Post Office Limited

Post Office Experience Design for Identity Services (IDS) Digital Identity programme

Incomplete applications

Incomplete applications
19 SME, 4 large

Completed applications

Completed applications
15 SME, 9 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Monday 8 July 2019
Deadline for asking questions Monday 15 July 2019 at 11:59pm GMT
Closing date for applications Monday 22 July 2019 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work Post Office requires a supplier to lead on all experience design (UI, UX, Research, Strategy) within Identity Services (IDS) business unit across their Digital Identity programme and projects.
Latest start date Monday 12 August 2019
Expected contract length Up to 2 years
Location London
Organisation the work is for Post Office Limited
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Identity Services (IDS) business unit have an ambition to lead the UK market for identity services. Today, physical ID checks create potential for human error in transactions & current ID systems are limiting secure and efficient service delivery. 19/20 is our product focused development year to create a service that transforms the way UK citizens prove who they are and how organisations verify that customers are who they say they are.
Problem to be solved Users today face service exclusion from an inability to demonstrate their identity. With many steps and physical documentation often being required it’s a poor customer experience and one that customers suffer time after time with the process being executed on a singular basis, repeated for access to different products. In addition users are exposed to the risk of identity theft and privacy breach.

For Clients the process of having to validate customers’ identity leads to high drop out rates, inefficient service delivery and the risk of fraud from stolen or incorrect customer information eliciting access to their services.
Who the users are and what they need to do Digital identity is a market place product and therefore solves issues for both b2b clients and b2c users.

As a user I need to prove who I am so that I can apply for / access a service

As a client I need to verify who a customer is so that I know they are eligible to gain access to my services
Early market engagement
Any work that’s already been done We have created the beta version of our product. This is the first iteration of the user experience with core functionality and limited use. We now have a test base from which to gain feedback (user and client) and iterate the service ahead of MVP public launch.
Existing team You will be working with a blended team from Post Office and our delivery partners. Post Office lead on proposition and design and our partners build and deliver our services.
Current phase Beta

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place London. Travel to The Hague, The Netherlands may sometimes be required.
Working arrangements Project teams will work with the selected supplier to outline a clear set of weekly deliverables along with longer term goals and give continuous feedback.
Progress on activities will be monitored through a daily stand-up and/or end of day review and workshops when required to ensure UX design is incorporated into the user stories/technical requirements. The supplier will also be expected to participate in the standard Agile practices of sprint planning, retrospectives, demos etc.

You will also be expected to document feedback from stakeholders and document RAID items as they are raised and user stories relating to the UX requirements
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions

Skills and experience

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

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Have demonstrable experience of providing UI and UX services in support of new digital propositions
  • Have experience in using UI and UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design
  • Have experience working on designing apps for consumers (both iOS and Android)
  • Have demonstratable experience of working within an Agile environment and cross-functional teams
  • Be able to collaborate closely with UI Designers on Design Pattern Library and Style Guide definition
  • Have the ability to iterate designs and solutions efficiently and intelligently
  • Have the ability to design, set-up and facilitate internal user testing (labs, gorilla, focus groups)
  • Be capable of rapid development of prototypes, informed by research and testing
  • Have demonstratable experince creating modern and eye catching illustrations and fit for mobile annimations
  • Be capable of creating customer-centric design
  • Have previous experience working with an near/off-shore development team
Nice-to-have skills and experience
  • Experience within Identity space
  • Experience working on designing an internal/b2b website/portal
  • Previous experience working with a retailer client
  • Present engaging output to stakeholders at all levels and gain buy-in
  • Commitment to decisive delivery
  • Quickly learn and understand the project vision and detail along with end user needs
  • Evidence on working on a technically complex product development and how you help inform prioritisation of UX in a fast-paced sprint enivornment

