Awarded to Interact Consulting Limited

Start date: Wednesday 1 November 2017
Value: £3,460,300.80
Company size: SME
Her Majesty’s Passport Office

Her Majesty’s Passport Office - Digital Application Processing - Casework User Needs Team

13 Incomplete applications

8 SME, 5 large

4 Completed applications

3 SME, 1 large

Important dates

Thursday 6 July 2017
Deadline for asking questions
Thursday 13 July 2017 at 11:59pm GMT
Closing date for applications
Thursday 20 July 2017 at 11:59pm GMT


Summary of the work
By 2019 we need to create a new service covering production of screens required to service processing for all users / application types.

Suppliers will be responsible for activities and deliverables alongside existing Agile team members.

We expect teams to consist of;
- User Researchers,
- Content and Interaction Designers.
Latest start date
Sunday 20 August 2017
Expected contract length
Up to 2 years
Organisation the work is for
Her Majesty’s Passport Office
Budget range

About the work

Why the work is being done
HMPO's 2020 vision moves passport applications online for the majority of customers and shifts assessment to a risk based, digital approach which will increase the capability to identify fraud.

The DAP project is responsible for building the capability to deliver an in house case working, workflow and checking capability to support the production of passport applications, currently the responsibility of an external provider.

With HMPO's contracts with existing strategic partners coming to an end in 2019, the DAP service has to be ready to take over all application processing by this date.
Problem to be solved
To achieve the HMPO Transformation agenda, DAP needs to introduce risk-based approaches to application assessments, resulting in automation of low risk applications and more time for in depth examination of higher risk cases.

By 2019 we must create a new service for application processing which meet users’ needs. Covering the production of the screens required to service all users and all application types we need to create user screens, capturing and interpreting user needs and interpreting these into user requirements. Creating Prototypes and presenting these back to users, key stakeholders and the wider DAP team gaining their buy in.
Who the users are and what they need to do
As a user the HMPO passport staff need a system that automates passport applications where safe and practical to do so.

To enable them to concentrate on the more complex cases that can never be automated.

So that HMPO can achieve its 2020 vision and 2019 contract objectives and build the capability to deliver an in house case working, workflow and checking capability to support the production of passport applications.
Early market engagement
Any work that’s already been done
Over the last 12 months we have almost completed work on the initial Discovery Phase for British Overseas Territories (BOTs). However we are now concentrating on UK Adult On-line Renewal applications through on our new Digital service.

We have been working with users to identify casework needs and have completed some prototypes but to continue moving at pace and meet the 2019 delivery timescale to have created a service by which applications can be processed and which meets our user needs, we need to recruit specialist skills to support the continuation of this work.
Existing team
There are currently two cross-functional teams working on these services and capabilities. HM Passport Office anticipates the supplier team will work with these existing capabilities, as well as build new ones for the provision of shared services from this platform.
Current phase

Work setup

Address where the work will take place
Central London (near to Victoria / Westminster/ Fleet Street)
Working arrangements
We expect the supplier to:

- Work collaboratively with existing cross-functional teams transforming application processing.

- Focus on evidence-based skills transfer between supplier and civil servant team members.

- Be on site at least four days per week collaborating with teams when not undertaking user research visits.

- Be responsible for travel and expenses to normal workplace.

- Align service design and development with the HM Passport Office strategic technical architecture and technologies.

- Be aware that this arrangement may also be used by other Programmes within HM Passport Office and across the Home Office.
Security clearance
SC Clearance is required. HM Passport Office will support the clearance process

Additional information

Additional terms and conditions
Breakpoints to assess progress and quality will be set at the end of alpha and beta phases.

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
  • We want to recruit an established team who have a good working relationship – who can work well together and blend their skills set together to meet objectives.
  • Team members need to be self-starters and self-managing, capable of working at a fast pace.
  • Excellent communicators both from wider team perspective and with users and stakeholders alike.
  • Clear evidence of how the proposed team has moved an organisation and its people forward on a journey from a staid way of working to a new concept
  • We want to utilise an outcome based model rather than a headcount one to allow flex in the resources needed to meet the work.
  • All Team members must meet the essential criteria as set out GDS job description requirements for the roles supplied.
Nice-to-have skills and experience
  • Proven experience of working in an agile development environment with designers and developers and product managers to create new digital products and services
  • Previous experience within government services.

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Technical solution
  • Approach and methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets your organisation’s policy or goal
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
  • Evidence of ability to provide high quality professionals
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Transparent and collaborative when making decisions
  • Have a no-blame culture and encourage people to learn from their mistakes
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Her Majesty’s Passport Office - Digital Application Processing - Casework User Needs Team
As of 5pm on Wednesday 19th July there have been no questions received from suppliers for Her Majesty’s Passport Office – Digital Application Processing – Casework User Needs Team. As a result there are no answers to provide and we look forward to receiving applications from suppliers tomorrow, Thursday 20th July 2017.