Department for Work and Pensions (DWP)

DWP Digital Services: Product Design (Retirement, Bereavement and Care)

9 Incomplete applications

8 SME, 1 large

28 Completed applications

17 SME, 11 large

Important dates

Published
Wednesday 11 March 2020
Deadline for asking questions
Wednesday 18 March 2020 at 11:59pm GMT
Closing date for applications
Wednesday 25 March 2020 at 11:59pm GMT

Overview

Summary of the work
The Partner must enable DWP to develop new and existing digital services that will transform the citizen’s digital journey for pre-retirement, state pension, pension credit, bereavement and care. Delivered through SoW and partner provided multi-disciplinary team providing services under Service Delivery, Software Development, User Research, User Experience and Design capabilities.
Latest start date
Monday 27 April 2020
Expected contract length
Up to 2 years, with intial SoW for up to 12 months.
Location
North East England
Organisation the work is for
Department for Work and Pensions (DWP)
Budget range
The contract is expected to be up to 2 years. Indicative budget is up to £1.665m. Initial 12 month SoW estimated £0.83m. Estimates don’t include travel and subsistence and exclude VAT. Further SoWs to be agreed as the digital pipeline materialises (subject to approval).
As a useful guide, we anticipate the team / individuals be a mixture of junior and senior personnel, with a maximum of twelve resources being required at any one time over the initial 12 months of the contract, for the following roles:
User Researchers
Interaction Designers
Content Designers
Front End Developers
Product Owners
Business Analysts

About the work

Why the work is being done
The goal in Retirement Bereavement and Care services is to transform the customer experience of Government, providing easy access to RBC services, with clear information, linking new and existing systems to allow more consistent and responsive provision of services over the web and better customer outcomes. Each service development has its own user driven requirements which will enhance user experience and compliance whilst striving towards the DWP digital goals. We require a Delivery Partner who can add value to this development through provisioning Lot 1 services capabilities, working with existing DWP capabilities and other suppliers in-line with DWP's/GDS Digital standards.
Problem to be solved
DWP requires a partner to provide flexible capacity and capability by providing a team of specialist roles that can deliver outcomes to meet citizen's pre and post State pension-age needs. We want to encourage the majority of interaction with citizens through digital self-service.

Problems our services aim to address:
- Help citizens plan for their retirement through providing a forecast of pension income
- Help citizens claim their pension online
- Help citizens claim their entitlement when responsible for the care of another
- Help citizens claim their seasonal payments
- Help bereaved citizens understand the support available to them
Who the users are and what they need to do
Every adult in the UK is a potential user for one or more of our digital services. Other user groups include, DWP internal agents and trusted helpers.

As a citizen:
I need to be able to easily access the appropriate on-line service(s) so that I can plan for retirement, claim benefit and understand my entitlement (Retirement - State Pension, Bereavement and Care)

As an organisation:
I need to ensure that digital services are built and iterated on real user needs, underpinned by trustworthy data and high quality user research.
Early market engagement
No early market engagement has taken place with suppliers for this requirement.
Any work that’s already been done
The following services have already completed some work. All services need further support to iterate.

Get Your State Pension - Beta
Plan your Retirement (Check Your State Pension, Support for Check Your State Pension, Find Lost Pension Details) - Live and iterating
Support for Bereaved (Bereavement Support Payment, Capture Information About a Death) - Live
Support for Care (Carer's Allowance Digital, Apply and Maintain Carers Allowance) - Live
Get your Seasonal Payments - Beta
Manage your Pension Credit – Beta
Existing team
There are currently a number of teams working on these services predominantly delivering using agile methodology, with experience and requirements to deliver to waterfall methods when required. The teams have detailed knowledge and experience in the Retirement / Bereavement and Care arenas. The successful supplier team will work with these existing capabilities (from other suppliers as well as DWP staff). A part of the role of the supplier will be to assist DWP in growing its own capability and we will expect a level of support for our staff with a view to contributing and sharing knowledge.
Current phase
Not applicable

Work setup

Address where the work will take place
Initially, and primarily, the work is expected to be undertake at the following locations, but this may need to be supplemented:
Digital Corporate Centre Hub North East - Benton Park View, Benton Park Road, Newcastle upon Tyne, NE98 1YX; and
Digital Corporate Centre Hub North West - Peel Park, Brunel Way, Blackpool, Lancashire, FY4 5ES.
Working arrangements
Be on site 5 days (37.5 hours) per week co-locating, collaborating and working flexibly with teams across RB&C delivery services. A flexible approach will be agreed with the successful supplier as each Statement of Works (SoW) is agreed throughout the life of the contract. Be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of the locations specified in Location, will only be paid if agreed in advance and in line with the DWP Travel and Subsistence Policy.
Security clearance
Your proposed delivery team members must have completed the HM Government Baseline Personal Security Standard check and be eligible and prepared to undergo the clearance process to at least Security Check level.

