Awarded to We Are Snook Ltd

Start date: Monday 21 September 2020
Value: £68,100
Company size: SME
Social Care Wales

Discovery, audit and roadmap for digital transformation at Social Care Wales

23 Incomplete applications

19 SME, 4 large

30 Completed applications

25 SME, 5 large

Important dates

Thursday 2 July 2020
Deadline for asking questions
Thursday 9 July 2020 at 11:59pm GMT
Closing date for applications
Thursday 16 July 2020 at 11:59pm GMT


Summary of the work
We are looking for a team to run a discovery phase for an existing registration service and audit our existing digital systems. The aim is to find opportunities to improve the service for users and offer greater interoperability between our platforms which will contribute to an improved user experience.
Latest start date
Monday 17 August 2020
Expected contract length
Initial 6-month period, with the possibility of an extension
Organisation the work is for
Social Care Wales
Budget range

About the work

Why the work is being done
We are working towards embedding a digital culture at Social Care Wales and one of the main themes of our strategic plan is to make better use of digital solutions to help us be more effective and customer-centric.

There is renewed focus by Welsh Government on developing and implementing a comprehensive digital technology strategy across health and social care. The UK Government has moved to open standards for software and other applications. If replicated in Wales, it would have significant implications for out systems and platforms.

We have two online customer-facing platforms; a website and a portal for the 30,000+ social care workers registered with us (this number will rise by 20,000 by April 2022). These platforms are not linked. We also have other stand-alone web-based platforms.
Problem to be solved
There are two parts of this work:
1. Discover the true user experience of people accessing our registration service via SCWonline
2. Investigate opportunities to improve the service, our platforms and; provide a better offer for users and increase the interoperability of our systems

For further information on the work, please follow the below links:


Digital tech audit: digital tech audit
Who the users are and what they need to do
Discovery – user experience of registration service via SCWonline

As a new applicant, I need to prove I am qualified to work in social care and prove my identity.

As someone renewing their registration, I need to update my training record, provide proof of qualifications, confirm details like my employment, and pay my renewal fee.

As a social work student, I need to register to practise on the degree course and undertake a work placement (practice learning opportunity) during my course.

As an Endorser/Signatory or Higher Education Institution, I need to verify that information about registrants is true and check a declaration by some applicants. I may also need to inform Social Care Wales about any fitness to practise issues, changes to an individual’s circumstances and confirm an individual’s continuing professional development record.
Any work that’s already been done
No work has been started and a discovery phase will form part of this work.
Existing team
The successful Supplier will work with a programme board.

The programme board and the Supplier will be expected to work with:
• Other internal team members and stakeholders
• Other suppliers
• External organisations based in Wales
Current phase
Not started

Work setup

Address where the work will take place
Social Care Wales has an all-Wales remit. We expect the Supplier to work with us remotely for the foreseeable future, making extensive use of video conference technologies. This is because all our staff are currently working from home, due to the pandemic. It is not expected that this situation will change until at least autumn 2020.

Should we return to the office at any point, we would expect the Supplier to attend meetings at our Cardiff office however remote working will be favoured above face-to-face where required.
Working arrangements
We anticipate a standard business working day, hours and working pattern as needed to deliver the programme in an efficient way (Monday to Friday). Remote working is expected during Covid-19 lockdown which would revert to a mixed on-site and remote delivery model once lockdown restrictions are eased/removed.
Security clearance

Additional information

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.

Essential skills and experience
  • Experience in user research and conducting it remotely - 1%
  • Experience of working with users to understand their work, their operating context and constraints & identify and implement adaptations/improvements - 1%
  • Experience in designing services for users with low digital literacy - 2%
  • Evidence of pulling together user research, organisation design, business analysis failure within a service and identifying root causes which can be resolved or documented for future learning - 2%
  • Evidence of prioritising the understanding of needs and behaviours, and uses insight to underpin and drive design decisions when designing content, product and services - 3%
  • An understanding of complex transactional services and re-engineering or redesigning legacy systems and services - 3%
  • Evidence of designing end-to-end and back to front end services across a range of on-line and off-line channels - 2%
  • Evidence of increasing interoperable capability of legacy services - 2%
  • Evidence of designing and developing services through iteration, research, prototyping and testing - 2%
  • Demonstratable understanding the ways of working detailed in the Government Digital Service services manual and designing a service that's passed government accessibility audit and meets WCAG 2.1 - 2%
  • Evidence of communicating service concepts and ideas using methods that allow others to see all the different parts of the service - 2%
  • Experience of working with an organisation at the beginning of agile culture change and particularly those with no or limited experience of agile and discoveries - 2%
  • Have experience of coaching and supporting senior public sector leaders to understand ‘digital’ and transformation and transferring knowledge to internal staff - 1%
Nice-to-have skills and experience
  • Provide evidence of establishing remote working practices - 0.5%
  • Provide evidence of how you work in the open - 0.5%
  • Experience of bilingual service design - 1%
  • Provide evidence of producing tangible outputs and not just research reports - 1%
  • Provide experience of working with Microsoft dynamics - 2%

