Department for Transport

Blue Badge: Discovery / Alpha

10 Incomplete applications

8 SME, 2 large

33 Completed applications

23 SME, 10 large

Published: Thursday 22 June 2017
Deadline for asking questions: Thursday 29 June 2017 at 11:59pm GMT
Closing date for applications: Thursday 6 July 2017 at 11:59pm GMT

Overview

Summary of the work: Discovery to provide: online application system, back office administration system and badge fulfilment service which meets user needs. Identify options covering scope, timing and potential costs

Alpha will develop and test the chosen option, demonstrating technical, contractual and legal feasibility, mapping out key-milestones and costs for consideration through Beta.See-Annex-1:Additional.Information.for.Bidders
https://docs.google.com/document/d/1DpS44HmI9O3tVHDKI9y0y9qsUVg8R9CbcMPSt8d4H6I/edit?usp=sharing
Latest start date: Monday 7 August 2017
Expected contract length: Discovery 8 weeks; Alpha 8 weeks.
Location: No specific location, eg they can work remotely
Organisation the work is for: Department for Transport
Budget range: £130,000-£180,000 for Discovery. £200,000-£260,00 for Alpha. The Supplier shall provide a price breakdown for the combined overall price for both Discovery and Alpha, noting that Discovery is capped at £180,000 and Alpha is capped at £260,000.
*NOTE: The overall price for both phases (Discovery & Alpha) will be that used at Evaluation.*

About the work

Why the work is being done: The Discovery will explore user needs for creating an end-to-end digital solution (replacing the existing service) whereby:

•Disabled people can make simple online applications for parking permits

•Local Authorities can access a single system to:

a) process applications;
b) store/access/share data of all UK badge holders;
c) order high-security Blue Badges.

Subject to acceptable options being presented, Alpha will commence following Discovery. Alpha will test the best route of achieving the desired outcome such that, on conclusion, we will be able to procure a Beta and Live for the new product solution using the findings found through the Discovery/Alpha Phases.
Problem to be solved: Discovery:

•To provide: online application system, back office administration system and badge fulfilment service
•Current system constraints and areas for improvement to enhance user journey.
•Advantages of/opportunities for sharing machine-readable personal eligibility data - to help facilitate quicker application turnaround times
•The opportunities/advantages of using common ‘Government as a Platform’ components
•Finance options for funding the services through Badge fee.
•Scope, timing and potential costs of implementing/delivering a solution

Alpha :

•Develop/test chosen option, demonstrating it’s technical, contractual and legal feasibility
•Identify what we need to do in Beta, highlighting risks/dependencies
•Provide indicative costs for full system development
Who the users are and what they need to do: The users are disabled people who meet the eligibility criteria and wish to apply for a Blue Badge and Local Authorities who each administer the scheme for their own residents including confirming eligibility and issuing badges.
Early market engagement: Market engagement will begin once the Discovery and Alpha projects are completed and it is clearer to Department what that proposed solution will look like.
Any work that’s already been done: DfT and Cabinet Office GDS have undertaken some initial user research, which can be shared. A pilot project with one local authority (Warwickshire County Council) has been implemented to transform the front-end service using GOV.UK Verify and simulate an Attribute Exchange solution. The incumbent service provider also has knowledge of user needs based on feedback.
Existing team: The supplier will be working with the DfT colleagues in London and DfT/DVLA colleagues in Swansea, as well as leads from various Local Authorities:

Keith Hughes – DfT Head of Parking & Blue Badge Policy (London)

Daniel Fyfield – DfT Project Lead (Swansea)

Adam Griffiths – DfT Commercial Advisor (Swansea)

Laura Bowen – DVLA existing Contract Manager (Swansea)

Irina Pencheva – GDS Advisory and Support Role (London)
Current phase: Not started

Work setup

Address where the work will take place: The Discovery team will work from their own premises but will need regular meetings with DfT at Great Minster House, 33 Horseferry Road, London, SW1P 4DR. Occasional meetings may be needed with DVLA (Swansea), GDS (London) and the incumbent supplier.
The team should also have the ability to travel to other locations and agencies as required to meet users.
Working arrangements: The team will need to work 5 days a week for approx 8 weeks on Discovery. Alpha approx. 8 weeks (Discovery may guide its length). Some events or additional meetings with users may be needed around the country. Expenses will be paid in accordance with DfT rates.
Security clearance: As the team will be required to attend a central Government building, current Basic Security clearance for all team members is a mandatory requirement before contract award, proof of which will be requested when submitting their written proposal.

