Belfast City Council

Belfast City Council Customer Focus and Website Discovery

Incomplete applications

11
Incomplete applications
8 SME, 3 large

Completed applications

5
Completed applications
4 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Thursday 8 February 2018
Deadline for asking questions Thursday 15 February 2018 at 11:59pm GMT
Closing date for applications Thursday 22 February 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Delivery of a Customer Focus and Website Discovery Exercise informing:
-our customer vision and project scope,
-implementation plan,
-customer journeys,
-process, resource and governance requirements,
-HR and OD impacts,
-technology (telephony, applications, website, mobile apps) requirements,
-benefits, risks and financial impacts of implementation,
-requirements to deliver a new website.
Latest start date Monday 9 April 2018
Expected contract length Discovery exercise within 12 weeks, recommendations report by June 2018.
Location Northern Ireland
Organisation the work is for Belfast City Council
Budget range The budget for this procurement is estimated to be £100,000 - £150,000.

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done BCC are seeking to design a new Corporate approach to Customer Management including modernisation of the Council’s website. Recommendations:

1. A corporate approach to customer management should be a key driver for on-going organisational change.

2. A new customer services for should be based on the following principles:

a. Corporate approach, consistent, joined up and underpinned by standards,
b. greater insight and analysis on customer behaviour,
c. improved process efficiency,
d. inclusivity and channel choice (digital first where possible),
e. Improved customer first and quality online experience
f. access to the right information at the right time, from anywhere.
Problem to be solved BCC wish to implement a Corporate approach to Customer Focus including the modernisation of the Council’s website. The Discovery exercise will cover:

-customer vision and project scope,
-implementation plan,
-customer journeys and touch points,
-process requirements,
-resource requirements and governance,
-HR and OD impacts,
-technology requirements,
-marketing approach
-benefits approach,
-risks,
-financial impacts of implementation.

Website Discovery outputs (current and future scenarios):

-segmented online user personas,
-current and future requirements, market trends and competitor analysis,
-marketing self service,
-digital platform corporate vision,
-best practice, including information architecture and navigation,
-content and functional prioritisation,
-internal capabilities and resources,
-website delivery requirements.
Who the users are and what they need to do Elected members – Councillors, MLAs, MPs, Political Party Representatives
Visitors – Day Trippers, Overnight Visitors, Coach Tours, Cruise Ships
Staff – Chief Officers, Management, Administrative, Operational/Frontline
Partner Organisations – Visit Belfast, Translink, DFC, NIHE
Investors/Developers – FDI Investors, Tourism Investors, Property Investors
Members of the Public – Resident/Rate Payer, General Public Non Ratepayer, Student, Worker, Service Users
Businesses – Start Up Business, SMEs/Large Scale, FDI Indigenous Companies, Entrepreneurs, Community/Voluntary Orgs
Early market engagement
Any work that’s already been done The City and Neighbourhood Services Department working alongside Corporate Organisational Development (OD), Corporate Communications and Digital Services, have worked with Deloitte to develop an outline business case to provide recommendations on implementing a new approach to customer focus. The OBC can be provided on request.
Existing team The provider will be expected to work closely with a small internal project team established to deliver the Discovery Exercise.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The provider will be expected to work on a full time basis with business users and stakeholders, and will be onsite (9-21 Adelaide Street, Belfast BT2 8DJ) during this time.
Working arrangements The provider's team will work in a collaborative and transparent way with the BCC Senior Responsible Officer and Project Team and provide the focus to make the Discovery Exercise happen within the required timescales. Suppliers must include travel and subsistence costs in budget.
Security clearance BPSS – Basic Disclosure

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
  • Have demonstrable experience in delivery of successful Customer and Website Discovery outcomes to support complex service and technology transformation, including undertaking service design (3%)
  • Have demonstrable experience of knowledge sharing and skills transfer with in-house teams in order to build sustainable capability (3%)
  • Have demonstrable experience of carrying out user research with a diverse mix of users and stakeholders, including those with assisted digital needs (3%)
  • Have demonstrable experience of effectively planning for new user centric IT digital services which incrementally integrate with backend legacy applications and third parties (3%)
  • Have demonstrable experience of leading public sector teams, particularly those with no experience of Agile, in Discovery and iterative development (3%)
Nice-to-have skills and experience
  • Have experience of successful delivery of Discovery within an organisation undertaking a complex Customer Service transformation programme
  • Have experience of leading Discovery projects within the public sector

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Proposed approach and methodology for undertaking the Discovery, highlighting departmental interdependencies and key project risks (35%)
  • Proposed deliverables and timeline for the Discovery workshops, including team size, roles and responsibilities (24%)
Cultural fit criteria
  • Evidence ability to effectively communicate with staff and stakeholders at all levels, understanding their priorities while enabling the project to progress (2%)
  • Evidence of challenging accepted ways of working and encouraging the development of new business processes (2%)
  • Evidence of encouraging a collaborative approach and no blame culture to problem-solving (2%)
Payment approach Time and materials
Assessment methods Written proposal
Evaluation weighting

Technical competence

74%

Cultural fit

6%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Have you taken any pre-procurement advice before Discovery phase? Yes. Procurement approved through internal governance.
2. Is the allocated budget just for the Discovery Phase? Yes.
3. Can you provide a copy of the Outline Business Case (OBC) developed by Deloitte to provide recommendations on implementing a new approach to customer focus. Yes, please contact morganlynn@belfastcity.gov.uk and I will email a copy.
4. Do the proposal and cultural fit criteria questions have word limits? If the answer is yes what are these word limits? Yes. The supplier guidance section states "Use up to 100 words for each bit of evidence."
https://www.gov.uk/guidance/how-to-sell-your-digital-outcomes-and-specialists-services#apply-for-an-outcomes-specialists-or-user-research-participants-opportunity
5. To understand the scope of the work we need to clarification around what is meant by Customer Focus and Website Discovery. What part and how much of this function is to be covered by customer interviews, user experience and user interface design? For clarification around what is meant by Customer Focus and Website Discovery please refer to the section titled ‘Problem to be solved’ - BCC wish to implement a Corporate approach to Customer Focus including the modernisation of the Council’s website.

For what part and how much of this function is to be covered by customer interviews, user experience and user interface design, please refer to the section titled ‘How Suppliers will be evaluated’ .
6. Amendment to question 3. Can you provide a copy of the Outline Business Case (OBC) developed by Deloitte to provide recommendations on implementing a new approach to customer focus.

There is now a new requirement to sign a non disclosure agreement.
Yes
To receive the Outline Business Case a non-disclosure agreement (NDA) must be signed. Email morganlynn@belfastcity.gov.uk to obtain a copy of the NDA.
7. What technology stack does your organisation use, as the tender mentions integrating with legacy applications? BCC operates on a Microsoft technology stack and we have a large number of line of business applications provided by multiple vendors.
8. Of all the audiences listed, the internal audience of "content authors" is excluded. Is this to be interpreted as the authors already having good authoring tools and processes, or is there an expectation that these should be examined, and may change, if it means an easier path to meeting publishing goals? There is an expectation that authoring tools and processes should be examined through discovery.
The deadline for asking questions about this opportunity was Thursday 15 February 2018.