Leicester City Council

User research into digital engagement with Leicester City Council

12 Incomplete applications

11 SME, 1 large

9 Completed applications

9 SME, 0 large

Important dates

Published
Friday 28 February 2020
Deadline for asking questions
Friday 6 March 2020 at 11:59pm GMT
Closing date for applications
Friday 13 March 2020 at 11:59pm GMT

Overview

Summary of the work
Aim: - Carry out user research, to evaluate our existing digital landscape, determine user needs, pain-points, and challenges faced by residents, businesses and visitors within the city.

Deliverables: - A written report of activity and findings, with insight and analysis and actionable recommendations along with any other relevant outcomes
Latest start date
Wednesday 1 April 2020
Expected contract length
We would expect that this should not exceed 3 months
Location
East Midlands
Organisation the work is for
Leicester City Council
Budget range
The research we have completed suggests that this work can be undertaken for between £5k and £15k

About the work

Why the work is being done
Leicester City Council are in the process of improving and expanding our existing digital offering. To inform this work and to ensure a targeted and successful delivery we are undertaking user research to ascertain the needs and preferences of our customers in order to make online the channel of choice. We also need to understand whether there are any barriers stopping our users engaging digitally, and if so what those barriers are.
Problem to be solved
Our current digital offerings have not driven the extent of channel shift that we would like, and we have recognised that our website design is not optimised for users. We need to understand any barriers that stop our users interacting with us digitally.

The user research is intended to inform the build and design of our website and associated digital offerings ensuring a focus on user-centred design.

The outcomes of the work will support delivery of a strong online presence for the council and ensure that digital routes are the first preference of customers due to speed, ease, and relevance.
Who the users are and what they need to do
As a council, Leicester City Council needs residents, visitors and business owners to be able to access digital services that are simple, easy to use and understand and intuitive.

Therefore, we need to understand what users want from our digital services so that we can make their visit, not only effective, but also welcoming, accessible and user friendly.

We also need to understand how we can make our digital offer more appealing to all our users to increase user engagement.
Early market engagement
Any work that’s already been done
We are currently undertaking a website rebuild and redesign. Parts of the user research undertaken are likely to inform Leicester City Council as to the direction we should take with online user interactions.

We have undertaken user research on our My Account platform and our e-forms offer and found that there was a lack of knowledge around our digital services in the wider community.
Existing team
Work will be carried out in conjunction with the Digital Transformation team at Leicester City Council
Current phase
Discovery

Work setup

Address where the work will take place
Leicester City - with residents, visitors and businesses. As we want the provider to work primarily with our users the majority of this work can take place off site. However, we expect time to be spent at locations within Leicester City Council that offer face to face contact. We would expect some time to be spent at our offices for briefings, reporting and feedback and for any interviews with stakeholders
Working arrangements
We want the provider to communicate with our users and potential users so they can do this in whatever way they feel is most appropriate and we would not require them to be on site for any specific amount of time. We would expect them to visit our teams in Leicester, as required, for meetings and workshops as well as be available for regular tele-conferences. They may need to visit our offices more in the initial phase of work as we plan and agree the scope of the project.

Expenses should be covered within budget for the project
Security clearance

Additional information

Additional terms and conditions
Major tasks and deliverables

Acceptance Criteria

• Collation and publishing results as raw data, to enable us to review each user’s experience if necessary
• Report detailing all aspects of research undertaken highlighting the user and business needs
• Adherence to meeting the digital service standard’s “How to do user research in discovery”

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
  • Have 3+ years’ experience conducting user experience research
  • Have 3+ years’ experience establishing and validating user needs for digital services
  • Have In-depth understanding of user-centered research, design principles, methods and tools
  • Experience of identifying non-users and users of digital services in the public domain and securing their participation in user research
  • Have experience of designing user research for users with low digital literac
  • Experience of eliciting an understanding of why users choose not to engage with digital solutions
  • Experience of effective engagement with current and potential users, including assisted digital users.
  • ave excellent analytical, problem solving, written and verbal communication skills
  • Proven experience of organising, managing, executing and analysing usability test sessions
  • Knowledge and experience of delivering digital services to the GDS service standard and design principles
  • Experience of engaging with a wide range of demographic groups, including the elderly, students, young professionals and a diverse range of ethnic groups
Nice-to-have skills and experience
  • Experience working with local or national government
  • Experience of taking a service through the GDS service assessment process
  • Experience of working in/with public sector teams, particularly those with no/limited experience of Discovery work within the Digital Marketplace framework
  • Have demonstrable experience of working in a culture of continuous delivery and improvement
  • Experience of leading Discovery phases within the public sector
  • Experience of delivering the expected outcomes for the Discovery phase work
  • An understanding of Leicester as a city in terms of the demographics and the challenges the council may face

