Awarded to Engine Partners UK LLP (The Engine Group)

Start date: Tuesday 10 August 2021
Value: £5,000,000
Company size: large
Her Majesty's Courts and Tribunals Service

HMCTS Civil, Family and Tribunal User Experience Services

24 Incomplete applications

18 SME, 6 large

34 Completed applications

29 SME, 5 large

Important dates

Published
Friday 19 March 2021
Deadline for asking questions
Friday 26 March 2021 at 11:59pm GMT
Closing date for applications
Friday 2 April 2021 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Summary of the work
Managed UX Service, delivering programme outcomes to timescales, budget and GDS standards, including:
• High-level service designs
• Planning and carrying out user research, translating findings
• Designing service content and interactions, from wireframes to code prototypes
• Scoping, planning, delivering, documenting work
Supporting the development of in-house UX capability
Latest start date
Monday 31 May 2021
Expected contract length
24 months with option to extend for further 25% as per DOS terms.
Location
London
Organisation the work is for
Her Majesty's Courts and Tribunals Service
Budget range
The budget range for year 1 of the contract is between £2.5m and £3m increasing to circa £5m for the full 24 month period. Budget ranges for the extension period will be agreed if required. HMCTS does not guarantee volume or duration of work for the winning bidder.
Pricing will be evaluated out of 35% and pricing submission documents will be issued to suppliers who pass Round 1. Suppliers will be evaluated as per DOS criteria. The initial Statement-of-Work and Roadmap is available upon request. It is recommended that interested parties request this document.

About the work

Why the work is being done
The HMCTS Reform Programme is responsible for delivering the future HMCTS operating model through a portfolio of programmes aimed at delivering pioneering judicial services that better serve the public. The Reform Programme includes modernising the court estate, utilising the latest technology to digitise services where appropriate, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and providing much improved services for users, especially vulnerable witnesses and victims.
The Reform Programme includes the CFT Programme, which aims, with its partners, to transform the Civil, Family and Tribunals jurisdictions through the design and delivery of new digital services. These digital services are being developed within a coherent architecture which maximises reuse, and to support the resolution of Civil, Family and Tribunal cases fairly and speedily, providing new routes to justice that fulfil the ambition of an ‘online court’.
Problem to be solved
HMCTS’ Reform Programme includes the CFT Programme (Civil, Family and Tribunal) which is designed to develop efficient, proportionate and accessible services that provide people with access to justice via their channel of choice and that works for all users.
HMCTS is seeking a managed service provider to ensure that high quality service design, interaction design, content design and user research is carried out which puts users at the heart of service development to deliver services that are simple, easy to use and comply with GDS design principles.
Who the users are and what they need to do
• Citizens –These infrequent users are typically experiencing major life events such as divorce or bereavement (probate), are appealing decisions by organisations about immigration, asylum and benefits, are bringing an employment tribunal case, or are claiming against another party for money owed or damages. For some services, citizen users may include businesses and charities.
• External professionals - such as solicitors, intermediaries and other legal representatives acting on behalf of their clients, local authorities or government departments.
• Internal HMCTS staff – such as case workers, customer contact centre support workers, legal operations, finance, administration.
• Judicial users – such as judges, magistrates and their staff.
Early market engagement
Any work that’s already been done
The CFT Programme has been running for several years and has delivered improvements to the legal process for all users. There are several inflight projects that are scheduled to deliver in the next 24 months which will deliver the full capability of the Programme’s plans.

The digital services are being developed with a common capability approach; building common features and components once for all services, using a consistent design system, sharing understanding of users and their needs, maximising reuse of design patterns and reducing duplication of design effort.
Existing team
The existing team work in four squads with a practice lead to provide UX Capability for the CFT Programme in accordance with GDS Agile methodology. The content-design & UX resource-model service supports teams and product owners to deliver to user needs and feedback on an Agile project life-cycle from discovery to live. The UX team are included in the Design phase of the Programme and are also required to support the Delivery teams in refinement.
This capability is currently supplied by several suppliers which will be replaced with this contract.
Current phase
Not applicable