Additional information

Additional terms and conditions: As stated above, there will be a break point between the Discovery and Alpha phases. The Alpha phase will only be conducted if an acceptable option is presented following Discovery.

Development solely using Open Source products or products where the IPR will rest with the DfT upon delivery.

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: Proven experience conducting and documenting user research, and iterating project work accordingly

Proven experience delivering projects using the agile project management methodology

Demonstrate understanding and ability to deliver digital services/products to the Government Digital Service standards

A track record of successfully managing and assisting in delivering IT projects within public sector organisations

Evidence of working with 3rd parties to develop standard interfaces and data exchange portals

Proven ability to support a flexible way of working, making late changes to plans and re-formulating to maintain project progress against timelines

Have availability of resources to be able to start as soon as possible
Nice-to-have skills and experience: Previous successful experience delivering digital services within Government

Demonstrate a successful approach to completion of required GDS Service Assessment, Security Health Check, Penetration Testing, Service Readiness, and release reviews as part of quality and acceptance tests.

Proven track record in the building and development of automated testing procedures.

Have experience of successfully delivering a minimal viable product/proof of concept for successful delivery of a robust product into a 'live' environment on behalf of a government department

Evidence of delivering projects which include the GDS Verify service.

Previous experience of working successfully with provisions for an offline user interface

How suppliers will be evaluated

How many suppliers to evaluate

Proposal criteria

Identify the approach and methodology to the Discovery and Alpha project planning and delivery, identifying the main stages and activities proposed at each stage. (15%)
Knowledge and understanding of existing and potential DfT family in-house capabilities, and demonstrate how these capabilities will be considered for final options and recommendations. (10%)
Detailed resource plan – demonstrating how in-house, supplier and external resource will be used and at what stage. (10%)
Demonstrate how the requirements of other areas, such as Central Government, including Welsh, Scottish and Northern Irish Governments, and Local Authorities, will be integrated into the project. (10%)
Suppliers must demonstrate their experience in designing and developing end to end solutions (including front and back end) through a range of previous work for customers on a similar scale.(5%)

Cultural fit criteria

Experience working with public sector organisations/central government. (10%)
Future focussed, striving to deliver best possible solution/concept possible. (5%)
Work transparently as an extension to our team throughout the Discovery and Alpha phases, proactively and positively sharing all aspects of information relating to research, findings and decision making. (5%)

Payment approach

Capped time and materials

Assessment methods

Written proposal
Case study
Work history
Reference
Presentation

Evaluation weighting

Technical competence

50%

Cultural fit

20%

Price

30%

Questions asked by suppliers

1. You are asking for suppliers to have specific experience in delivering projects which include the GDS Verify service. This will clearly narrow down, quite extensively, the suppliers you will be able to choose from. Verify is an open API. Would you be satisfied with suppliers who have a large amount of experience of utilising open APIs, including those used by public bodies but not specifically Verify?: We understand that not all suppliers will have evidence of delivering a GDS Verify Service. This is why it has been chosen as a Nice to Have skill, rather than an Essential skill. We will take into consideration any information you believe is appropriate in relation to this criterion.
2. Does the procuring body consider this work to be in or out of scope of IR35?: We see this role as sitting outside of IR35, as the successful tenderer's personnel would not hold a fixed office position and will not have direct day to day direction or supervision.
3. Can you clarify whether expenses may be claimed for visits to meetings with DfT, GDS and DVLA officials. Do you envisage a total cap on said expenses?: "Yes, confirmed. Please see 'Working Arrangements' section, which outlines: ""Expenses will be paid in accordance with DfT rates.""
Please see the applicable rates at: https://docs.google.com/document/d/1pQpsYlOwWsCBfOjfGT0BGB1LaFBdCf9DHhEvOSvaGTw/edit?usp=sharing"
4. Can you provide references / links to legislation/policy etc. of the Welsh, Scottish and Northern Irish Governments in respect of Blue Badge?: The references and links are as follows:

Northern Ireland:
https://docs.google.com/document/d/12b6LMQIzg7GW8_BbULbfAbGX1UnrpXSNXMIvOgDeahA/edit?usp=sharing

Wales:
http://www.legislation.gov.uk/wsi?title=badges

Scotland:
S.S.I. 2000/59, as amended by S.S.I. 2000/170, S.S.I 2002/451, S.S.I 2007/162, S.S.I. 2011/89, S.S.I. 2011/410, S.S.I. 2013/65, S.S.I. 2014/145, S.S.I. 2015/9 and S.S.I. 2016/72

[The first four digits of each above are the Year of Amendment, with the next ( /***) being the Regulation number]