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Proposed technical solution
  • Proposed methodology and approach to the project
  • How the approach meets the goals of the project
  • How the approach meets user needs
  • Ability to work to our timeframes
  • Proposed team structure
  • How the supplier has identified risks and dependencies and offered approaches to manage them
Cultural fit criteria
  • Have the ability to be frank and honest, while also being diplomatic
  • Be able to work collaboratively with a range of internal and external stakeholders at all levels
  • Promote an environment of openess and knowledge sharing between the project team
  • Have the ability to be engage in complex technical issues and translate these to non-technical stakeholders
Payment approach Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you advise which supplier or suppliers helped create the beta version of your product? We will not be releasing this information.
2. How will you evaluate the price element of any shortlisted bidder's proposal? We will be using a weighted method whereby the supplier with the lowest cost will be awarded the total weighting and other suppliers would be awarded a lesser weighting in comparison to the lowest price.
3. Can you advise what suppliers you have been working with so far on this project? We will not be releasing this information.
4. Is the delivery partner that you mention the off/near shore partner? We have multiple delivery partners in the UK and Europe.
5. Do you expect the supplier team to be co-located with you in London (plus the travel you mention) or could they be based remotely, with regular travel for workshops, research sessions etc? We expect co-location in London.
6. Will the winning supplier need to be based in London full time? Yes, based with our team full time in Post Office’s London office.
7. Please can we arrange a Q&A call? We do have a lot of questions and the brief is very short. At this stage we will not be arranging clarification calls, please issue your questions via the Digital Market Place.
8. Can you clarify if the team is required to be present on-site all the time or can work in a blended model where they are on-site for interactive exercises but then work off-site? We want to work as an integrated team and find due to the fast pace of work that onsite is most suitable so would like this to continue.  Travel expenses will not be paid additionally so must be included in the budget.
9. What is your budget range? Digital Identity has an average budget of £300-400k per financial year for CX and UX design projects (subject to annual financial planning). We anticipate a team of 2 resources from the supplier to work as part of our integrated team, working in 2 week sprints. The intention is for a focused piece of work in 2019 to conclude our digital identity MVP product and launch into market. 2020 will be iterative design improvements and new feature design
10. Please can you clarify:
1. Is the opportunity confined to the user-facing services (UI, UX etc.) of the programme only?
2. Will there be an opportunity to assess, make recommendations on, and thereafter potentially iteratively develop (as part of collaborative programme and technology roadmaps), the core backend identity services themselves?
3. Is there an incumbent supplier?
4. Are the Post Office open to joint bids on this opportunity?
5. Is there a specified budget allocated?
1. Yes, it is solely for the UX design aspect of the service
2. No. This tender is only for UX work as part of the wider programme which has been running for a while. All other suppliers in the ecosystem of delivery are already in place.
3. Yes, the first phase of the project has been executed with a supplier. We now need to extend the service for phase 2.
4. No, we would like a sole supplier as this is for specific skills and should be provided from one company
5. See previous answer re budget
11. 1. How many people are expected within the team?
2. What is the budget considering it is a fixed price?
3. How big is the current design team?
4. What is the expected volume of work – i.e. days per week/month/etc.
5. Is the team expected to be on-site permanently or is some remote working possible?
1. The number of people is dependent on the bidding team’s organisational set up and the skills of their resources.
2.See previous answer re budget
3. It’s currently 2-3 people as each sprint dictates
4. Full time
5. Permanently on-site, one day a week remote working could be discussed if it suited schedules but would need to be regularly assessed and not a weekly given.
12. Can you elaborate on the specific technology/services in the identity space you’re referring to? This work is related to digital identity.
13. Would it be possible to get sight of the prototype or some information on its scope in order to tailor our response? As the beta has not launched we will not be sharing this information at this stage of the bidding process.
14. 1. What is the beta? App/PWA? Can we see it?
2. What is the beta built on?
3. What tech/platforms would this need integrating to?
4. What is the current roadmap of the tool?
5. Where is the data coming from?
6. What is the budget?
7. What is the brief? Are we creating a platform to host the tool?
1. The beta app is not publically released
2. Native ios and android app development
3. This bid is for UX, CX and applied visual design only.
4. We will not be releasing this information
5. We will not be releasing this information
6. See previous answer re budget
7.The work is CX, UX and visual design for app and web devices. Design templates have been created as part of the beta app creation. The brief is now to iterate and extend for the additional features to MVP and then to iterate as we develop the service further post launch
15. 8. Could you provide any background on IDS?
9. What are your KPI's?
10. Is there any existing IDS tech or solutions you aspire to?
11. Who is the target audience?
8. Identity services is a business unit within the Post Office running and developing our portfolio of identity services. This bid is only for our digital identity service and is not to work across the full portfolio.
9. We will not be releasing the product’s KPIs as this is commercially sensitive information
10. Not related to UX
11. The audience for DI is both b2c and b2b although the primary of the CX & UX work is for b2c.
16. 12. Has any user research happened for the beta? 12. Yes, UX labs have been conducted. The outputs of this research will be shared with the selected provider as part of their onboarding process.
17. Is this opportunity open to a new starter on DOS 3? This opportunity is available to all suppliers on the DOS 3 Framework.
18. Can you please confirm if there is an incumbent bidding for this work? Due to the limitation of the DOS framework we do not have oversight of the interested parties to this procurement.
19. Price is weighted at 35% in the evaluation weighting. Can you please share more details about your budget? Digital Identity has an average budget of £300-400k per financial year for CX and UX design projects (subject to annual financial planning). We anticipate a team of 2 resources from the supplier to work as part of our integrated team, working in 2 week sprints. The intention is for a focused piece of work in 2019 to conclude our digital identity MVP product and launch into market. 2020 will be iterative design improvements and new feature design
20. Can you provide further information regarding the underlying technology of the beta version of your product? Native iOS and Android.
21. Can you provide further detail on the population of users that would be impacted by the next stages of the project? Our ambition is that digital identity is available to all. We will be able to discuss user profiles and volumes with the selected partner following contract award.
22. Do you have a project/ roadmap you can share to help us understand your requirements and timelines? We will share further details with the shortlisted suppliers.
23. Are you working to GDS standards and processes and with their involvement? The answer to this question does not affect a bidders response to this procurement therefore we are declining to respond.
24. Given that you have suggested this is up to a 2 year engagement are you expecting a flexible number of people to work on site with you as and when needed or a fixed team to be provided for that time? Resourcing will depend on your company's set up and skill sets within individual resources. We have no requirement for a fixed number of resources, we are looking for delivery of work packages.