to grow DfE’s internal digital competencies and include shadowing and knowledge transfer. Who Are the Users Users need to be able to order devices, track, and ask questions via customer service portal. Users will be: -School administrators -Teachers -Education advisors -People that deliver children’s services -Local Authorities -DfE staff Early Market Engagement Prior to issuing this opportunity DfE have not undertaken specific Early Market Engagement. DOS Suppliers who express an interest in this opportunity can sign up for a 1Hr Q&A webinar - 2pm, Tuesday 27 April - to hear more about the current programme, challenges, and objectives by emailing a 'REQUEST TO JOIN DOS DIGITAL DELIVERY SPECIALISTS Q&A session' to - EYSG.DOS@education.gov.uk. Work Already Done Support for digital remote tech for education services is online in Beta via the GOV.UK website: https://get-help-with-tech.education.gov.uk/ This was created with 'Ruby on Rails' programme language. This now requires developing and enhancement, towards a well maintained hub that will track and support devices. Nearly 1.3 million devices have been delivered by March 2021 through the programme, with the potential for future device distribution and programme management. Existing Team Supporting the customer facing aspects of the DfE service that distributes devices, your team will work with internal DfE staff and suppliers from a range of digital disciplines including; architecture, security, policy, service/content design, and operational delivery/programme support. A handover from existing specialist suppliers may be required that currently provide; user researchers, product and delivery managers, business analyst, performance analysts, interaction/content/service designers. Any transition will need to be seamlessly managed to avoid any risk of service disruption. This contract will not prevent DfE from continuing to use other commercial arrangements to engage capabilities to support the volume of work. Current Phase Beta Skills & Experience • Evidence of pulling together the relevant aspects such as user research, organisation design, business analysis, data and policy intent to deliver digital services. • Make complex and technical information and language simple and accessible for non-technical audiences. • Describe how will you help DfE ensure delivery confidence, affordability, and value for money whilst delivering outcomes on time sensitive projects? • Provide details of recent experience with examples of using the styles, components and patterns in the GOV.UK design system to deliver digital products/services to Government’s Service Standards. • Provide details of your on/off-board process during different phases of a project and how you will quickly understand user needs to maintain continuity. • Experience of successful collaborative working, coaching and sharing knowledge with clients, particularly those with limited agile development experience. • Communicate service concepts and ideas using methods that allow others to see all the different parts of a service. • Evidence of designs and development of services through iteration, research, and testing. Nice to Haves • Experience of transferring knowledge to permanent staff within client organisation. • Experience of rapid on-boarding/handover capability for seamless continuation of the service provision. Work Location For the duration of COVID-19 working from home measures, all teams are expected to work and collaborate remotely. For any given Statement of Work (SoW) any requirement for face to face working later in 2021 is likely to be based in DfE offices in Coventry (CV1 2WT) however, other DfE sites maybe used in England. The primary base will be detailed in each SoW and expenses will not form part of the cost unless the supplier is asked to work from a secondary location during the execution of the work relating to the SoW. Working Arrangments Collaboration to create a strong, agile, inter-organisational team. We use specific Statements of Works (SoWs) to achieve our digital outcomes. Using collaborative tools enabling cross-site working including Microsoft Teams and Azure DevOps. For governance, we require weekly status reports and meetings including updates on risks, blockers, and successes. External facing services to be delivered to GDS service standards; internal services to the principles of GDS service standards. Ability to contribute to show and tells. Meet DfE architectural, data, technical and security standards and governance. Provide flexible capabilities, which may expand or contract including being able to work on multiple projects. Security Clearance DfE requires everyone to have baseline personnel security standard clearance (BPSS). There may be a requirement to gain higher security clearance/ enhanced DBS checks. This will be detailed in the SoW. The supplier will need to be compliant with the DfE's Security Standards and respond to a security questionnaire. Additional T&Cs Expenses must be pre-agreed and comply with DfE Policy. For each SoW, the supplier is obligated to undertake the relevant security and criminal checks as determined by DfE. A SoW will outline primary base location (which won’t attract expenses), knowledge transfer, working arrangements and outcomes and deliverables for each phase. All IPRs and the Deliverables shall belong to the Buyer unconditionally. This requirement is likely to be a mix of a supply of resource and outsourced managed services, therefore off-payroll working rules (IR35) may/may not apply. DfE will determine if off-payroll working rules apply, prior to each individual SoW. No. of Suppliers to Evaluate 5 Proposal Criteria Evidence of ability to make informed decisions based on user needs, available technology and value for money. Cultural Fit Criteria • What is your experience of working with other supplier's teams and understanding of how to play your part in a multi-disciplinary, agile service team. • Describe your approach to working in multi-disciplinary digital teams of mixed civil servant and managed service specialists, working to common service outcomes. • Describe your approach to working together as a team rather than individuals to help DfE achieve its digital outcomes for this service. • Describe your methodology for training, coaching, and knowledge transfer throughout the term of the contract to help DfE build in-house capability. • Describe how you will work collaboratively and transparently with the project teams and seek actionable feedback to resolve issues efficiently. Payment Approach Capped time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers 1. Must the service continue to be developed with Ruby on Rails or can it be migrated to a different tech stack? There are no plans to migrate to a different tech stack. 