Work setup

Address where the work will take place
Primarily London and remote working (post pandemic)
Working arrangements
HMCTS services are built to government service standards using a Scaled Agile Framework (SAFe).
SoWs will be issued to define the development outcomes of each project phase and typically span three to six months.
The supplier’s team will be required to work at the base location working a five-day week. For any work performed at a non-base location and outside London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed.
Security clearance
All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date.
For further guidance see: https://www.gov.uk/government/publications/government-baseline-personnel-security-standard

Additional information

Additional terms and conditions
The initial Statement-of-Work (SOW) will be Capped Time & Materials but the Buyer reserves the right to use alternative payment mechanisms as per DOS contract for future SOWs.

Suppliers shall provide transparency to the Buyer on the rates paid to resources and any third-parties in the supply-chain on request to enable MOJ full visibility of charges and costs including overheads and profit-margin in an auditable form.

There will be a 4-week transition period working in conjunction with existing service providers.

HMCTS Reform use a monthly project performance dashboard to measure Supplier performance and to agree rectification plans where appropriate.

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 of providing service design, interaction (UX/UI) design, content design and user research capability at scale within large organisations.
  • Experience of working alongside and supporting in-house design and research capabilities.
  • Experience of providing user-centred design and research capability, delivering consistent, reusable designs and research insight at pace within a fast-moving, large-scale, complex transformation programme operating a multi-vendor, multi-disciplinary environment
  • Experience of assuring the quality of design and research deliverables, outcomes and people - including taking remedial action if an issue occurs.
  • Experience of building services that meet the government service standard at alpha and beta assessment.
  • Experience of working collaboratively in multi-disciplinary agile teams and communities of practice.
  • Experience of engaging stakeholders and users in the research and design process; ensuring the whole team actively participates.
Nice-to-have skills and experience
  • Experience of an ethical approach to researching and designing digital services for users dealing with highly emotional and complex subjects and situations
  • Experience of inclusive design and research; building services that anyone can use across their channels of choice

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
5
Proposal criteria
  • Explain, using examples, how you would provide user-centred design capability across each role, including how you would manage your people on-site and ensure they are successfully transitioned into teams(15%)
  • Explain proposed delivery approach, including how you would capture clear deliverables, monitor progress and take accountability for delivering on time, to budget and to standard (use case studies and examples)(15%)
  • Explain, using examples, how you would manage the transition process from existing suppliers, ensuring relevant knowledge is captured and shared in teams and programmes whilst maintaining velocity(10%)
  • How would you manage stakeholders and support/influence HMCTS’ transformation approach. Give examples of how you have successfully dealt with difficult issues, blockers and other conflicts to avoid impacting delivery(10%)
  • Explain how you would attract and retain quality practitioners and the internal processes you would put in place to review and ensure their work and behaviour meets requirements.(10%)
Cultural fit criteria
  • Explain how you would demonstrate the value of user research, user-centred design and evidence-based decision-making which supports access to justice by putting the user at the heart of service development(3%)
  • Explain how you would develop and share good practice and processes, including how you would support HMCTS to develop its in-house user-centred design and research capability (2%)
Payment approach
Capped time and materials
Additional assessment methods
Evaluation weighting

