Care Quality Commission

Delivery of Design and Discovery Outcomes for new digital services

Incomplete applications

Incomplete applications
9 SME, 4 large

Completed applications

Completed applications
9 SME, 8 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Tuesday 28 November 2017
Deadline for asking questions Tuesday 5 December 2017 at 11:59pm GMT
Closing date for applications Tuesday 12 December 2017 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work CQC is embarking on a Digital Transformation to streamline and improve interactions with providers. This is to transform communication channels, improve registration, monitoring and inspection services. This initial work will enable the delivery of new services, refinement of development and service model. Further work to this will follow.
Latest start date Thursday 1 February 2018
Expected contract length 1+1 Years
Location London
Organisation the work is for Care Quality Commission
Budget range £1,500,000

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done CQC is embarking on a Digital Transformation to streamline and improve interactions with providers and to display and relay CQC learnings with partners, service users and the public. The outcome is to transform communication channels to improve registration services, monitoring and inspection.

This will span CQC’s operating model; Registration, Monitoring, Inspection and Enforcement as well as supporting CQC’s position as the Independent Regulator of health and social care in England.

CQC requires support to deliver new services, refine the development approach to delivering those services and to evolve the service model. Solutions must both integrate with and replace legacy systems.
Problem to be solved This procurement is intended to provide support for the following areas of development;
Discovery, User Research, User experience, Design, Solution Architecture and Benefits Management for:
(i) CQC Registration Transformation Programme
(ii) Services enabling information exchange with Providers, Partners and the Public, extending information exchange and information display services developed for Adult Social Care
(iii) Modification and development of internal and external facing services
(iv) Any aspects of report authoring and information publication;
(v) Any aspect of on-sight evidence collection from providers.

to enable the existing workforce to move to a full agile / devOps model
Who the users are and what they need to do User fall into the following broad categories:
- Citizens
- Providers
- Internal Users
- Other Government bodies

Each of these user groups wishes to interact with CQC either to provide information or to use information in respect of regulated services being provided in England.

Users wish to experience a significantly improved set of frictionless, low burden user journeys.
Early market engagement We intend to hold a supplier event during stage 1 of this process. Details of such an event will be published through the clarification question process.
Any work that’s already been done CQC has already undertaken the following elements of work:
- Adult Social Care Provider Information Exchange (Private Beta phase)
- Share your experience (citizens sharing information about Complaints, concerns, whistle blowing and safe guarding; currently in Alpha phase)
- Intranet move from SharePoint 2007 across to Drupal 8 (currently in Discovery)
- Registration (currently in Overarching Discovery)
- Information Exchange for Primary Medical Services, GPs (Currently in Overarching Discovery)
Existing team Cross functional teams with business ownership and Product Management in some but not all areas. Some internal development staff (application development, BI development, scrum master), limited user research capacity. External supplier support for both legacy systems and for new developments working in blended teams for specific outcomes.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The supplier will be expected to work closely with the CQC delivery team. This will be at one of the following locations:
• 151 Buckingham Palace Road, London SW1W 9SZ
• St Paul's House, 23 Park Square South, Leeds. LS1 2ND
• National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne. NE1 4PA.
For some parts of the work the supplier will need to be physically located in one these offices e.g. for data and infrastructure access.
Working arrangements Members of the supplier team should be on-site as required to support an agile delivery. The delivery team will host agile ceremonies (stand-ups, show-&-tell review, retrospective and sprint planning) which will be mandatory for the supplier staff/team, and stakeholder workshops where possible.
Travel expenses will not be reimbursed - these should be accounted for in day rates.
Security clearance CQC Information Governance Toolkit / IG training may be required.
Suppliers may be required to sign specific CQC data sharing agreement T&Cs to protect data disclosure (NDAs, etc.).
Suppliers will NOT be provided with patient-level or identifiable information, but prior experience in handling sensitive data would be desirable.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Digital Outcomes and Specialists 2 call-off contract