2. 1. Who’s in the incumbent and how long they have been the incumbent?2. Who’s on the panel? 1. The existing team is made up of a multi-vendor services from digital contracts across DfE. This contract will look to supersede these arrangements. 2. The panel will be made up of DfE business, commercial, technical, & representatives; to be confirmed. 3. Can you confirm the contracting timelines beyond Stage 1? Shortlisting and evaluation of suppliers will begin from 14 May with shortlisted suppliers to submit their applications by early June. Contract award is aimed by early July, a target contract start of 5 July 2021. 4. Can you confirm the existing supplier(s) for this work? The existing team is made up of a multi-vendor services from digital contracts across DfE. This contract will look to supersede these arrangements. 5. Can you provide more details on the ‘DfE security standards’? "As well as adhering to Cabinet Office security Standards (https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/710816/HMG-Security-Policy-Framework-v1.1.doc.pdf) Suppliers should be comply with relevant HMG security policy framework, NCSC guidelines and where applicable, DfE Departmental Security Standards, which include but are not constrained to the following: - DfE will require Baseline Personnel Security Standard:(https://www.gov.uk/government/publications/government-baseline-personnel-security-standard) - Industry standards, such as ISO27001, ISO27002, ISO22301 - Suppliers will be subject to IT Health Checks (ITHC)- Provide evidence of an acceptable level of security assurance. Information about the HMG Supplier Assurance Framework can be found at: (https://www.gov.uk/government/publications/government-supplier-assurance-framework) 6. We understood that this was for remote education during the pandemic – what’s the strategic intent for the service? Discussions are ongoing relating to the long-term future for the Programme so we cannot give a definitive answer at this stage. However, the aspiration is that GHWT programme will evolve into a steady-state maintenance hub and develop into a first-class user centred service.DfE requires expert support to shape the future remote tech strategy for a:• Joined-up service for enabling schools to order devices and connectivity with a Programme homepage and guidance hub.• Seamless continuation of the DOS service provision.• Subject to ongoing funding negotiations, help the programme move from Beta to become a long-term Live service. 7. Is this opportunity outside of IR35? This requirement is likely to be a mix of a supply of resource and outsourced managed services, therefore off-payroll working rules (IR35) may/may not apply. DfE will determine if off-payroll working rules apply, prior to each individual SoW. 8. Will you be recording and making available the Q&A session? The slide pack and additional questions will be posted on the DOS portal. The Q&A session will not be recorded. 9. What type of “role titles” do you envisage suppliers to provide? Are any developers needed? This requirement is for the following roles:Product ManagersDelivery managersService DesignersContent DesignersUser ResearchersTechnical ArchitectsInteraction DesignersThere is a separate workstream determining at the need for Software Developers. 10. Is there a rate cap for roles/SFIA bands? No, there isn't a cap but suppliers should note that price is a component in the assessment process. 11. Regarding this question: "Make complex and technical information and language simple and accessible for non-technical audiences" are you referring to internal audiences or external end users? Both internal and external audiences, as the Programme Board needs to be able to understand what suppliers are delivering and their approach. Suppliers outcomes will need to be clear and delivered in a meaningful way with a clear audit trail should an external audit of the service be undertaken. 12. Regarding this question, “Communicate service concepts and ideas using methods that allow others to see all the different parts of a service”. Can you define who “others” are in terms of who will need to see different parts of the service? The Get Help With Tec Programme Board and management need to be able to understand an approach being developed by suppliers and the underpinning rationale. 13. Regarding: “Provide details of your on/off-board process during different phases of a project and how you will quickly understand user needs to maintain continuity”, are you referring to phases in terms of alpha, beta, live or mid build in between these phases? DfE may move between different suppliers during a programme depending on the relative strengths of suppliers. This could be between Agile phases or in the event of the specification of the service needing to be revisited at short notice (e.g. because of Minister's requesting a change). A clear exit strategy with good transfer of Knowledge Assets from suppliers will also be expected. 14. You list the current phase as “Discovery”, will the successful supplier be joining at alpha? The service is listed as Beta. However, the service has already been in operation but was set up rapidly as a pandemic response service. We have now decided to review the service design, stepping back to create an 'Alpha', the results of which will be supported by the supplier. 