Technical competence

60%

Cultural fit

5%

Price

35%

Questions asked by suppliers

1. Can you please provide details on how to request the Statement-of-Work and Roadmap?
Please request these documents from the following e-mail address:
HMCTSCommissioningandCommercial@justice.gov.uk
2. 'This capability is currently supplied by several suppliers which will be replaced with this contract’ – could HMCTS please tell bidders who the current suppliers are?
The current UX service is delivered via a rainbow solution of suppliers and often forms part of wider contracts. There is not a single incumbent supplier.
3. Please could HMCTS indicate the likely size and team shape of a typical SOW and the frequency of requests/an indication of the likely number of concurrent SOWs?
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work.
4. Who are the incumbent suppliers please?
The current UX service is delivered via a rainbow solution of suppliers and often forms part of wider contracts. There is not a single incumbent supplier.
5. Is there an option where we can apply for the UX research separately? as a specialist research agency we can provide these services and support any development – or work in partnership with others.
HMCTS is looking for a single supplier for a managed service. Suppliers can work together in a consortium to provide the service but there will need to be a lead supplier who takes responsibility for delivering the service. In Round 1 the lead Bidder would, where appropriate, need to identify how they have operated in a similar model in response to Round 1 and if they were shortlisted they would then need to explain how the model would work for this procurement in response to Round 2.
6. Can you clarify which roles you are expecting to be on the programme from the service provided by the supplier in year 1 and then 2 i.e UX Designer x 5, User Researcher x 2...etc
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work.
7. Can you please tell us which suppliers are currently providing the existing UX capability to HMCTS?
The current UX service is delivered via a rainbow solution of suppliers and often forms part of wider contracts. There is not a single incumbent supplier.
8. Can you please clarify how the commercial element will be evaluated? Will it be based on the capped price or a rate card (or a mix of both)?
Price is weighted at 35% and shall be evaluated in line with DOS' standard evaluation methodology. Shortlisted suppliers shall be issued with the pricing schedule at the start of Round 2. This will clarify how pricing shall be evaluated. This section in the requirements is about the expectation that all suppliers shall be transparent in their pricing.
9. Which service providers are currently, or have previously, supported HMCTS with its CFT User Experience Services to date?
The current UX service is delivered via a rainbow solution of suppliers and often forms part of wider contracts. There is not a single incumbent supplier.
10. What specific roles are you expecting suppliers to provide? Will all these be full-time?
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work.
11. At the proposal stage, in order to compare suppliers like for like, how will price be evaluated: will you be evaluating by the total price, rate card or both? How do you ensure that you are completing a genuine value for money comparison rather than just a rate card comparison?
Price is weighted at 35% and shall be evaluated in line with DOS' standard evaluation methodology. Shortlisted suppliers shall be issued with the pricing schedule at the start of Round 2. This will clarify how pricing shall be evaluated. This section in the requirements is about the expectation that all suppliers shall be transparent in their pricing.
12. Will the scores from the evidencing round be taken through to final evaluation? Or will they only be used for the purposes of shortlisting suppliers?
The scores from Round 1 will only be used for the purposes of shortlisting suppliers down to the final five.
13. Will you be able to organise access to users and other stakeholders throughout the 24 months?
Throughout the contract duration, access will be given.
14. For the first evaluation round (evidence), what would you expect to see from an answer for it to be deemed ‘exceeding’ and score 3 marks?
The supplier's response will need to be robust, detailed, well-articulated in all material respects and provides strong evidence that the criteria would be met, with no weaknesses or areas of concern in order to be deemed exceeding and score 3 marks.
15. Do you have any preference between public sector or private sector examples? Or will both be treated equally as long as they are relevant to the question?
There is no preference between public sector or private sector examples to show experience. Suppliers shall be evaluated on whether they have addressed all areas of the question and suppliers shall not be scored higher or lower.
16. Is it permissible to provide more than one example where required to fully address the question?
Yes, you can use multiple examples to show experience. It does not matter whether you have one example which addresses all areas of the question or whether you need to provide a number of examples to do this. Suppliers shall be evaluated on whether they have addressed all areas of the question within the 100 word limit and suppliers shall not be scored higher or lower because they gave more or less examples than another supplier.
17. Please can you share a procurement timetable outlining steps from receipt of initial submissions by midnight Fri 2nd Apr to work commencement on Mon 31st May (typically including evidence response evaluation, shortlisting/informing suppliers, preparation of supplier proposals, evaluation of supplier proposals, announcement of successful supplier, contract completion, contract signatures, commence work)?
It is anticipated that suppliers shall be informed as to whether they have been shortlisted to Round 2 of this process around mid April, although this is subject to change. Announcement of the successful supplier has been anticipated for mid May, although this is also subject to change.
18. Which roles will be represented on the evaluation panel?
Three civil servants are planned to be on the Panel for Round 1 and Round 2. Their roles are:
Head of User Research;
Programme Manager for CFT;
Head of User-Centered Design;