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
4
Proposal criteria
  • Approach and methodology
  • How the approach or solution meets users needs
  • How the approach or solution meets Leicester City Councils stated goals
  • Estimated timeframes for the work
  • How they've identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
  • Work well in a collaborative agile team and be confident at communicating and demonstrating developments and ideas
  • Demonstrate courage and challenge the status quo (e.g. can express controversial views, confront reality, make tough decisions)
  • Demonstrate responsibility (e.g. act like a leader, provide solutions to problems, seek the best for the organisation beyond your team)
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Have a no-blame culture and encourage people to learn from their mistakes
  • Be respectful of different opinions and constructive in feedback
  • Can work with users with low digital literacy
  • Share knowledge and experience
  • Have proven experience of stakeholder management and strong negotiation skills
  • Proven experience of eliciting information from a diverse and transient population
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

15%

Price

20%

Questions asked by suppliers

1. Is your budget fixed at a maximum of £15,000 for this work? If not, what is the maximum budget and does this figure exclude VAT?
Figure includes VAT and budget is as stated within our submission
2. Please can you provide details of what the next steps are following this initial application i.e. notification of shortlist, deadlines for the written proposal, if there will be a presentation etc, and dates for each?
Please note that the latest start date within the submission is incorrect and the latest start date should read 1st May 2020.

Dates are subject to change but expected to be:

20th March - Communicate shortlist and request full written proposal details
1st April – Written proposal deadline
6th April – Supplier presentations
20th April – Proposed start date
3. Who from your team will be scoring applications for this opportunity and what positions do they hold?
The panel is 6 members of our Digital Transformation team
4. Correction to question

Is your budget fixed at a maximum of £15,000 for this work? If not, what is the maximum budget and does this figure exclude VAT?
Figure excludes VAT and the budget is as stated at 15K ( Ex VAT )
5. The budget range is quit big £5-15K is this correct? £5000 for a 3 months window of work seems a little low and quit different to £15000
Thank you
The budget range posted is correct
6. You state that you expect the project "would not exceed 3 months". Can you confirm whether you are expecting/requiring the project to take three months or if it can be completed in a shorter timeframe, would that be acceptable?
The work should be completed within 3 months of the start date - we do not stipulate a minimum period, but expect sufficient time to be allocated to the project so that the quality and robustness of the outputs remain high
7. You state that "Leicester City Council are in the process of improving and expanding our existing digital offering. To inform this work..."

In 2019, the Council has undertook a pre-market engagement to begin the process of replacing the CMS platform running ~15 different council websites.

Is this user research project intended to complete user research relating to all of these 15 websites and the services they deliver? If not, please could you explain what the scope of the research is?
The Council offers websites and other digital services, such as an app. It is expected that the Council will be introducing technology such as webchat / chatbots and more going forward, though this is yet to be fully defined or agreed.

This research should encompass the whole digital offer we currently provide to citizens, businesses and visitors, including potential new technology.

The research should centre around customer user experiences and any pain points, or any inhibitors to customers utilising any current / future technology.
8. You state that "...we need to understand what users want from our digital services so that we can make their visit, not only effective, but also welcoming, accessible and user friendly"

Are you intending that the research provide insight into users' digital needs and preferences for all of the services the Council provides to residents, businesses, etc.?.
The outputs from the research are intended to inform the future design of our digital services and the prioritisation given to the work. We would review each of the shortlisted proposals and review which met our needs most effectively.
9. You state that "We are currently undertaking a website rebuild and redesign. Parts of the user research undertaken are likely to inform Leicester City Council as to the direction we should take with online user interactions."

This implies that other parts of the user research need to inform projects other than the website rebuild and redesign. Can you confirm what those other projects are at this stage (as the required outcomes will affect the research which needs to be completed)?
Our website is currently being rebuilt and redesign work is due to be undertaken in the near future as well. We are considering options around our mobile app. There are no other planned projects that are ongoing other than discovery work being undertaken.

Therefore we would expect that the outputs of the user research would help to signpost the requirements and preferences of our users in regard to digital channels and aid future work.
10. You state that "Work will be carried out in conjunction with the Digital Transformation team at Leicester City Council".

Please can you confirm the intended role and workload of the Digital Transformation team as part of this project?
The Digital Transformation team will oversee the work being undertaken. The workload for the Digital Transformation team is expected to be low
11. You state that "Expenses should be covered within budget for the project". Does this indicate that all expenses (including travel, research candidate acquisition costs, survey software costs, etc.) need to be included in the £5 – £15k budget?
Yes
12. Do you need the appointed supplier to undertake research candidate recruitment? If so, would we be able to use data / existing contacts the Council has to undertake this recruitment?
It is intended that suppliers undertake their own candidate recruitment. Existing data would not be shared as this would be in violation of GDPR - using data for reasons other than which it was gathered. Also we would want the supplier to draw their own conclusions - without pre-conceptions
13. You state that "The research we have completed suggests that this work can be undertaken for between £5k and £15k".

This budget range appears to be very low for a three month project with the potential scope and scale described. Can you explain how this figure has been calculated and what research was undertaken?
Our research has been looking at resourcing this internally vs looking into what other councils / organisations have paid for similar work.

We expect the 3 month period to include planning, research and write up.