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
  • Experience in leading strategic Digital Transformative based on user driven research, strategic alignment & benefits management
  • Experience in leading and supporting business case development, cultural transformation and service redesign
  • A strong ethos regarding user centred design and a proven track-record of establishing transformative services on the basis of a user-centred approach
  • Experience of carrying out user research with a diverse mix of users including those with low digital literacy and assisted digital needs
  • Excellent UX and user interface design skills
  • Solution architecture and technical support for development options within an alpha phase, with a particular focus on reuse of available artefacts (internal and open source)
  • A metrics driven approach to iterative development, putting measurement at the heart of backlog development and iterations
  • Proven experience of knowledge sharing and skills transfer with in-house teams so as to build sustainable capability
  • an understanding of the target architecture, its benefits and its constraints
  • A proven track-record in developing with the core technologies detailed below, forming the core of CQC’s technology roadmap
  • A strong understanding of micro-services and experience in their application taking an API first approach to design and delivery
  • Excellent understanding and experience with agile delivery, continuous integration and continuous deployment and their collective application to underpinning a devOps delivery culture
  • Strong understanding of automation skills in testing, release and configuration management
  • Experience of design, and management, of digital and legacy systems integration
  • Design - Discovery, User Research Product Management,UX, Solutions and Technical Architecture, Agile Business Analysis,
  • Strategy Alignment and Business Case Development - Benefits management, Metrics driven product management , KPI development and measurement , Commercial approvals and contracting
  • Transition and Process Design - Process design to manage agile / devOps / product and user driven services, Coaching and support
  • Delivery Skills - across a range of core technologies
  • Quality assurance, Agile delivery management , Scrum master, Configuration and release management
  • Working in a multi-supplier mixed environment (rainbow team)
Nice-to-have skills and experience
  • An understanding of healthcare data and the potential for data linkage between any new system and existing data systems
  • Experience with legacy estate technologies required for integration work: (Drupal 7 / Django, Siebel CRM version 8.2.15;
  • Oracle OBIEE; Oracle Endeca; Oracle HR (NHS Employee service record); Oracle Finance (NHS shared business services); CACI Cygnum; .NET applications)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Technical solution
  • Approach and methodology
  • How the approach or solution meets your organisation’s policy or goal
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Share knowledge and experience with other team members
  • Can work with clients with low technical expertise
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you provide information on how to register for the webinar We have arranged a Skype meeting from 12:00 - 13:00 on Wednesday 06/12/2017.
Please follow the link below or dial in details:
Join by phone
UK: +44 207 4849 444
2. Can you provide information on how to register for webinar We have arranged a Skype meeting from 12:00 - 13:00 on Wednesday 06/12/2017.
Please follow the link below or dial in details:
Join by phone
UK: +44 207 4849 444
Conference ID: 1509405
3. Can you please clarify if there are any dependencies that the projects listed within this scope will have on the migration from SharePoint 2007 to Drupal ? We currently use SharePoint 2007 for our Intranet and it's content. This is already within scope of other work currently being done and we don't envisage it affecting the larger areas of work
4. Can you please confirm that question 17 of 'Essential Skills and Experience" relates to our experience of and ability to coach/support the flow across automated development/implementation? That is a part of it, but also this is about being able to design high level business processes in a way that they can be used to show the business how things are simplified, articulate the user journey and experience in developing the new service. This has to be done in a way that supports the agile and devOps approaches we will be taking.
5. Can you please confirm the intent of question 15 of 'Essential Skills and Experience" is to explore our experience in those various areas? We wish to have partners that can support us through the Discovery phase of the agile development lifecycle. As such we expect the partner to be able to have the skillsets listed available within their team in order to help design new services.
6. Can you please confirm the "core technologies" referred to in question 10 of 'Essential Skills and Experience Please see the market engagement slides for additional information
7. Question 9 'Essential Skills and Experience" mentions "the target architecture, its benefits and its constraints". Are you able to share this please Please see the market engagement slides for additional information. Some of this is still evolving where information is incomplete
8. We have been asked to share the market engagement slides. Please email:
and a copy will be sent to you
