Awarded to Nomensa Ltd

Start date: Monday 2 August 2021
Value: £1,250,000
Company size: SME
NHS Test & Trace

NHS Test and Trace Content Design Capability

8 Incomplete applications

6 SME, 2 large

11 Completed applications

7 SME, 4 large

Important dates

Published
Wednesday 16 June 2021
Deadline for asking questions
Wednesday 23 June 2021 at 11:59pm GMT
Closing date for applications
Wednesday 30 June 2021 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
We are looking for Content Design capability to work alongside in-house teams and suppliers. They will work with blended teams to deliver outcomes based on data and user needs. The contract will support capability gaps within the scope of User Experience and Design capability in DOS until end FY 21/22.
Latest start date
Monday 2 August 2021
Expected contract length
7 Months
Location
No specific location, for example they can work remotely
Organisation the work is for
NHS Test & Trace
Budget range
Substantial activity is in our pipeline until end of FY 2021/22, the indicative budget against the requirements for this capability being £1.25m (excluding VAT). Scope could expand or contract. Budget approval is subject to Cabinet Office spending controls, service assessments, NHS Test and Trace governance. NHS T&T reserve the right to use any of the DOS pricing methodologies in any Statement of Work (fixed price, capped T&M, or T&M). Each Statement of Work will outline the work and budget, suppliers will need to provide costs to enable tracking. NHS T&T doesn’t commit to minimum or maximum spend at this point.

About the work

Why the work is being done
We are looking for Content Design capability, to work at pace alongside our in-house teams and other suppliers, to deliver outcomes that meet user needs and government service standards. The contract will support capability gaps across the Customer Experience division – specifically those capabilities within the scope of the User Experience and Design capability in DOS (https://www.gov.uk/guidance/digital-outcomes-and-specialists-digital-outcomes-capabilities#user-experience-and-design ) – until the end of FY 21/22.
Problem to be solved
To deliver our business plan, we need support to create new, and improve existing, NHS Test and Trace transactions, products and services. Current services cut across a range of online and offline channels, often with complex supply chains and logistics, which are delivered by in-house teams, partners and suppliers working closely in partnership.

We are looking for a supplier to provide capability to support the user centred design of communication, content, information architecture, interactions, products, policy, operation and services. This contract will fill content design capability gaps within existing and new teams, supporting a range of projects from inception through to live and continuous improvement. This will be through the delivery of outcomes based on user needs and in line with government service standards.

Statements of Work will specify outcomes and problems to be solved.
Who the users are and what they need to do
Everyone has a role to play in breaking the chains of COVID-19 transmission, protecting the public’s health and enabling people to return towards a more normal way of life. Within Test and Trace, our high-level users and needs include:

- The general public – who need to behave in a way that can keep themselves, their families and their communities safe

- Users of Test and Trace services – who need easy and convenient access to services, who need to find out as early as possible if they have exposed/been exposed to the virus so they can self-isolate to stop further transmission

- Those providing testing and tracing services, guidance and support at local, regional and national levels – who need to be empowered and enabled to deliver excellent service to the public

- Those designing policy and service – who need fast access to data and insight, and short feedback loops, so they can target and tailor to increase effectiveness and responsiveness of design.
Early market engagement
Any work that’s already been done
Existing team
You will work with existing teams and people in NHS Test and Trace, Department of Health and Social Care, Public Health England and NHS Digital from a range of Digital, Data and Technology professions as well as colleagues from policy, finance, commercial and legal. You will work most closely with our user research professions and our user-centred design specialisms, as well as product management, delivery management, and those in service operations.

The successful supplier will be expected to collaborate or work with other suppliers who are providing capabilities as part of a team.
Current phase
Live

Work setup

Address where the work will take place
For the duration of restrictions on movement due to COVID-19, all teams are expected to work and collaborate remotely.
Working arrangements
A Statement of Work will be completed, which will identify expected working arrangements, and outline the outcomes and deliverables expected for each engagement. Expenses will not form part of the cost unless the Statement of Work specifies non-remote working (e.g. for user research activity).
Security clearance
NHS Test and Trace requires all supplier staff to have baseline personnel security standard clearance (BPSS). There may be a requirement for some of the work to require security clearance checks, where this is needed it will be detailed in the Statement of Work.