Pricing shall be evaluated by the Commercial team.
19. For question 1, please clarify what is implied by providing capability ‘at scale’ e.g. what resource/resources are you looking to scale in particular?
HMCTS are seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work.
20. For question 1, please confirm whether you are looking for the supplier to outline one example or multiple examples of working with ‘large organisations’?
It does not matter whether you have one example which addresses all areas of the question or whether you need to provide a number of examples to do this. Suppliers shall be evaluated on whether they have addressed all areas of the question within the 100 word limit and suppliers shall not be scored higher or lower because they gave more or less examples than another supplier.
21. Please can you share the details of the incumbent supplier and the current delivery model?
The current UX service is delivered via a rainbow solution of suppliers and often forms part of wider contracts. There is not a single incumbent supplier.
22. To what extent (if at all) will the delivery of this service be aligned to the Service Manual https://www.gov.uk/service-manual and associated GDS assessments?
HMCTS services are built to meet government service standards and deployed on GOV.UK. Services are assessed at alpha, beta and live development phases. Depending on the volume of transactions, a service may be assessed by an internal panel or an external GDS-led panel.
23. Can you please define what you mean by communities of practice means?
Communities of practice are groups of people in similar roles who share a concern or passion for something they do and learn how to do it better as they interact regularly. The numbers and types of roles identified by the suppliers will be brought into HMCTS as part of this contract would be asked to actively participate in design and research communities; for example by talking about their work and sharing their expertise with civil servants in similar DDaT roles.
24. Has the work in the roadmap been fully defined, bounded and prioritised?
The current roadmap provided in the draft SoW is indicative and subject to change.
25. Are you able to confirm is this contract is inside or outside IR35 please?
As HMCTS is procuring a managed service, the IR35 responsibilities will sit with the service provider.
26. Will there be rate caps applied to the roles under this contract? If yes, can you please outline what these will be?
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work. Target rates for this contract are UX Resources at £600 - £650 per day and £825 per day for the UX Practice Lead.
27. Is there a day rate cap?
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work. Target rates for this contract are UX Resources at £600 - £650 per day and £825 per day for the UX Practice Lead.
28. For question 5, when you state ‘Experience of building services’, do you mean developing the service rather than building it during beta phase?
Experience of building services includes user research and service design, interaction design and content design work carried out in discovery, alpha, beta and live phases.
29. We understand your team is split into four squads, please confirm how many people are within a squad?
This varies between each squad and HMCTS cannot confirm the number of people within each.
30. Can you please confirm that there will be opportunity for shortlisted suppliers to ask further clarification questions at Stage 2?
There will be be an opportunity for shortlisted suppliers to ask further clarification questions regarding the additional documents provided for Round 2.
31. Is there a cap on day rates? If so, please can you share this for each of the roles you envisage being needed to deliver the managed service?
HMCTS is seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work. Target rates for this contract are UX Resources at £600 - £650 per day and £825 per day for the UX Practice Lead.
32. Please could you provide further detail on the working location – is this a London-based engagement from one location, or are there likely to be other sites for some work?
The CFT Programme teams work predominantly out of 102 Petty France, London SW1H 9AJ. Other locations include Aldgate Tower, London E1 8FA and regular remote working due to the dispersed nature of the programme team. In the current Covid-19 environment, the majority are working remotely, and the supplier’s team will be required to work remotely as well but this may change in the future if social distancing guidelines change.
33. How many people are in your in-house UX capability which you would want the supplier to support, mentor and train.
HMCTS is seeking a managed service from a supplier. We expect resources brought in under the contract to support others and play an active role in our communities of practice.
34. Are there any set tools you use for prototyping (if so which tools do you use?) or would you like the supplier to assess your needs and provide recommendations on appropriate tooling.
We expect interaction designers to be able to use the GOV.UK prototype kit and develop medium-fidelity clickable prototypes for user research in appropriate software, for example InVision, AxureRP, Adobe XD or similar. At this stage, we do not expect to require recommendations on appropriate tooling.