9. Has CQC carry out any existing discovery work already? If so, can we gain an understanding of the scope and outcome of existing work? 2 How big is the existing workforce who will be supporting the new digital service? Are there any user research, user experience, service design professionals Please see the market engagement slides for additional information
10. You name five existing workstreams, which include or suggest a completed Discovery phase. Does this project aim to identify challenges and customer insights with fresh eyes, or to validate and build on progress that has been made? And can you share any learnings that could improve future initiatives Both. In many cases our business partners have undertaken some work already. Where this is true it will be necessary to use this to start from and then build additional insight. Expect that large amounts of discovery work is focussed on CQC staff and processes, though not all. Generally additional work is necessary to better understand the external stakeholders and users.
11. One problem to solve is 'to enable the existing workforce to move to a full agile / devOps model'. Does the wider project team or other relevant department members have experience working in this way? There are pockets of people who have basic Agile knowledge, however, largely the organisation is early in it's agile / digital journey.
12. You describe varying levels of business ownership and product management across the existing projects (as stated in 'any work that’s already been done'). To what degree has there been collaboration and alignment between the project team's themselves In the digital team we are well co-ordinated and have a high degree of cross project awareness. Our business teams are getting better through the central PMO and governance function, however, there are still examples of where distinct business functions are conducting work and projects on their own
13. The digital transformation will be significant and wide reaching. Is the intention to deliver the majority of workstreams in parallel, or will this be defined during the Discovery phase? The workstreams will be staggered but there will be a number that will run concurrently in order to be able to meet our timelines.
14. Third party technology partners are mentioned as part of the existing team. Does the current scope include the delivery of proposed solutions, or should it be limited to the Solutions Architecture Delivery of the proposed solutions is handled through the Development engagement
15. Regarding the essential skill / experience 'an understanding of the target architecture, its benefits and its constraints', are you referring to CQC's target architecture design, or target architecture as an approach to design We have elements of the target architecture already in place (see market engagement slides for details) which we will be delivering to. This is largely around micro-services and their deployment using REST API's using the Drupal CMF on a Linux, Apache, Maria db, PHP stack.
16. Regarding the essential skill / experience: - 'A proven track-record in developing with the core technologies detailed below, forming the core of CQC’s technology roadmap' and - 'Delivery Skills - across a range of core technologies' What core technologies are you referring to, e.g. those listed in the nice-to-have skills / experience Yes
17. “You mention solution must integrate and replace legacy systems. Is legacy replacement part of the current DOS scope No. The digital solutions developed will stop work arounds or poor old processes that have been put into legacy systems eroneously to date. It is not the remit of these to replace legacy systems. It is expected that through this approach the legacy system are taken back to core functionality and can then be updated with newer technology.
18. You mentioned that a previous couple of projects required more UX than originally anticipated. Could you highlight what type of UX tasks took longer than expected e.g. user testing Specifically the additional tasks were about understanding types of users in more depth and understanding how they would interact with the solution in more detail. This allowed us to identify new user types not previously understood and develop new user journey's and experiences for them. Crucially these new users have a different set of processes in their own work environment which shape how the interact with CQC and our new solution. It is this understanding, research, prototyping which has taken the additional time
19. From your current architecture perspective, can you also share your front end platform components other than Drupal 8? E.g. web applications (internal / external facing) in Java/.net/JS etc? and how it would play into the target architecture Please see presentation
20. You mentioned regarding the lack of in-house user research. What other design competencies are there in-house and how will they be integrated during this programme We have some Developers, but not enough with the necessary skill sets and experience; Scrum Masters and Product Owners, but again a lack of experience; Content designers, but numbers are limited at this stage; limted numbers of user researchers; We currently have around 12 business analysts, however, much of their capacity is limited. So we would need to augment these roles with external roles to fill in the gaps in capacity as well as to provide knowledge transfer to those with less practical experience
21. Could you talk to the response process – you mentioned timing but can you please also clarify how you are looking for responses to be submitted and what form / level of detail these should take?” Responses should be submitted on line via the DOS portal. There is a word limit for each response.