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • The proposed solution - 9%
  • How the solution meets user needs - 8%
  • Demonstrate relevant skills and experience of the team - 5%
  • How you will inform the proposed approach - 8%
Cultural fit criteria
  • Able to share your detailed knowledge and skills regarding the user-centred design - 6%
  • Demonstrate how you will work with clients with different levels of technical expertise throughout the project - 6%
  • Demonstrate how you will work collaboratively and share your approach with the project team - 8%
Payment approach
Fixed price
Additional assessment methods
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. May we ask if there are any incumbent suppliers already connected to this project?
No, there are no incumbent suppliers.
2. It's recommended practice to quote a budget range for outcome work.
Do you have a maximum budget in mind, e.g. as defined in an approved business case for the work?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
3. Can you confirm the budget?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
4. What is your expected budget for the work?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
5. What is your anticipated budget for this project?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
6. Can you confirm the budget range for this piece of work?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
7. Do you have a set budget for this project? If so, what is the upper limit?
We have an indicative maximum budget of £75,000 (inclusive of any applicable VAT). However suppliers may suggest a different budget to fulfil the brief and will ask that suppliers itemise the costs if shortlisted.
8. Are you able to confirm who the "Other suppliers" are and their role within this project?
The other suppliers are companies that work on our existing platforms and are in an existing maintenance contract with us. They do not have a specified role in this project but will be required to supply you with information to fulfil the brief.
9. Are you able to confirm the "other stand-alone web-based platforms" and if these other websites also fit into this scope or they are for future developments?
We are aiming for interoperability between our various web platforms to have an improved and seamless user journey. The other platforms include but are not limited to:

Our main website:

A pre -registration learning platform:

The legislation hub:
10. Are there similar digital services that you aspire to?
We are not aware of a directly equivalent service.
11. Will the discovery be assessed by a GDS or equivalent?
The discovery will be assessed by a GDS equivalent.
12. You mention Dynamics, is it currently in use or something you are considering as part of a future roadmap?
We currently use Microsoft Dynamics to run SCWonline.
13. Can you provide more information about the other stand-alone systems in terms of software and technologies used?
The other stand alone systems are built using Craft CMS and Umbraco.
14. Will the supplier be responsible for recruiting users for further research?
We will supply a database of contacts of research candidates the supplier can recruit from.
15. How long do you expect the discovery as the opportunity mentions 6months, but the budget is £75k? Are you looking for a team or an individual?
We expect the contract length to be 6 months, with the possibility of an extension. We have an indicative budget of £75,000 (inclusive of VAT) for this work however suppliers may suggest a different budget to fulfil the brief.

We would expect a team of relevant specialists to deliver this work.
16. Having referred to the 7 lenses of maturity, is the output of this technology focused strategy part of a wider initiative to improve organisational maturity? If yes then is there a requirement to collaborate with any other work stream to align with the broader strategy?
Yes this work is part of a wider initiative to improve organisational maturity. There is no current requirement for the supplier to collaborate with any other work stream to align with the broader strategy.
17. If we wanted to use a technology to support the gathering, storage and representation of the discovery – what constraints would be applied?
We don't understand the question. Can we please have further clarification on this? Thank you.
18. What engagement have you had with other authorities to understand the lessons learnt from similar initiatives and can this material be made available?
We haven’t engaged other authorities on this work.
19. Who are the other key stakeholders or roles (including Subject Matter Experts, Leadership, Management, existing vendors and service providers)?
The stakeholders are included in the appendix 'User mapping matrix developed by internal users of the service'. This appendix can be found in the below link which is copied from the 'Problem to be solved' section of the notice.

20. Clarification of question 17 – If we wanted to use our own digital tools to collaborate, collect information from users and share information, then would this possible?
We would support the use of any digital tools that allows the supplier to fulfil the brief. As part of a response would expect an explanation of the tools and methodology being used to fulfil the brief.
21. Will you accept joint bids from suppliers?
We will accept a joint bid from suppliers. However we require one of these suppliers to take lead on the contractual obligation, with any partner named as appropriate, of the call-off contract at the end of this competition.
22. Can you clarify what you mean by 'Provide evidence of how you work in the open'
Working in the open is referring to working transparently.
23. What documentation for the existing systems can be made available now and during the discovery to help qualify the effort needed to complete the analysis?
Documentation for our systems will be provided when the successful supplier embarks on the discovery phase.
24. What are the key success criteria for both workstreams within this tender?
User research – that we get a clear picture of the strengths and weaknesses of the SCWonline platform from an user perspective, and a clear indication of what they would need from it and how it should ideally operate,

The audit of infrastructure and systems – a clear specification of the kind of infrastructure and systems that would best meet the needs of our users/customers and satisfy our legal requirements, as well as a roadmap and indicative cost of putting them in place.
25. Is it correct that the 100 word skills and experience evidence answers will also be used as part of the scoring / evaluation of suppliers at the shortlisted proposal stage? If so will the 100 word answers count as 50% of the technical competence (and therefore 30% of the overall score)?
Yes, that is all correct.
26. Can you clarify what you mean by ‘back to front end services’ [Essential skill #7]?
The work should cover back end (the program or service code that allow it to operate and that cannot be accessed by a user) and front end (user interface) part.