15. You mention, "The successful bidder will be managed and monitored by the FCDO’s FSM programme team and will work closely with FCDO’s incumbent suppliers.” Will this contract fall inside or outside of IR35? The statement suggests the former. FCDO are not mentioned in the DfE requirement.This requirement is likely to be a mix of a supply of resource and outsourced managed services, therefore off-payroll working rules (IR35) may/may not apply. DfE will determine if off-payroll working rules apply, prior to each individual SoW. 16. Are you expecting to keep any of the existing people who are working on this? Or would it be advantageous for you to if you could? The requirement competition is open all DOS registered suppliers, including those in the current blend of teams. This competition will be evaluated on evidence submitted for the evaluation process only. 17. What is the existing team mix, in terms of in-house specialists and contracted expertise? The existing team is made up of a multi-vendor services from digital contracts, PSR resource and contracted managed services providers, working closely with civil servants. This new DOS contract will look to supersede and consolidate the current arrangements. 18. To who and in what form is knowledge transfer expected? This will be to a mix of DfE staff, other contractors, and potentially broader stakeholders. Mainly programme based knowledge to provide learning, and an audit trail, on what was delivered, why, and how. Upskilling of civil servants would also be beneficial. 19. What are the handover plans from the existing team? As there are numerous contracts and suppliers the handover from existing teams will be staggered as we transition from the multi-vendor arrangement to the consolidation of the digital delivery specialists to one simplified contract for the service. Some areas we do not anticipate needing an extensive handover.DfE will be interested in the capability of suppliers to work collaboratively in managing a smooth handover and quickly on-boarding for delivery at pace. 20. How will DfE assess Social Value within this tender? DfE plans to revise the evaluation weighting to ensure that at least 10% of scores are attributed to criteria assessing supplier social value capability. These criteria will be set out to suppliers invited at stage two but we anticipate social value criteria sitting within Cultural Fit criteria. This will result in a provisionally revised stage two weighting structure of; Technical competence (55%), Cultural Fit incorporating Social Value (20%) and Price (25%). 21. Within suppliers’ individual responses, are you looking for multiple examples at a lower level of detail or a single, more detailed, one? This is not prescriptive, however, assessors will be looking for an emphasis on quality outcomes that reflect the required technical criteria, more so than quantity. 22. Can you please clarify what is meant by the term organisation design in the following question; 'Evidence of pulling together the relevant aspects such as user research, organisation design, business analysis, data and policy intent to deliver digital services. 'Organisation design' in this case is about considering how the organisation has been structured in relation to the service that it is required to deliver; mapping this out and finding a better, more structured and efficient way for digital delivery. 23. Could you please confirm what is meant by “different phases”?Provide details of your on/off-board process during different phases of a project and how you will quickly understand user needs to maintain continuity. 'Different phases' are as the projects in the programme move between Alpha/Beta/Live. 24. When discussing onboarding/handover is this referring to the supplier handing over or receiving, and how does this questions differ to the on/off board process question? Onboarding/handover is referring to a supplier taking onboard work or handing over work to another supplier. This can be at the level of a whole team who have been brought into develop a process and approach for internal staff to operate going forwards, handing over to another supplier following a change of contract or handover between individuals where one of being replaced by another, either from the same or different supplier. We are looking for evidence that knowledge gained through development of a service by the supplier will be captured and transferred in a manner that supports service continuity. 25. Will price be assessed solely on the supplier’s rate card, or will price be assessed on a capped time and materials basis to deliver an outcome? Capped time and materials basis to deliver an outcome, based on what flexibility, if any, there is on rate cards. 26. Can you please confirm if the preferred working arrangements for later in 2021? DfE staff and contractors are currently working remotely, which has worked well for the majority of projects and programmes. It is assumed that the working arrangements as detailed in the requirement will remain the same. However, they are subject to changes in circumstance and policy dependent on COVID-19 recovery. Once DfE premises are fully operational again, we will want to be able to request that contractors attend face to face sessions if and when required on an irregular basis (we have assumed monthly as a maximum). 27. Can you please confirm if you expect answers to the following questions to follow the DOS guidance with evidence of our past experience (i.e. what the situation was, the work you did, and what the results were)?“Describe how will you help DfE ensure delivery confidence, affordability, and value for money whilst delivering outcomes on time sensitive projects?”“Provide details of your on/off-board process during different phases of a project and how you will quickly understand user needs to maintain continuity." Yes, the assessor will be looking how past experiences have informed your approach to delivering an effective and efficient service with DfE as your customer.