Awarded to Hippo Digital Limited

Start date: Tuesday 29 June 2021
Value: £835,275
Company size: SME
Government Digital Service

WP1964: GOV.UK account and personalisation

17 Incomplete applications

13 SME, 4 large

13 Completed applications

12 SME, 1 large

Important dates

Published
Thursday 22 April 2021
Deadline for asking questions
Thursday 29 April 2021 at 11:59pm GMT
Closing date for applications
Thursday 6 May 2021 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Summary of the work
Through research, experimentation and prototyping help us to test our assumptions and hypotheses relating to GOV.UK account and personalisation. With a particular focus on user experience of bringing together multiple interactions with Government services into one account and the opportunities and challenges of personalising GOV.UK.
Latest start date
Monday 14 June 2021
Expected contract length
6 months
Location
No specific location, for example they can work remotely
Organisation the work is for
Government Digital Service
Budget range
We envisage this work to be done by a multidisciplinary team with the following types of roles: back end developer, front end developer, tech architect, data analyst, data scientist, business analyst, service designer, interaction designer, content designer, user researcher, delivery manager and product manager.

The budget range is £600,000 - £900,000

About the work

Why the work is being done
GOV.UK's mission is to provide a personalised and proactive service for our users. This means changing our operating model from one that is reactive and leaves the onus on the user, to one that appropriately uses data and permissions to provide a relevant and low-friction experience.

We know that for complex tasks that are delivered by multiple services and departments, a user has to understand the inner workings of government and work out what is relevant to them. At the moment we do not provide much continuity for the user at all, so most visits to GOV.UK feel like starting from scratch with users having to repeat themselves each time they use a transactional service.

We think an account could be a way to further improve how public services are delivered online and currently have more than 50,000 users who have signed up to our trial account. We'll keep iterating and building on this and eventually it will join together GOV.UK and the many services that sit on it, providing a personalised experience of GOV.UK to the user.
Problem to be solved
In the future an account will make it easier for a user to understand and use government services.
To achieve this ambition we are looking for a team to complement the work of the existing GOV.UK team, who are currently focussed on the existing account trial and how the GOV.UK account can improve GOV.UK as a platform. You can read more about our reflections on the trial so far and what we've learned from our user research on the Inside GOV.UK blog.

This new team will look further into the future and test some of our core assumptions, this will inform future iterations of the account. They will explore the challenges and opportunities of a personalised GOV.UK. In particular we are interested in how users manage interactions across multiple services and the role GOV.UK could play in unifying that experience. We also know that users often wear different 'hats' when interacting with government. For example, people have different needs depending on whether they're finding out something for themselves or someone else, for their business or for their family. We’ve seen people feel some discomfort at mixing those personas, and we want to help manage that.
Who the users are and what they need to do
Some key user needs:

As a user I need to find specific, clear information quickly and easily so that I can confidently get things done

As a user I need to be remembered by GOV.UK so I don't need to start from scratch with what I was doing last time

As a user I need a consistent and joined up experience across government so that I can get things done without needing to understand how government works

As a user who interacts with GOV.UK in different capacities, I need GOV.UK to help me with all of these so that I can get things done quickly regardless of context I am in

As a user who doesn't know what they need, I need signposting towards things relevant to me, so that I don't miss out on obligations or opportunities

As a user who is sharing personal information with government I need to know how and where it is being used so that I feel safe and in control

As a user who has information stored in my account I need to be able to change or delete information and permissions so that I am in control
Early market engagement
Any work that’s already been done
Existing team
The team will be working with civil servants on GOV.UK
Current phase
Discovery

Work setup

Address where the work will take place
While we are remote this can be performed from anywhere in the UK, once we are back in the office, we would expect regular travel to the London office.
Working arrangements
Senior leadership will have regular check ins with the team remotely and in person when this is possible. We will use the google suite and slack to stay in touch and collaborate with the current GOV.UK accounts team.
Security clearance
BPSS

Additional information

Additional terms and conditions
"All expenses must be pre-agreed with between the parties and must comply with the Cabinet Office (CO) Travel and Subsistence (T&S) Policy."

