Department for International Trade

Discovery and design phase for inbound enquiry handling & channel strategy

Incomplete applications

Incomplete applications
20 SME, 3 large

Completed applications

Completed applications
Important dates
Opportunity attribute name Opportunity attribute value
Published Tuesday 14 January 2020
Deadline for asking questions Tuesday 21 January 2020 at 11:59pm GMT
Closing date for applications Tuesday 28 January 2020 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work A discovery and design phase is required to re-shape DIT's operating model for handling inbound enquiries to the Department.
Latest start date Monday 17 February 2020
Expected contract length 8-10 weeks with optional short-term extensions available
Location London
Organisation the work is for Department for International Trade
Budget range £80k-£100k

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Department has identified a number of problems stemming from the proliferation of contact points across DIT. In order to begin to address these problems (with a view to improving the customer service experience, drive efficiency, and reduce costs), a team is needed to conduct a discovery and design phase with a view to shaping the Department's new operating model for handling inbound enquiries.
Problem to be solved The proliferation of contact points across DIT presents the Department with a variety of challenges, specifically:
• An inconsistent service provision leading to inconsistent experiences for businesses
• Duplication of ‘contact centre’ activity and systems across the network
• Lack of consistent processes and MI

To this end, DIT needs a team to:
• map DIT’s existing inbound enquiries ecosystem in detail
• develop core principles to inform a Departmental channel strategy
• design a viable (and proportionate) service and operating model to manage inbound enquiries, identifying benefits and cost
• identify and cost options from a digital, data and technology enabler perspective
Who the users are and what they need to do Inbound enquiries are predominantly generated by businesses in the UK and overseas, trade associations and other partners. Internally, enquiries are handled by a combination of civil servants, partners and managed service teams.
Early market engagement
Any work that’s already been done A small amount of work internally to map the current enquiry units has been done.
Existing team The supplier will be working with a number of teams across DIT - a working group with representatives from these teams will steer the project.
Current phase Not started

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Windsor House, 50 Victoria Street, London, SW1H 0TL
Working arrangements The supplier will need to work between Windsor House and 3 Whitehall Place.
Security clearance BPSS is required before the work can commence.

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
  • Experience of delivering transformative channel strategies in complex, multifaceted organisations.
  • Extensive experience of conducting user research / business analysis / service design activity with businesses and civil servants to improve system or process effectiveness.
  • Specific experience in delivering services that comply with legal accessibility standards.
  • Experience delivering discoveries in line with the Government Service Standard - including the identification of user personas, delivery of user journey mapping and delivery of prioritised user stories.
Nice-to-have skills and experience
  • Experience of delivering channel strategies in globally dispersed/multi-national organisations
  • Experience of developing and supporting government systems with businesses as the primary customer.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Describe your approach to conducting this discovery & design phase, detailing key milestones, what your discovery report will look like, and how the outcomes can be used in future stages.
  • Describe the multidisciplinary agile team that will be conducting this work.
  • Describe any risks/dependencies your foresee in the delivery of this project, as well as recommended mitigation actions.
Cultural fit criteria
  • Demonstrate your ability to deliver in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual
  • Demonstrate your ability to work and communicate with non-digital team members
  • Demonstrate your ability to be able to work collaboratively across several government departments
Payment approach Fixed price
Additional assessment methods Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Will this include talks around refreshing the technical side of the contact centre for inbound inquiry handling and channel strategy? It's possible that we will be looking to include a refresh of the technologies but this is yet to be decided.
2. Is there an incumbent in place? Many of the enquiry handling services are outsourced to some degree, but there is not an incumbent carrying out this specific discovery and design.
3. What is the scale of the operation (Users, sites, countries)? There are at least 14 entry points in the UK, across at least 13 sites.
4. What existing channels are used? Existing channels consist of phone, email, web and social media.
5. What is the compelling event for transformation? The rapid increase in the number of enquiry points across DIT has brought about a need for this Discovery.
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