Government Digital Service

WP1398 Licensing Discovery and Alpha

Incomplete applications

7
Incomplete applications
5 SME, 2 large

Completed applications

11
Completed applications
7 SME, 4 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 11 August 2017
Deadline for asking questions Friday 18 August 2017 at 11:59pm GMT
Closing date for applications Friday 25 August 2017 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work A service redesign for licensing. Conduct discovery into user needs of licence applicants and local authorities and take this through alpha. Work must follow GDS Service Manual guidance and be in line with Digital Service Standard, Technology Code of Practice, Market Research Society Code of Conduct and EU Services Directive.
Latest start date Monday 4 September 2017
Expected contract length 12-24 weeks
Location London
Organisation the work is for Government Digital Service
Budget range £150,000 - £300,000

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done GOV.UK are investing in redesigning the government licensing service. We want to take this through discovery, alpha and beta with a view to the new service being live by the end of this financial year. We want to ensure we meet our users' needs and that the service is in line with our Digital Service Standards. Previous discovery work recommended developing an Alpha with the Temporary Event Notices (TEN) licence and possibly one or two others. This should provide insight into user needs associated with all the other licences (over 100) that the service needs to support.
Problem to be solved The existing licensing service does not meet user needs; those of the public or local authority user. To be compliant with the EU Service Directive, it must be possible to find, apply and pay for all the necessary permits and licences involved with providing particular services. We want to adhere to our Digital Service Standards and use common components e.g GOV.UK Pay, as part of the service where appropriate. Information on licence submissions https://www.gov.uk/performance/licensing/submissions-by-licence.
Who the users are and what they need to do As a member of the public
I need to apply for a temporary event notice (one off)

As a venue owner
I need to ensure my premise holds a valid premise licence (granted once requires annual fees and involves 15 separate PDF forms)

As a premise supervisor selling alcohol
I need to renew my personal licence (renewed every 10 years)

As a local authority
I need to process user's licence applications and payments

We have only provided some high level super needs here, we would expect more detailed user stories to be defined during the discovery work.
Early market engagement Previous discovery work from 2015 recommended a service redesign to meet the needs of licence applicants and local authorities. A suggestion was made to develop an Alpha service to meet the needs of those applying for Temporary Event Notices. This accounts for over 50% of all current licensing applications and will provide an insight into those user needs associated with the other licences currently served by Licensing.
Any work that’s already been done Discovery
A short phase, in which you start researching the needs of your service’s users, find out what you should be measuring, and explore technological or policy-related constraints.
Existing team A GDS Product Manager and Delivery Manager. A technical architect will be involved. Part of the licensing product uses a third party document output service and ongoing support for the service is supplied by another provider.
Current phase Live

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Work should be based in London. User research may involve travel to other locations. The GDS team you will work with will be based at the following address and we would expect to have some face-to-face contact here:

The Whitechapel Building
10 Whitechapel High Street
E1 8DX
Working arrangements The supplier can predominantly work offsite but we would expect the following arrangements:
- Project kick off - face-to-face with all involved
- Regular planning sessions - ideally face-to-face
- Weekly progress report/call/email - can be remote
- Invites for GDS team to join the user research activities.
- Shared access to project information and work in progress (tools GDS use like google docs, slack, hangouts, basecamp, confluence, trello)
- Includes collaborating with stakeholders across multiple Government departments.
Expenses limited to travel to other UK locations where appropriate.
Security clearance Minimum Baseline Personnel Security Standard.
Security Clearance (SC) is required to operate on this project and must be in place at start date of contract

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Demonstrates understanding and experience of service design (Worth 2 points)
  • Has delivered at least one similar complex service project, through all stages (discovery, alpha, beta, live) (Worth 3 points)
  • Understanding of and ability to deliver compliance with the government’s Service Standard and Technology Code of Practice (Worth 3 points)
  • Ability to prototype and test with users and stakeholders (Worth 2 points)
  • Ability to turn research data into clear findings that inform what you build (Worth 2 points)
  • Experience building at least one digital service using a range of back-end and front-end technologies (Worth 2 points)
  • Experience communicating clear findings and recommendations with external team (Worth 2 points)
  • Experience conducting thorough user research and analysis on at least one discovery project for Government (Worth 2 points)
  • Worked on one service project with a user base of at least 100,000 (Worth 1 point)
  • Proven ability to handover digital services to an in-house operational team (Worth 1 point)
Nice-to-have skills and experience
  • Experience working across government and with local authorities (Worth 5 points)
  • Have delivered at least 3 discovery projects for Government (Worth 4 points)
  • Have delivered at least 3 end-to-end digital services for Government (From Discovery through to Live) (Worth 4 points)
  • Capable of building digital services using Ruby (Worth 4 points)
  • Understanding of the EU Services Directive (Worth 1 point)
  • Experience working with multiple stakeholders and users (Worth 1 point)
  • Have worked with local government on a discovery or to deliver a service (Worth 1 point)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Approach & methodology to understanding existing service and the problems with it (Worth 4 points)
  • Approach & methodology to service redesign, understanding user needs & building on research findings (Worth 4 points)
  • Demonstrates an understanding of local or transactional services and the challenges and risks in delivering them digitally (Worth 4 points)
  • Approach to handing over projects and digital services to other teams (Worth 3 points)
  • Approach to working with us, local authorities and other stakeholders (Worth 3 points)
  • Demonstrates value for money of the proposed solution (Worth 2 points)
Cultural fit criteria
  • Can communicate technical requirements/issues to a non-technical audience (Worth 5 points)
  • Be transparent and collaborative when making decisions (Worth 5 points)
  • Bring agile mindset and principles into practice (Worth 5 points)
  • Work as a collaborative team with our organisation (Worth 5 points)
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
  • Presentation
Evaluation weighting