*Note: Tenderers are responsible for ensuring they are fully aware of all amendments and iterations of the applicable Legislation.*
5. How much user research was conducted and how were users recruited previously?: The Gov.uk Verify Team conducted a small amount of research when compared to what we are expecting as part of this Discovery. We want suppliers to tell us how users will be recruited.
6. What special consideration has been given to accessibility and assisted digital, and have you worked with any external agency to date on those?: Assisted digital forms part of the GDS service standards and is to be fully considered as part of the Discovery.
7. What is GDS involvement on this project to date and how would anticipate that to continue?: The new solution will need to follow the GDS standards. GDS will work with the DfT throughout the process to ensure that these standards are met. GDS will form part of the team that will work closely with the successful supplier throughout the Discovery and Alpha phases, and will assist with recommendations as a result of producing a proof of concept for Beta and Live GDS Assessments.
8. When you say ‘knowledge and understanding of existing potential DfT family in-house capabilities’ do you infer that bidders should have that knowledge through previously or currently having worked with DfT?: We expect that suppliers should be aware of the potential in-house capabilities by understanding the services that are provided by DfT and its Agencies.
9. What are known constraints from an external user perspective?: This information is available in section 20 of the Additional Information document.
10. What are known internal constraints?: This information is available in section 20 of the Additional Information document.
11. If the pilot project is still running in Warwickshire, how would you anticipate that feeding into Discovery work?: We expect the successful supplier to analyse the information obtained from that pilot and consider it as part of the Discovery.
12. Are there any learnings that can be shared regarding the pilot in Warwickshire?: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.
13. Will this be going through GDS Alpha assessment?: Yes.
14. Why is the pilot not considered to be a Discovery?: The pilot is not looking at all aspects of the service that we would like to be looked at as part of this Discovery and Alpha.
15. Start pages on gov.uk follow the GDS design pattern library, what future plans are there to extend this to the eligibility tool?: GDS expect the new service to follow the GDS service standards. We expect the successful supplier to explore the practicality of the end to end service following the GDS standard i.e. front and back ends of the system.
16. How does the proposal for work here dovetail with any citizen facing service redesign of any description?: Discovery and Alpha phases should explore the citizen facing service. As outlined in the documents the new service will need to meet the GDS service standards.
17. Can you elaborate on who the incumbent supplier is and their role in delivering Blue Badge - e.g. do they only do the secure printing?: The incumbent supplier is Northgate Public Services. They provide all services required for the current Blue Badge service.
18. Will the incumbent supplier change before the end of Alpha?: No. The current Blue Badge contract ends in December 2018.
19. At proposal stage there is a criteria 'Knowledge and understanding of existing and potential DfT family in-house capabilities, and demonstrate how these capabilities will be considered for final options and recommendations'. Is the expectation that the supplier will already have knowledge and understanding of how the DfT in-house capabilities work before starting the work? Or will these capabilities be provided so that the supplier will be able to consider them for the final options?: We expect that suppliers should be aware of the potential in-house capabilities by understanding the services that are currently provided by DfT and its Departments. We will work with the successful supplier to look at all possible capabilities so that they can be considered for the final options.
20. Please can you share any report on the Warwickshire County Council GOV.UK Verify and Attribute Exchange pilot. Thank you: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.
21. You mentioned that all team members would need 'basic security clearance'. Does this mean BPSS (baseline security standard - the basic level of vetting), or does this mean SC (security clearance - the more advanced vetting)? Thanks.: Yes, BPSS.
22. We are desperately keen to understand the existing user research and details of the pilot. When could we get sight of this in the process? Thanks.: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.
23. Do you expect the supplier to conduct fresh User research with blue badge users? Or, you already have the user research/feedback that the supplier can use directly?: Yes, we expect the supplier to conduct fresh user research and should treat any information already obtained as additional information.
24. What is your expectation from the supplier with regards to the production of physical blue badges?: To explore the feasibility and practicality of Blue Badge Production and Distribution to be delivered alongside the end to end solution as a managed service.
25. Regarding the last question on the 'Nice to Have Skills' section - "Previous experience of working successfully with provisions for an offline user interface."Please can you elaborate what you might require from the new service?: We feel that the information already provided covers our expectations and we also expect that Discovery will identify some things that may not yet have been considered. Therefore we also expect suppliers to demonstrate their ability to work with users offline.
