Awarded to risual Ltd

Start date: Wednesday 18 September 2019
Value: £19,950
Company size: SME
Devon County Council (DCC)

CP1797-19 Benchmarking & User Research to inform business case for Microsoft Managed Desktop Service

9 Incomplete applications

5 SME, 4 large

9 Completed applications

6 SME, 3 large

Important dates

Friday 19 July 2019
Deadline for asking questions
Friday 26 July 2019 at 11:59pm GMT
Closing date for applications
Friday 2 August 2019 at 11:59pm GMT


Summary of the work
Development of success criteria and measures for a pilot. Capturing baseline information. Undertake User Research to understand users requirements. Evaluate success of pilot by re-running metrics and user research. Production of initial report of baselined information and then a final report, together with a draft business case based on findings.
Latest start date
Monday 9 September 2019
Expected contract length
12 months
South West England
Organisation the work is for
Devon County Council (DCC)
Budget range
Up to £20,000.

About the work

Why the work is being done
DCC will be running a pilot for a Microsoft Managed Desktop Service for 100 users. This is to inform our longer term "desktop as a service" and device replacement programme. As part of the pilot we wish to learn about the new service and assess benefits for the organisation and our users. This piece of work is to undertake user research and create benchmarking data to evaluate and measure the success of the pilot. We expect the user research activity and measures to be re-run towards the end of the pilot and analysis undertaken to inform a business case.
Problem to be solved
Development and capturing of success criteria based on user research and organisational metrics to identify benefits to inform a future business case.
Who the users are and what they need to do
The users for the pilot will be DCC staff who wish to have a device, operating system and productivity tools that meet their needs. As an ICT Commissioner I need to understand user requirements and whether the new service meets these requirements. As an ICT Commissioner I need to understand whether this pilot has been successful, through both qualitative and quantitative measures. As an ICT Commissioner I need to understand if there is a business case to proceed past a pilot stage.
Early market engagement
Any work that’s already been done
Existing team
Some limited internal ICT staff will be available including an ICT Technical Architect, an ICT Strategy Officer and some administrative support.
Current phase

Work setup

Address where the work will take place
County Hall, Topsham Road, Exeter, Devon EX2 4QD
Working arrangements
The organisation may work remotedly but will be required to spend some of their working time at DCC County Hall Exeter to engage with key stakeholders and undertake user research.
Security clearance

Additional information

Additional terms and conditions
All expense and costs to be included in the quoted price. The expected contract length is 12 months, although activity is expected to take place at the beginning of the pilot and then towards the end of the pilot to allow time for the pilot to run and generate data. The final analysis and business case must be finalised by the end of June 2020.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • ES1. The allocated practitioner has experience of planning, conducting and documenting user research with a mix of users using a variety of techniques. 18 Points
  • ES2. The allocated practitioner has the ability to identify and document suitable success criteria for the pilot and then design and run appropriate ways to capture feedback. 17 Points
  • ES3. The allocated practitioner must have previous experience of analysing and summarising feedback. 10 Points
  • ES4. All practitioners must have strong organisational skills with the ability to plan and prioritise their own workload and provide regular updates. 8 Points
  • ES5. The allocated practitioner will have experience of producing business cases to inform strategic investment decisions. 15 Points
Nice-to-have skills and experience
  • NH1. An allocated practitioner will have experience in identifying the financial costs of running on internal ICT Service to help us assess a "like for like" ...
  • ... comparison of running the service externally and determining whether the new service demonstrates value for money. - 7 Points

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Documented evidence of essential skills.
  • Explanation of how work would be undertaken Value for money.
  • How the proposed approach meets, experience of user research, experience of benchmarking, development of success criteria, ability to work with staff to identify, proivde and interpret benchmarking data.
  • Experience in assessing pilot success and developing a business case.
  • Presentation information: It is the Authorities intention to undertake
  • a presentation on 15th August 2019 with the shortlisted bidders once the bid submissions have been recieved.
  • This will be based on the bidders proposal and may mean scores will change.
Cultural fit criteria
  • CF2. Quickly joining teams and understanding their needs and ensuring delivery within set timescales. - 2 Points
  • CF2. Quickly joining teams and understanding their needs and ensuring delivery within set timescales. - 3 Points
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Question 1: Can you confirm that all the elements in the summary of work section are to take place over a 12 month contract and the budget is 20k inclusive of expenses?
Answer 1: This is correct. It is anticipated that there will be work at the start of the project to undertake user research, create success measures and benchmark before the pilot starts. Then a piece of work after the pilot has been running for a minimum period of 6 months to re-run the measures, evaluate the pilot to determine if the pilot is a success or not. It is expected that will be many months when the pilot is actually running when work will not be required.