"All vendors are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR and ensures the protection of the rights of data subjects. For further information please see the Information Commissioner's Office website:https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/"

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
  • Demonstrate ability to turn research data into clear findings that inform what you build
  • Excellent understanding of Ruby and Ruby on Rails
  • Understanding of git for source control
  • Experience with microservice architecture
  • Experience of Postgres, MySQL and MongoDB databases
  • Understanding of OAuth, OpenID Connect and Attribute Exchanges
  • AWS / 12-factor experience
  • Evidence of experience working with a large microservice based architecture
  • Evidence of appreciation of privacy and GDPR responsibilities
  • Evidence of understanding data science techniques used in personalisation
  • Appreciation of security and fraud concerns within the digital identity space
  • Experience in collaborating with in-house teams and passing on knowledge
  • Experience of identifying user needs and opportunities to enhance a user’s experience using digital services
  • Experience designing and delivering digital services in a user-centred way, and able to meet the GDS service standard
Nice-to-have skills and experience
  • Appreciation of security and fraud concerns within the digital identity space
  • Experience understanding Good Practice Guides 44 and 45 levels of trust around user accounts
  • Understanding of identity proofing

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
3
Proposal criteria
  • Your approach to onboarding and offboarding your team on this project
  • Your management of proposed flexible team resources
  • Value for money; proposed resource profile and day-rates for the delivery
  • Your proposed approach and methodology
  • How your approach will meet user needs
  • Your approach to identifying risks and dependencies and how you will actively manage them
  • Your approach to data privacy and security
  • Your approach to defining and evolving a technical architecture and software architecture within the constraints of an existing system
  • Your approach to collaborating with the GOV.UK programme and passing on knowledge
Cultural fit criteria
  • Understanding of Agile and Lean methodologies and ways of working
  • Culture of delivering value for end users
  • Curious, open minded, embrace a culture of experimentation and fast learning
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

15%

Price

20%

Questions asked by suppliers

1. Are there any blogs on Inside GOV.UK?
Yes, you can read some of our blogs on the links provided below.

Introducing GOV.UK Accounts-https://gds.blog.gov.uk/2020/09/22/introducing-gov-uk-accounts/

Reflections on the GOV.UK accounts trial so far- https://insidegovuk.blog.gov.uk/2021/03/16/reflections-on-the-gov-uk-accounts-trial-so-far/

Five things we’ve learned from researching the GOV.UK account- https://insidegovuk.blog.gov.uk/2020/12/09/five-things-weve-learned-from-researching-the-gov-uk-account/
2. Which Cloud platform are you planning to deploy the application?
AWS and potentially GCP (depending on feature set)
3. Evidence of appreciation of privacy and GDPR responsibilities” Can I check what is the scope of the GDPR responsibilities ?
Building services with a privacy by design approach and embedding appropriate technical and team measures to ensure we continue to protect user's personal data.
4. Would you consider development resources spread across geographical location or to be specific in UK ?
No, we need all staff to be working in the UK
5. Regarding the Security clearance requirement, do all potential staff on this project need to have BPSS, or only the team leader or core staff need to have BPSS?
All staff working on this project will need BPSS clearance
6. Who has delivered the discovery phase?
An internal GOV.UK team has completed an initial discovery and is now working on alpha and beta phases. We are looking for another team to work on a discovery focusing on future iterations.
7. Can you confirm whether this opportunity falls inside or outside IR35?
This opportunity falls outside IR35
8. Who is the incumbent?
No previous agencies have worked on this, we have a current GOV.UK team working in this area. You can read more about this in the blogs we have linked too.
9. Do you envisage the types of roles: back end developer, front end developer, tech architect, data analyst, data scientist, business analyst, service designer, interaction designer, content designer, user researcher, delivery manager and product manager. to all join on 14/06/2021
We are not specifying all of these roles need to start on 14/06 but these are all roles we anticipate would be needed during this project. We will want suppliers to propose the initial team composition and how they will manage changes to this throughout the project.
10. For the question “Experience in collaborating with in-house teams and passing on knowledge”, please can you confirm what you mean by knowledge? Is this relating specifically to knowledge of tech/agile/user research etc or just in general?
This is specifically relating to hand over of knowledge gained working on the project. We want to understand how a supplier would create a seamless transition from them working on this to it being picked up by a civil servant team in the future.
11. What roles titles do you envisage needing?
We envisage this work to be done by a multidisciplinary team with the following types of roles: back end developer, front end developer, tech architect, data analyst, data scientist, business analyst, service designer, interaction designer, content designer, user researcher, delivery manager and product manager.
12. Is the list of roles fixed? If we felt there were some missing, could we add additions?
Yes, we are open to the team composition you suggest. We have just provided an indication of the roles we envisaged would be needed.
13. Will this be one of many multidisciplinary teams working in this area?
There is one current GOV.UK team working on the GOV.UK account already, you can read more about their work in our blogs. This is the only additional team that will be working on the GOV.UK account at this time.
14. On what date(s) do you expect to hold interviews for the shortlisted suppliers?
These will be confirmed at a later stage as we progress through the process.
15. You say you have a current GOV.​UK team working in this area – do you expect the supplier’s team to supplement the existing team, or will your existing team move onto other projects once the supplier team arrives?
The existing GOV.UK team will remain focussed on the existing account trial and how the GOV.UK account can improve GOV.UK as a platform. This new team is additional and will look further into the future and test some of our core assumptions, this will inform future iterations of the account. They will explore the challenges and opportunities of a personalised GOV.UK. These are 2 distinct teams but there will be close communication with each other throughout the project.
16. The question, “Appreciation of security and fraud concerns within the digital identity space” appears both in the Essential and Nice to Have questions. Is this a duplicate or are you looking for something different?
Yes this was a duplication - apologies. Appreciation of security and fraud concerns within the digital identity space is a nice to have
17. 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?
No preference - as long as examples are relevant.
18. Ruby and Rails is mentioned, has something already been built that this project would be extending?
We have an accounts offering that has already been developed against GOV.UK's publishing platform that you might need or want to look through in the course of the engagement.
19. What was the rationale behind using Ruby/Rails for this specific piece of work?
GOV.UK is mostly Ruby and Ruby on Rails based and having familiar tech that we can easily support and own after the work is critical for us.
20. Is there any specific you need with regard to database experience e.g. querying, managing, tuning ?
Experience and understanding of database design, query optimisation and general good practice around reading and writing to and from the database in the course of application development.
21. The question “Appreciation of security and fraud concerns within the digital identity space” is listed as both an essential and nice-to-have question.