26. How does the trial that has already taken place with Warwickshire County Council (http://istanduk.org/2017/04/21/wcc-blue-badge-private-beta-launch/) differ from the ambitions of this proposal?: The Warwickshire County Council Blue Badge pilot was only used for a part of the service (Blue Badge renewals and Verify trial). This proposal is to look at the whole service; front and back end, badge production and distribution for new applicants and renewals.
27. In the last question you ask for experience of working with an 'offline use interface'. Please could you clarify what you mean by offline user interface.: We also expect suppliers to demonstrate their ability to work with users offline - e.g. the customer journey process will mirror the online user interface to a point, where the final stages of the process could be completed offline. Suppliers should provide options as to how this would be achieved.
28. How does the trial that has already taken place with Warwickshire County Council (http://istanduk.org/2017/04/21/wcc-blue-badge-private-beta-launch/) differ from the ambitions of this proposal?: The Warwickshire County Council Blue Badge pilot was only used for a part of the service (Blue Badge renewals and Verify trial). This proposal is to look at the whole service; front and back end, badge production and distribution for new applicants and renewals.
29. What was the scope and outcomes of the Warwickshire pilot? Can these be shared with bidders?: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.
30. Are the winning bidders expected to recruit and pay for user research participants, incentives, travel and expenses? If so, are there any budgetary or other constraints on what bidders can pay?: DfT will pay travel and expenses in line with the following: https://docs.google.com/document/d/1pQpsYlOwWsCBfOjfGT0BGB1LaFBdCf9DHhEvOSvaGTw/edit?usp=sharing
All other charges will need to be paid by the successful supplier.
31. You have not stated where the Alpha team must or should be based. Do you have a preference for the location of the Alpha team or are there constraints on where they can be based?: The same will apply to the Alpha phase as to what has been outlined for the Discovery phase in the DOS form.
32. Is there a specific need to include Security Health Check, Penetration Testing, Service Readiness-related investigation as part of Discovery or Alpha work?: We expect that these may be required at some point during the Alpha. The Discovery phase should consider these needs before moving on to the Alpha phase (to form options for the proof of concept).
33. Can DfT please outline the next steps in procurement? ie Date the proposal is expected and deadlines, presentation dates.: The deadline for clarification questions is 29 June and the closing date for applications is 06 July, as outlined in the advert at: https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/4644
Evaluation of tenders will take place thereafter.
34. Are there any strategic technologies or tools that are common and important to DfT's wider enterprise architecture and plans going forwards?: As a Government organisation, DfT will follow the Technology Code of Practice (https://www.gov.uk/government/publications/technology-code-of-practice/technology-code-of-practice) and all projects will be subject the relevant Cabinet Office controls and approvals. As a minimum suppliers should demonstrate how their proposed solution will enable DfT to meet this Code of Practice.
35. Will you be able to provide relevant users in the industry to interview and carry out user testing?: GDS currently hold a vast network of Local Authority contacts that would likely be able to assist or called upon to identify and provide users.
36. For the avoidance of doubt, is the Alpha phase also expected to be colocated on supplier site?: Yes.
37. We believe the Pilot with Warwickshire CC sounds very similar to what a Discovery for this service should be. Could we ask what the Discovery being procured is expecting to achieve that the Pilot project with Warwickshire Council hasn't?: The Warwickshire County Council Blue Badge pilot was only used for a part of the service (Blue Badge renewals and Verify trial). This proposal is to look at the whole service; front and back end, badge production and distribution for new applicants and renewals.
38. Can we assume DfT would accept bids that keep the budget for Discovery and Alpha under the combined capped budget of £440,000? As opposed to disqualifying the bid if one of the phases was over the cap and one under the cap?: Discovery has a financial cap of £180,000 and Alpha has a financial cap of £260,000. Bids must be disqualified if they exceed the maximum cap set for each individual phase.
39. In the section 'problem to be solved', DfT state the Discovery is 'to provide: online application system, back office administration system and badge fulfilment service' amongst other things. Can we assume this means the analysis of such systems?: The Discovery should look at all possible solutions to service delivery to provide options for proving a concept during the Alpha phase.
40. In the final 'nice to have' skill, what context is 'offline user interface' used? Does this mean 1) the user can use the service when they have no internet or 2) The service is still available when the systems are offline?: It can be both.
41. We note a Pilot project has taken place with Warwickshire CC. Can we ask which department/s completed this work?: GDS Verify team in collaboration with Warwickshire Council.
42. In the work setup section, it is stated meetings may be required with the incumbent supplier. Can we ask who this is? If not, could we ask where they are located?: The incumbent supplier is Northgate Public Services.
43. To ensure a level playing field in the procurement, will details of the users needs based on feedback, that the incumbent service provider has, be provided to all suppliers?: The only feedback of user needs will be that of the Warwickshire County Council trial, conducted by GDS. The results have not been shared with DfT at this time. The results will be shared with DfT, and then subsequently shared with the successful tenderer at a later date.