35. Is there any information that you can provide on the CFT programme besides what is in the DOS opportunity?
Please refer to the draft SoW, specifically section A for further information on the CFT programme.
36. The base location is London will people be expected to work there during COVID-19 ?
The CFT Programme teams work predominantly out of 102 Petty France, London SW1H 9AJ. Other locations include Aldgate Tower, London E1 8FA and regular remote working due to the dispersed nature of the programme team. In the current Covid-19 environment, the majority are working remotely, and the supplier’s team will be required to work remotely as well but this may change in the future if social distancing guidelines change.
37. Please detail your current research capability e.g., do you currently have an internal team and what does that look like?
HMCTS does currently have an internal research team but is not in a position to provide any further details on the size of the team.
38. Can HMCTS confirm what size their current design / user research capability is?
HMCTS is not in a position to provide any further details on the size of the current user research capability.
39. Is there any information available around your architecture, legacy systems which would be helpful in defining constraints (if any) for the supplier to conduct service design?
Resources brought in under the contract will work with CFT business architecture team to identify and work within (or resolve) constraints caused by legacy systems and data.
40. How many in flight projects do you have and what stages are they in the product life-cycle (e.g. Discovery, Alpha, Beta, Live)?
Please refer to the draft SoW, specifically the roadmap section A.4 for further information on the number of in flight projects.
41. There is mention of a 4-week transition period – will this be with all suppliers – and in this case how many suppliers do you currently have?
The current UX service is being delivered via a rainbow solution of suppliers. The 4 week transition period mentioned in the published requirements will be working in conjunction with CFT's existing suppliers.
42. There is mention of monthly performance reviews with the suppliers – do you use models such as balanced score card or others to help assess performance?
Please refer to the draft SoW, specifically section A.5 and A.6 for further information on the performance measures that may be used for this contract.
43. How many Agile Release Trains do you have currently?
Across the CFT programme, we are currently work on PI Planning in 2 week sprints.
44. Which configuation of SAFe are you currently adapting? Essential, Large Solution, Portfolio or Full SAFe?
Across the CFT programme, we are currently adapting the Essential SAFe configuration.
45. You mention squads – how does this fit in with the SAFe methodology you are using?
Each squad will work to develop alongside the Agile cycle.
46. Which CFT services is this work relevant to? Is it all CFT services?
This work relates to all CFT services.
47. What stage in the project life cycle are each of the projects at?
Please refer to the draft SoW, specifically the roadmap section A.4 for further information on the stages in the project life cycle.
48. Which common components is this work relevant to?
This is relevant to all CFT Common Components.
49. How will the qualification process work? In particular, how will the pricing element be scored?
This procurement will be following the DOS standard evaluation methodology which is available https://www.gov.uk/guidance/how-to-score-digital-outcomes-and-specialists-suppliers. Price is weighted at 35% and shortlisted suppliers shall be issued with the pricing schedule at the start of Round 2. This will clarify how pricing shall be evaluated.
50. Are there any set tools you use for wireframing (if so which tools do you use?) or would you like the supplier to assess your needs and provide recommendations on appropriate tooling
Our designers use a range of wireframing tools, for example Miro for online wireframing workshops. We do not have set tools and do not anticipate we will need recommendations on appropriate tooling.
51. Is there any information that you can provide on Future HMCTS Operating Model?
HMCTS digital services are being developed within a coherent architecture which maximises reuse and provides simple, fair and fast access to justice across digital and non-digital channels.
52. What are the range of channels that your organisation and users (internal and external users) currently use?
HMCTS services typically adopt a ‘digital first’ approach; encouraging digital take-up but allowing people to use paper forms where digital is not an option. Some services for professional users are digital by default. Depending on the service, users may be able to submit electronic documents and receive SMS, email or postal notifications.
53. Can the Authority confirm how it intends to staff supplier resources on CFT projects? E.g. would individual / small number of supplier UX resources be embedded into existing teams?
The successful Supplier will be working with other suppliers to deliver CFT projects to a defined plan.  The Supplier will be responsible for UX and Design across CFT.