Additional information

Additional terms and conditions
Expenses must be pre-agreed and comply with NHS Test and Trace Travel and Subsistence Policy. For each Statement of Work issued under this contract, the supplier is obligated to undertake the relevant security and criminal checks as determined by NHS Test and Trace, with the Buyer having sole discretion over the acceptance of Supplier Staff who will be performing the activities in the Statement of Work.

Suppliers must comply with the General Data Protection Regulation (GDPR) May 2018; the Data Protection Act (DPA) 2018, the Law Enforcement Directive and any subsequent amendments/changes to date.

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
  • Provide evidence of effective content strategy and design, creating content for digital and offline channels, from task-focused guidance to microcopy.
  • Provide evidence of designing effective content across a range of on-line and off-line channels for participants who are digitally excluded or have access needs.
  • Provide evidence of prioritising the understanding of user needs and behaviour to underpin and drive content design decisions.
  • Evidence of integrating content design with other disciplines; user research, service design, product, business analysis, data analytics, behavioural insight, clinical and policy, to deliver end-to-end digital services in challenging circumstances.
  • Provide evidence of prioritising the understanding of user needs and behaviour to underpin and drive content design decisions.
  • Provide evidence of designing content through an iterative, user-centered approach informed by user research and data analytics.
  • Provide evidence of designing content that meets the Web Content Accessibility Guidelines (WCAG) 2.1.
  • Experience of working in partnership with both in-house teams and other suppliers to achieve a shared outcome.
Nice-to-have skills and experience
  • Demonstrable and recent (within the last 2 years) experience of recruiting a diverse workforce and promoting a supportive and inclusive culture.
  • Demonstrable and recent (within the last 2 years) experience of proving the benefits of a user-led approach in a deadline-driven environment, effectively communicating, influencing those decisions with stakeholders and partners.
  • Evidence of experience with the GOV.UK and NHS design systems.
  • Evidence of designing services for under-represented groups.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
5
Proposal criteria
  • Experience of inclusive participatory design and designing services for under-represented groups.
  • Experience of working through the service lifecycle of Discovery/Alpha/Beta/Live.
  • Evidence of ways of working that are compatible with the Government Service Standard.
  • Evidence of designing a service that has passed a government or equivalent standard accessibility audit and design of equitable, inclusive, accessible services beyond standard (e.g. design for neurodivergence).
  • Evidence of working with users to understand their work, their operating context and constraints and identifying and implementing improvements.
  • Evidence of the successful application of lean, hypothesis-driven user-centred design in a fast-paced environment, with conditions of high uncertainty and flux.
  • Examples of effective communication across organisational, technical and political boundaries, understanding the context.
  • Evidence of ability to make informed decisions based on user needs, available technology and value for money.
  • Evidence of designing offline, in-person, non-digital services.
Cultural fit criteria
  • Evidence of dissecting and delivering complex and technical (or clinical) information and making language simple and accessible for non-technical audiences.
  • Evidence of supporting a strong User Experience, Research and Design based culture of service and continuous improvement.
  • Experience of working with multi-vendor teams and understanding of how to be part of a multidisciplinary, agile service team.
  • Experience of collaboration with multiple organisational stakeholders with the aim to achieve a single objective.
  • Experience of transferring knowledge to permanent staff within a client organisation.
  • Evidence of integrating into a partner organisation's existing ways of working ensuring a healthy working culture.
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