Technical competence

70%

Cultural fit

10%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Is there flexibility with the latest start date? The latest start date has been pushed back to 25th September.
2. Is Ruby your preferred programming language or are you open to others? Ruby is our preferred language on GOV.UK and it is the language our teams are more experienced and skilled in. We are open to other technologies, particularly in early phases of work but at the moment ownership and responsibility of the service after beta is unclear. As the project progresses through discovery and alpha technical requirements for later stages should start to become clear.
3. Can we ask specifically where Ruby (technology listed in the nice to haves) plays a part in this project? This was down as a nice to have because Ruby is our preferred language on GOV.UK and it is the language our teams are more experienced and skilled in. We are open to other technologies, particularly in early phases of work but at the moment ownership and responsibility of the service after beta is unclear. As the project progresses through discovery and alpha technical requirements for later stages should start to become clear.
4. Is it decided that Ruby (technology listed in the nice to haves) will be used developing this service? If so, can we ask for the rationale behind this? No this has not been decided, it is a nice to have based on GOV.UK's experience. As we have answered in other responses; Ruby is our preferred language on GOV.UK and it is the language our teams are more experienced and skilled in. We are open to other technologies, particularly in early phases of work but at the moment ownership and responsibility of the service after beta is unclear. As the project progresses through discovery and alpha technical requirements for later stages should start to become clear.
5. Ruby is mentioned as a ’nice-to-have’ in terms of development experience. Is this therefore the desired and agreed programming language for this project? No this has not been decided, it is a nice to have based on GOV.UK's experience. As we have answered in other responses; Ruby is our preferred language on GOV.UK and it is the language our teams are more experienced and skilled in. We are open to other technologies, particularly in early phases of work but at the moment ownership and responsibility of the service after beta is unclear. As the project progresses through discovery and alpha technical requirements for later stages should start to become clear.
6. Can GDS please outline the next steps in procurement? ie Date the proposal is expected and deadlines, presentation dates. We cannot confirm how long the shortlisting stage will take until we know how many bids we have received. We usually anticipate it can take 1 working week before asking for proposals.
7. For the avoidance of doubt, is the budget listed on the opportunity for both the Discovery and Alpha phase? Yes both phases.
8. Can we ask if the roles listed in 'Existing Team' are expecting to continue as part of the Discovery team? If so, are these roles expected to be full-time, including the Technical Architect? Yes these roles; Product Manager, Delivery Manager and Technical Architect will continue throughout discovery and alpha but will not be full time.
9. Have GDS got a view as to what roles they would expect suppliers to provide? For Discovery;
User researcher
Design, conduct and analyse user research using a range of techniques, eg one-to-one interviews or usability tests.""
Business analyst
Analyse a service or organisation's business processes and systems. Specify, collect and present findings.""
Product or Service manager
Lead the delivery and continuous improvement of one or more digital products or platforms.""
Service Designer
Provide user-centred interaction design, service design and graphic design expertise.