Additional information

Additional terms and conditions
The Call-Off Contract will be supplemented by additional T&C's, which can be found at dwp.bravosolution.co.uk and clicking on "View current opportunities".

These roles are deemed inside IR35 Intermediaries legislation scope. The suppplier will provide HR management support to each individual resource.

Furthermore, in reference to pricing - suppliers must provide a Rate Card for all of the defined roles. Bids must be on a T&M basis, however different pricing models ranging from Fixed Price, T&M and Capped T&M may be used for SoW's.

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 experience in providing digital capabilities and capacity to support the development and delivery of a digital product / service;
  • Your delivery team roles must be available at the Customer’s required location(s) and subject to BPSS clearance from 27 April 2020;
  • Immediate capacity to supply Front End Developers with demonstrable experience of modern standards approach to writing HTML, CSS, and JavaScript, within continuous delivery/ experience of working in software engineering environment;
  • Have immediate capacity to supply resource to quickly develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions;
  • Have immediate capacity to supply content design (CD) resource with exemplary spelling/grammar. Experience of writing/editing, using a style guide/plain English. Use data and user research to inform CD decisions;
  • Have immediate capacity to supply resource that have a deep understanding and experience of using product management techniques;
  • Immediate capacity to supply resource that can provide business analysis capabilities key to delivering Project change, experienced in elicitation methods including running workshops, interviews, focus groups, etc within Agile environments;
  • Have immediate capacity to supply experienced resources to provide sketching, prototyping and iterative design capability;
  • Have immediate capacity to supply resource to design, conduct and analyse user research using a range of techniques, for example one-to-one interviews or usability tests.
Nice-to-have skills and experience
  • Supplier would have experience of delivering digital solutions to GDS service standards and working in the public sector;
  • Evidence of resources that have existing SC clearance that will support the speeding up of on-boarding teams;
  • Experience of working with the public sector.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
3
Proposal criteria
To be set out in the Request for Proposal.
Cultural fit criteria
To be set out in the Request for Proposal.
Payment approach
Time and materials
Additional assessment methods
  • Case study
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

