This opportunity is closed for applications

The deadline was Tuesday 14 November 2017
Department of Health

Overseas healthcare service – senior user researcher

8 Incomplete applications

8 SME, 0 large

16 Completed applications

14 SME, 2 large

Important dates

Tuesday 7 November 2017
Deadline for asking questions
Thursday 9 November 2017 at 11:59pm GMT
Closing date for applications
Tuesday 14 November 2017 at 11:59pm GMT


Specialist role
User researcher
Summary of the work
Create a service blueprint/vision, building on current service maps, to articulate the full MVS. Design, conduct and analyse user research using a range of techniques and provide guidance on design based on understanding of user needs and behaviour. Develop and test findings of research conducted to date.
Latest start date
Monday 27 November 2017
Expected contract length
until 31/3/18
Organisation the work is for
Department of Health
Maximum day rate

About the work

Early market engagement
Who the specialist will work with
You will be working in a mixed civil servant/supplier team, alongside a digital transformation lead and technical architect as well as policy civil servants. You will also be working with a delivery team, based in Washington, Tyne and Wear, which is delivering digital products.
What the specialist will work on
The overseas healthcare service allows UK citizens to use State provided healthcare in the European Economic Area (EEA) countries and Switzerland. It also allows insured EEA citizens to access the NHS in the UK. The categories of people covered are insured State Pensioners, recipients of exportable social security benefits, posted workers, citizens who require planned treatment and temporary visitors. The programme is a redesign of the service.

Work setup

Address where the work will take place
39 Victoria Street, London, SW1H 0EU
Working arrangements
Largely based in London , colocated with the service manager and programme team, to ensure that transformation reflects strategic policy concerns and user need. Regular travel to Washington to work with suppliers based there. Expenses limited to travel and accommodation with a cap of £600 per month.
Security clearance

Additional information

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.

Essential skills and experience
  • Demonstrate extensive experience of user journey mapping and prototype development to test hypotheses
  • Demonstrate extensive experience of planning, and conducting user research programmes using a variety of methods including lab-based testing and contextual and guerrilla research, in-depth requirements gathering interviews etc
  • Demonstrate the ability to analyse and develop actionable recommendations from user research, providing recommendations for digital service improvements based upon the results.
  • Demonstrate the ability to work autonomously and in collaboration as a part of an already established team
  • Communicate succinctly, clearly and accurately in plain simple language, both verbally and in writing.
  • Be an effective team member who is able to relate to colleagues at all levels across our large multi-site organisation with tact and diplomacy
  • Recognise your own job role boundaries / limits of practice and know when to ask for guidance
  • Follow written and verbal instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail
  • Prioritise own workload and take responsibility for delivering results within agreed timescales and standards with changing priorities and pressures
  • Extensive experience of working within an Agile framework.
Nice-to-have skills and experience

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Work as a team with our organisation and other suppliers, forming effective working relationships.
  • Have a no-blame culture and encourage people to learn from their mistakes
  • Share knowledge and experience with other team members. Challenge the status quo.
  • Can work with clients and colleagues with low technical expertise and can articulate complex matters in an understandable manner
Assessment methods
  • Work history
  • Interview
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Will this role fall within IR35?
The framework guidance states the following and the Department would conduct these checks with the succesful supplier, but expects it to be the case in advance;

"If you need a digital specialist

You can only use the Digital Outcomes and Specialists framework for workers who meet the rules for working off-payroll (known as ‘outside IR35’). You’re responsible for checking whether workers meet the rules. "

Link to the guidance:
2. How much time will the specialist be expected to spend in Washington each month?
In the very least attendance at show and tells (every two weeks on a Tuesday).
3. Can you give an indication of the weighting between technical and engagement. Will the role holder spend most of their time talking to stakeholders, or will it be mostly doing the technical review and implementation of the Department's technology?
Difficult to say – about 50/50?
4. Would you be able to clarify how much time you anticipate the consultant would need to spend in the Washington office?
The expectation is that travel would be, in the very least, attendance at show and tells (every two weeks on a Tuesday).
5. Are you able detail location split between London and Washington please?
London based, In the very least attendance at show and tells in Washington (every two weeks on a Tuesday).
6. So the role is 2 months long?
Digital Transformation Lead - yes
7. When you say expenses are limited to £600pm, but the role requires regular travel to Washington, would this amount cover that?
An advance ticket to Newcastle is around £80 (or cheaper). The expectation is that travel would be, in the very least, attendance at show and tells (every two weeks on a Tuesday).
8. if the contract is only to 23/01/18 , is it likely to be extended?
Current spend approval is to this date.
9. Can you please advise the working hours over the Christmas and New year’s period.
To be discussed with the service manager
10. What is the lead time for feedback once the application is submitted?
We aim to turn shortlisting around very quickly. and hold interviews the w/c 20th of November approximately
11. Any chances of change in start date as the latest date mentioned is Monday 27 November
We can be flexible in exceptional circumstances
12. What are the other expenses which will be paid?
Travel and accommodation will be covered as per the published job opportunity
13. Any specific format(pdf,doc) in which CVs to be sent later?
No preference
14. Is occasional remote working allowed?
15. Is there any travel involved in this role and will the travel expenses be paid ?
Yes, as outlined in the opportunity. Travel and accommodation will be covered as per the published job opportunity
16. Security clearance
Basic Disclosure Scotland
17. One of the essential requirements is extensive experience with prototyping. Would you accept candidates who have some low of prototyping in Axure experience
Some experience in prototyping using Axure is fine. I think the more important bit for this role are the research skills.