For Alpha, as above and;
Developers
Build software that supports user needs. Continually improve the service by identifying new tools and techniques, removing technical bottlenecks, and adapting and maintaining code.
10. Are you looking for an individual with all the requested skills or an organisation who can meet the requirements and provide appropriate resource to deliver against the requirement. Organisation.
11. Will GDS sponsor SC clearance prior to the project start? (not all of our team members have SC clearance). SC clearance is required and suppliers are required to pay and arrange for the security clearance. The consultants involved must be willing to undertake the SC clearance process. Work can begin on proviso the SC process has been started.
12. The security clearance section says BPSS is a minimum but then also states that SC clearance is required and must be in place before the start date. Can you confirm if BPSS is acceptable or if all consultants must be SC cleared already SC clearance is required and suppliers are required to pay and arrange for the security clearance. The consultants involved must be willing to undertake the SC clearance process. Work can begin on proviso the SC process has been started.
13. Can you please clarify the statement: "Minimum Baseline Personnel Security Standard. Security Clearance (SC) is required to operate on this project and must be in place at start date of contract" Can you please confirm that SC (Security Check status) is NOT required and that only a minimum BPSS clearance check is required. Are GDS happy to accept recent Disclosure Scotland checks as equivalent to BPSS clearance? SC clearance is required and suppliers are required to pay and arrange for the security clearance. The consultants involved must be willing to undertake the SC clearance process. Work can begin on proviso the SC process has been started.
14. Are there any strategic technologies or tools that are common and important to GDS's wider enterprise architecture and plans going forwards? We are beginning to define standards for technology across GDS within The GDS Way: https://gds-way.cloudapps.digital/ Work undertaken through discovery and alpha need not feel bound by this, but would need to be able to back up where decisions have been made to divert from this path.
15. Will you be able to provide relevant users in the industry to interview and carry out user testing? The supplier will be responsible for identifying, recruiting and scheduling the user research participants needed for the discovery phase and for testing in alpha.

GOV.UK can provide:
- access to an in-house user research lab/studio for user research activities but this will need to be booked in advance and may not always be available
- some contact details, such as local authority users of the existing service and access to certain stakeholders. These users may be able to help with end user recruitment.
16. Is there a full time product owner and/or Service Manager dedicated to this project? No. This project will have a GOV.UK part-time product manager (1-2 days a week), and part-time delivery manager.
17. From experience, we prefer to co-locate with our client. Is there capacity at the GDS offices to host the project team? Or, would GDS consider co-locating on supplier premises? Desk space is limited in the GDS offices but can likely be found. Best to assume desk space isn't available full-time for the entirety of project but we can be flexible and will try to accommodate based on what the project needs. We would consider part time co-location either at our offices or yours.
18. Can we ask why there a significant range in the budget provided? This is due to nature of the work being early in development when knowledge is somewhat limited and scope is unclear. We'll work on a capped time and materials basis and agree smaller statements of work to give flexibility.
19. Please can you clarify the involvement from GDS of a technical architect - will these be a SME role or dedicated to this project? The technical architect will be providing technical oversight but won't be full time.
20. We note there was a previous Discovery in 2015. Can we ask what is preventing this project moving into Alpha now? The discovery work was conducted two years ago so may be out of date. We need to build up our knowledge in this service and the user needs before we move into alpha. We know we want to take this through to an alpha but we have no preconceptions about what the alpha should be and this discovery phase should help establish what alpha should be.
21. Was there another supplier involved in the Discovery work in 2015? If so, who was this supplier? No this work was done by GOV.UK.
22. We note there was a previous Discovery in 2015. Has anything changed which means another Discovery is required? This is building on some pre-discovery work carried out in 2015 by a small group of individuals, many of whom are no longer available or involved. We are unsure if anything has changed since the previous work in 2015 but the discovery phase we do now should help work this out.
23. You mention some previous Discovery work was completed in 2015, and the scope of work for this project includes a Discovery. Is this anticipated to be a full Discovery or a continuation of the prior work? The previous work was pre-discovery and wasn't extensive. We still see this work now as discovery. Previous work and knowledge can help inform the plan for discovery and next steps but it isn't a continuation of prior work.
24. There are four user cases mentioned; has any research been conducted already with these four users, and will the outputs be made available if so? No, it hasn't. This was to show the breadth of the service and users.
25. Previous discovery recommended developing the Alpha for TEN licence and ‘one or two others’. Are these other development candidates in consideration for this project, or just contextual? The TEN licence covers approx 50% of applications, however it is a temporary one-off licence so doesn't cover the needs surrounding renewals and annual payments. The next 20-30% of applications are for Premises licence and Food premises registration so there is a very long tail. These licences or similar are in consideration for this project but have also been provided to give context to the user needs surrounding this service.
26. Are there any outputs from the previous Discovery that remain relevant? If so, why and can they be shared with suppliers? Yes, previous discovery report (2015) can be shared with the chosen supplier, identifying some issues with existing service.

Elements that make up this service journey include;
- routes to finding licences
- the licences themselves
- the transactional service using smart PDFs

Key relevant areas the report identified:
- understanding how far each licence should be considered as a single service
- understanding how to combine a flat licence with the renewal/change process
- broken licence journeys, low completion rate, issues with payment
- visual design with GOV.UK style
- ownership of the various elements which make up the service