Can you please clarify if it will be assessed as an essential or nice-to-have skill, OR will this question will be assessed twice?"
Yes this was a duplication - apologies. Appreciation of security and fraud concerns within the digital identity space is a nice to have
22. Question 11 in the essential skills and experience section is the same as Question 1 in the Nice-to-have section. Can you confirm that this is an error, and outline how we should respond
Yes this was a duplication - apologies. Appreciation of security and fraud concerns within the digital identity space is a nice to have
23. Can you provide timescales for the next round and up to winning the bid?
The latest start date is 14 June 2021. Suppliers who are successfully shortlisted from the first stage will be provided with further information about upcoming stages.
24. Can you please share your anticipated timeline for the following evaluation stages of this procurement?
The latest start date is 14 June 2021. Suppliers who are successfully shortlisted from the first stage will be provided with further information about upcoming stages.
25. Can you please confirm that there will be opportunity for shortlisted suppliers to ask further clarification questions at Stage 2?
Yes.
26. You say this is for discovery. Do you envisage that the chosen supplier will be retained to support the work into the alpha phase and beyond?
No, the work following on from this project with be completed by GOV.UK.
27. Total budget is up to £900k – how much of this is allocated to discovery, alpha, beta phases?
This is the maximum budget for the duration of this project.
28. How will this replace existing similar pan government offerings will there be a clear migration path to ensure minimal disruption to users.
This is currently being thought about by another part of the organisation, we will talk to the successful supplier about areas such as this, if relevant as part of onboarding.
29. Will the winner of the bid be in full control of the end to end delivery of this project or will the project require specific roles to join the existing team and deliver within the existing framework and tooling?
You will be working alongside our current team but this is a separate team. You will need to use the frameworks and tooling where specified by us.
30. Will the scores from the 100-words stage be carried forward and used to calculate the overall evaluation score? If so, can you please clarify what the weightings of each question will be?
We can confirm, the scores from the shortlisting stage will have no bearing on evaluation
31. We'd like to better understand the data science requirement for this opportunity.

Can you please share any discovery work you've done around the data science techniques you've considered or are interested in for this opportunity?
We are looking for this team to identify, evaluate and run some early tests on data science techniques that enable personalisation within an account. So far we've trialed entity extraction to identify eligibility criteria and process mining to make sense of complex user journeys but not yet applied these techniques in an account context. We can share more information on these and other data science techniques used in other parts of GOV.UK with the successful supplier.
32. Can you please clarify what types of experience you're hoping to see for “Understanding of identity proofing” that would be different to those experiences covered under “Experience understanding Good Practice Guides 44 and 45 levels of trust around user accounts”?
Looking for understanding and experience of architecting and developing systems that will make use of identity proofing.
33. Will you be able to organise access to users / stakeholders throughout the project duration?
Yes we will where appropriate