20%

Price

20%

Questions asked by suppliers

1. Is this opportunity inside or outside IR35?
Off-payroll (IR35) determination. Contracted out service: the off-payroll rules do not apply
2. What is the proposed working pattern for this role? For example, initial workshops followed by weekly support, full-time for 7 months, 2 days a week for 7-months etc.?
Exact length and working arrangements for specific engagements will be detailed in individual statements of work. We are expecting multiple engagements to be running concurrently.
3. What primary location(s) do you expect the work will place at once any restrictions on movement due to COVID-19 have ended
We are not expecting teams to return to offices full time for the duration of the contract. All teams are expected to work and collaborate remotely.
4. Provide evidence of prioritising the understanding of user needs and behaviour to underpin and drive content design decisions.” – This question is duplicated for Q3 and 5. Is this an error, or would you like suppliers to provide 2 different responses for the same question
This is our error. Unfortunately, we cannot update the existing questions so please just duplicate your answer to complete the application. Apologies.
5. For the question below, are you expected multiple examples or one, more detailed example of where we have done this previously?

“Evidence of designing services for under-represented groups.”
Experience of when you have done this previously well. One is enough - if it explains in detail what you did, why you did it and the outcome etc. If there's a few different examples to support that's good as well.
6. Can you please confirm that there will be an opportunity for shortlisted suppliers to ask further clarification questions at Stage 2 once further information around the scope, roadmap and needs expressed further?
Yes
7. 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?
Public sector would be preferably, however, if you have transferable example in private sector that is equally relevant that will work as well.
8. 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?
Public sector would be preferably, however, if you have transferable example in private sector that is equally relevant that will work as well.
9. Can you provide timescales for the next round and up to winning the bid?
Applicants will be notified by Monday 12th July whether they have been successfully shortlisted. Dates for presentations 14th - 21st July (inclusive). Award notification of successful applicant 28th July
10. Will you be able to organise access to users throughout the project duration?
Yes
11. How many in-house / blended teams require Content Design capability?
We are expecting support across multiple workstreams. The number with adapt according to the demand on new services.
12. How many existing suppliers do you have and who are they?
Details of the previous opportunity https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/13782
13. What is your current resource profile of Content Designers and what are you anticipating the resource profile to be for the duration of the contract?
https://www.gov.uk/guidance/content-designer
14. There is mention of scope expanding or contracting – can you provide scenario when they would contract?
We are working in a pandemic so the scope of our work can contract or expand depending on the current situation.
15. There is mention of scope expanding or contracting – can you provide scenario when they would expand?
We are working in a pandemic so the scope of our work can contract or expand depending on the current situation.
16. What is the cadence of your teams iterations?
We work according to the Government Service Standard https://www.gov.uk/service-manual/service-standard
17. Where content needs to be translated into other languages would you expect the supplier to provide translation facilities?
We have existing contracts with translation agencies for language support
18. Would the supplier be expected to provide content design resources who are proficient in other languages
We do not envisage a requirement for language support
19. Aside from English/Welsh what other languages would you expect the supplier to provide?
We have existing contracts with translation agencies for language support
20. Under the test and trace programme how many projects/service teams exist?
Currently there are eight workstreams, though this could change according to service demands
21. This opportunity states ‘ All teams are expected to work and collaborate remotely.’ what tools do you expect to use to help aid remote collaboration?
We all have DHSC laptops, and work predominantly on Teams with a mixture of Jira, Confluence, SharePoint, Trello, Miro amongst other tools. It would be good to know your thoughts.
22. What communities of practice exist for content design and how often do they meet up?
There is a Content Design Community of Practice and it currently meets weekly
23. What specific offline channels require support?
It isn't realistic to list all the offline channels that currently make up NHS Test & Trace. However you can consider it everything that makes up test and trace that is not digital.
24. Is this work in the newly formed national institute for health protection or the dept for health & social care?
Today it is in the Department of Health and Social care, and for the duration of this contract
25. can you provide rate cards for this opportunity?
Rate cards will be discussed if a supplier is successfully shortlisted.
26. There is mention of substantial activity in the pipeline until FY 21/22 can you provide a feel for the level of pressure and challenges that current resources are being placed under.
Teams are currently stretched. Test and Trace is a new and growing, and continues to flex with the changes and demands of the pandemic.