5%

Price

30%

Questions asked by suppliers

1. Is there an incumbent supplier? If so who is it?
Scrumconnect Ltd is currently contracted for a broadly equivalent service scope.
2. The proposed budget (£0.83 million per year) allows for around £3,600 per day, which would pay for a team of 6 at most – is this the resource profile you expect?
DWP will be contracted for a set of services outcomes through Statements of Work (SoW), and the level of resource required for each SoW will be for the supplier to determine, but DWP does not anticipate that more than 12 resources would be deployed at any time.
3. The additional information states "These roles are deemed inside IR35 Intermediaries legislation scope". Is there any possibility of DWP working with a supplier to define the requirements and deliverables in a way that the contract can be made to be compatible with being outside IR35? The current ask of providing high quality teams within IR35 to work 5 days per week on site in Blackpool or Newcastle is a very challenging ask. Is there any flexibility in remote working arrangements?
This is an outcome-based contract therefore this will be out of scope of IR35. We will undertake an IR35 assessment against each SoW raised.
It is expected the majority of work will be undertaken in the North East. The inclusion of Blackpool as a location within the requirement is to allow scope for future projects.
4. The requirements state a need for front-end Javascript developers, but there is no mention of preferred back-end technologies, or if back-end development is required? Are back-end developers required, and if so, is there a preferred development stack, e.g. Java, Node, Ruby etc.?
Back End Developers we not part of this Product Design procurement. The development stack used within RBC is Java Springboot and NodeJS / ExpressJS.
5. Please confirm if you require all team members to attain SC clearance? Will DWP sponsor team members through the SC clearance process? Will initial on-site working be possible while team members are progressing through SC clearance? Will DWP recognise team members with SC clearance from other Government Departments?
If SC clearance is required for any of these roles then DWP could support team members in attaining this clearance level, as long as it does not impact on delivery, however DWP would not fund this.
6. Is there an incumbent for this contract? How many vendors do you anticipate selecting for this framework?
Scrumconnect Ltd is currently contracted for a broadly equivalent service scope. The intention is to award a Call-Off Contract to one supplier.
7. A similar opportunity was posted just over 2 years ago, with the intention to let out a 2 year contract (so I assume this procurement is solely for re-tendering purposes): https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/6295
Please can you confirm the following:
1) Who the winning supplier was
2) Whether you still have a current relationship with this supplier across other projects at DWP
3) The last time said supplier worked on DOS opportunity 6295 from the link above
4) Does said supplier intend to bid for this opportunity?
1) Scrumconnect Ltd is currently contracted for a broadly equivalent service scope.
2) Scrumconnect is currently engaged by DWP only under the aforementioned Call-Off Contract.
3) Scrumconnect Ltd is currently contracted for a broadly equivalent service scope.
4) This is for the incumbent to decide upon.
8. Who are the incumbent suppliers working on this service?
Scrumconnect Ltd is currently contracted for a broadly equivalent service scope.
9. What is the current team make up of the various services mentioned in this opportunity? Is it a blend of DWP staff, supplier personnel and interims brought in via PSR?
As the question indicates, this is a blend of DWP staff, supplier personnel and interims. Please see Q16 for more detail of team composition.
10. Who from your team will be scoring applications for this opportunity and what positions do they hold?
Responses will be assessed by DWP Digital staff with support from Commercial Directorate.
11. Are the services currently in Discovery, Alpha or Beta, expected to go through GDS Service Assessments?
The RBC services which are outlined in the requirements document are at various stages within their delivery life cycles. The stages they are at is shown within the requirement documentation.
The expectation is that all of these services will go through a form of GDS Assessment.
12. What will be the split between Longbenton and Peel Park, and how will this be decided?
While it is not possible at this time to advise on the likely future split, it is expected the majority of work will be undertaken in the North East. The inclusion of Blackpool as a location within the requirement is to allow scope for future projects.
13. Please can you provide details of the next steps following this initial application i.e. notification of shortlist, deadlines for the written proposal, presentation etc. and any indicative timeframes?
Submissions are accepted until 25th March after which date successful applicants will be invited to provide a written response to the DWP request for proposal. It is the intention to have the contract commence from 27th April but this is indicative and subject to change.
14. Are you looking for a single supplier or are you open to a partnership between 2 or more?
DWP is seeking a prime with whom to contract. It is for each potential supplier to determine how best to deliver the requirements. DOS does provide for subcontractors / partners.
15. Do you have a preferred Agile methodology?
DWP operates within the parameters of the Government Digital Service Model but it will be up to the teams at a local level. We would expect the supplier to fit in with our current Agile working teams as appropriate working collaboratively with a continuous improvement methodology.
16. What is the composition of the current working teams?
Retirement, Bereavement and Care is made up of a number of transformational teams. There are currently 6 main teams working at different stages (Alpha/ Beta/ Public Beta/ Live Service), made up of between 8 and 16 people including a variety of end-to-end roles including Design and Analysis, and also Product Owner, Delivery Manager Subject Matter Experts (e.g. Policy, Operations), DevOps, etc.
17. Why is DOS your chosen procurement route and not for example PSR?
All routes to market were considered. The current DOS contract has worked well and taking into account all aspects including risk allocation it was decided this was the optimal route moving forward.
18. Who is the current incumbent supplier?
Scrumconnect Ltd is currently contracted for a broadly equivalent service scope.
19. Can you clarify the different Services in scope of this opportunity for example Get Your State Pension /Check Your State Pension?
The Services are detailed in the published opportunity on the Digital Marketplace under the 'Any work that's already been done' section.
20. Can you clarify the main location the work will be undertaken?
It is expected the majority of work will be undertaken in the North East. The inclusion of Blackpool as a location within the requirement is to allow scope for future projects.
21. You have stated BPSS level security clearance as standard. Will DWP support Supplier resources undertaking the security clearance process?
The information already published states that proposed delivery team members must have completed the HM Government Baseline Personal Security Standard check and be eligible and prepared to undergo the clearance process to at least Security Check level. If SC clearance is required for any of these roles then DWP could support team members in attaining this clearance level, as long as it does not impact on delivery, however DWP would not fund this.
22. Do you have a preferred way of working and what would your ideal Supplier look like? How would teams work together?
We would expect the Supplier teams to become embedded with current working teams and adopt the same Agile methodologies. For example within a Scrum team we would expect involvement with planning, sprint, review and retrospective sessions. With Kanban teams etc. we would be expecting the same.
23. What level of experience would you expect?
We welcome all experience. Our current teams are at differing levels of maturity. Some have been working together 4-5 years whilst others only 6 months plus. We hold regular coaching sessions, have a wealth of best practice and a healthy community in which to share experience and best practice.
24. Will there be the expectation of deliverables and key milestones?
Yes. Each Statement of Work will detail specific outcomes for which the Supplier will be responsible to deliver.
25. The Essential and Nice to have skills and experiences are clear within the requirement however, is there anything further you are expecting from a potential Supplier?
The supplier should provide clear evidence / examples that demonstrate the skills and experience required and any other pertinent information to support their submission.
26. What will be the composition of the DWP scoring team?
Responses will be assessed by DWP Digital staff with support from Commercial Directorate.
27. Could you please clarify what is the average number of people you expect for first 12 months SOW?
DWP will be contracting for a set of services outcomes through Statements of Work, and the level of resource required for each SoW will be for the supplier to determine, but DWP does not anticipate that more than 12 resources would be deployed at any time. It is therefore not possible to specify an average.
28. Could you please share the procurement timeline after the initial submission phase leading to contract award?
The timeline will be set out in the Request for Proposal that will be issued to the shortlisted suppliers. It is the intention to have the contract commence from 27th April but this is indicative and subject to change.
29. We were unable to attend the session on Friday 13 March 2020, 11:30 – 12:30, could you please share any documents / information discussed?
This Q&A covers the key points covered on the call in addition to the questions raised through the Digital Marketplace.