44. Will the incumbent service provider continue to provide services during the Discovery phase?: Yes.
45. What roles would DfT be providing to this project and would they be full time?: Please see details of existing team in DOS Outcomes Specification. All roles are full time.
46. Is there a full time product owner and/or Service Manager dedicated to this project?: The existing team specified in the DOS Outcomes Specification will cover those responsibilities for now. We will add to the existing team in the near future.
47. Can we ask what part/s of the aspirational end to end digital solution is not currently provided by the existing service?: The existing service provides and end to end digital solution, but we expect Discovery to consider and explore potential improvements.
48. Can we assume the 'existing service' mentioned in 'Why is the work being done' section is https://www.gov.uk/apply-blue-badge ?: That is the landing page. Users currently apply online via https://bluebadge.direct.gov.uk/directgovapply.html
49. Is the scope of the project limited to local authorities or does it include other government departments?: We expect the successful supplier to work with Local Authorities and Central Government Departments during the Discovery and Alpha phases.
50. For clarity, will the supplier chose the base location for this project and be able to charge expenses outside of that location?: Yes. Please see following link for T&S information: https://docs.google.com/document/d/1pQpsYlOwWsCBfOjfGT0BGB1LaFBdCf9DHhEvOSvaGTw/edit?usp=sharing
51. As you’re looking to replace the entire blue badge service, are you happy for the final solution to be provided by a partnership of specialists to cover both the online and offline aspects of the service (e.g. a digital supplier working with a customer call centre and badge printing company) or are you seeking an all-in-one provider like the incumbent supplier?: We are expecting the Discovery phase to explore all potential options.
52. Is the application data going to be stored in the existing badge data national database or is the view that it will be a new separate store?: This will be explored in the Discovery phase.
53. Does this need to be in any additional languages, i.e. Welsh?: The Welsh Language Act will apply.
54. Will Alpha be completely stand alone? Or any restrictions on technology?: This contract is to conduct both Discovery and Alpha phases. Alpha will follow Discovery subject to an acceptable option being presented.
55. How did you arrive at the discovery phase length of 8 weeks?: This is in line with guidance of the DOS2 Framework.
56. Will you be providing a legal and policy expert or do we need to provide that? If you would be providing, how much access will the team have to this resource?: DfT Policy and Legal colleagues will continue to be involved in Blue Badge Service. The level of involvement will be determined as the project develops.
57. Will the expense include hiring labs and recruiting users?: No.
58. What is the completion/success rate for the current service, and is there any data on where drop-offs occur along the journey?: This information will be shared with the successful supplier at the beginning of the Discovery phase.
59. What is the rate of fraud associated with the current system, and what are the primary types of fraud?: Fraud is committed when a customer applies for a blue badge using incorrect information or when the badge itself is copied.
60. How much does it currently cost the government to issue and fulfill a blue badge online?: Nothing. Customers pay a fee for the service and the badge and part of that fee is then passed on to the service provider. The fee and process differs slightly between the four countries.
61. Are there a set of standard terms and conditions that can be added to the site that will be accepted by the customer before submitting their form, this should cover data sharing and things?: Not currently. We will work with the successful supplier to agree a form of wording.
62. Can we confirm that the Blue Badge is valid only in a certain country, i.e. Britain or Scotland or Wales.: Customers can use their badge in all European Union countries. The rules might be slightly different depending on where they go.
63. What percentage of blue badges are issued online, vs those issued via other/offline channels?: All Blue Badge Permits are ordered via the online function.
64. Is there any acceptance criteria that needs to be applied when applying for a page, i.e. they must live in Britain to get a British badge, Scotland for Scottish badge etc?: England, Scotland, Wales and N.Ireland all run slightly different schemes. However essentially individuals must be a resident in the local authority to which they are applying.
65. We understand this project started some time ago. Are there any relevant outputs which can be fed in to the planned Discovery?: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.
66. Can you provide any information on current and on anticipated volumes of transactions?: Between 1st April 2016 and 31st March 2017, just over one millions badges were printed and distributed. This annual badge production is likely to rise in future.
67. Are you able to share any service metrics e.g. transaction volumes, customer satisfaction levels to help inform the Discovery approach?: This information will be shared with the successful supplier at the beginning of the Discovery phase.
68. Do you have any established technical preferences e.g. case-management systems?: No.
69. Are you able to share the user research prior to bidders completing the proposal stage?: Not at this stage. We will work with the successful supplier and share any information that will be available once the contract has been awarded.

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