Department for Work and Pensions (DWP) - Retirement, Bereavement and Care

DWP Digital Services: Retirement, Bereavement and Care in Newcastle and Blackpool Digital Hubs copy

Incomplete applications

8
Incomplete applications
5 SME, 3 large

Completed applications

13
Completed applications
6 SME, 7 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 14 February 2018
Deadline for asking questions Wednesday 21 February 2018 at 11:59pm GMT
Closing date for applications Wednesday 28 February 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The Partner must enable DWP to develop new and existing digital services that will transform the citizen’s digital journey for pre-retirement, state pension, pension credit, bereavement and care. Delivered through SoW and partner provided multi-disciplinary team providing services under Service Delivery, Software Development, User Research, User Experience and Design capabilities.
Latest start date Monday 30 April 2018
Expected contract length Up to 2 years, with initial SoW for up to 12 months.
Location North East England
Organisation the work is for Department for Work and Pensions (DWP) - Retirement, Bereavement and Care
Budget range The contract is expected to be up to 2 years. Indicative budget is up to £3.96m. Initial 12 month SoW estimated at £1.98m. Estimates do not include travel and subsistence and exclude VAT. Further SoWs to be agreed as the digital pipeline materialises (subject to approval).
As a useful guide, we anticipate the team to be a mixture of junior and senior personnel, with a maximum of twelve resources being required at any one time over the initial 12 months of the contract, for the following roles:
User Researcher
Interaction Designer
Content Designer
Front End Developer
Product Owner
Business Analyst

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The goal in Pension Delivery services is to transform the customer experience of Government, providing easy access to pension services, with clear information, linking many new and existing systems to allow more consistent and responsive provision of services over the web and better customer outcomes. Each service development has its own user driven requirements which will enhance user experience and compliance whilst striving towards the DWP digital goals. We require a Delivery Partner who can add value to this development through provisioning Lot 1 services capabilities, working with existing DWP capabilities and other suppliers in line with DWP's/GDS Digital standards.
Problem to be solved DWP requires a Delivery Partner to provide flexible capacity and capability to support DWP by providing a team of specialist resources that can deliver outcomes to meet citizen's pre and post State pension-age needs. We want to encourage the majority of interaction with citizens through digital self-service.

Problems our services aim to address:
- Help citizens claim their pension online
- Help citizens plan for their retirement through providing a forecast of pension income
- Help bereaved citizens understand the support available
- Help citizens claim their entitlement when responsible for the care of another
Who the users are and what they need to do Every adult in the UK is a potential user for one or more of our digital services. Other user groups include, DWP internal agents and trusted helpers.

As a citizen:
I need to be able to easily access the appropriate on-line service(s) so that I can understand my entitlement, claim benefit, plan for retirement (Retirement - State Pension, Bereavement and Care)

As an organisation:
I need to ensure that digital services are built and iterated on real user needs, underpinned by trustworthy data and high quality user research.
Early market engagement No early market engagement has taken place with suppliers for this requirement.
Any work that’s already been done The following services have already completed some work. All services need further support to iterate.

Get Your State Pension - Public Beta
Check Your State Pension - Live and iterating
Support for Check Your State Pension - in Public Beta
Find Lost Pension Details - Live and iterating
Tell Us about a Death - Completed a discovery, now in Alpha
Bereavement Support Payment - Completed Alpha, now in private Beta
Carer's Allowance Digital - Live and iterating
Existing team There are currently a number of teams working on these services predominantly delivering using agile methods, with experience and requirements to deliver to waterfall methods when required. The teams have detailed knowledge and experience in the Pensions arena. The successful supplier team will work with these existing capabilities (from other suppliers as well as DWP staff). A part of the role of the supplier will be to assist DWP in growing its own capability and we will expect a level of support for our staff with a view to contributing and sharing knowledge.
Current phase Not applicable

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place DWP Digital Corporate Centre Hub North East - Benton Park View, Benton Park Road, Newcastle upon Tyne, NE98 1YX;
and
DWP Digital Corporate Centre Hub North West - Peel Park, Brunel Way, Blackpool, Lancashire, FY4 5ES.
Working arrangements Be on site 5 days (37.5 hours) per week co-locating, collaborating and working flexibly with teams across Pension Delivery services. A flexible approach will be agreed with the successful supplier as each Statement of Work (SoW) is agreed throughout the life of the contract. Be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of the locations specified in Location, will only be paid if agreed in advance and in line with the DWP Travel and Subsistence Policy.
Security clearance Your proposed delivery team members must have completed the HM Government Baseline Personal Security Standard (BPSS) check and be eligible and prepared to undergo the clearance process to at least Security Check level.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions The Call-Off Contract will be supplemented by additional T&C's, which can be found at dwp.bravosolution.co.uk and clicking on "View current opportunities", i.e.
1. DWP supplementary drafting to contractual provisions of DOS2 Framework Agreement;
2. DWP Offshoring Policy V4.0.

These roles are deemed outside IR35 Intermediaries legislation scope. The suppplier will provide HR management support to each individual resource.

Furthermore, in reference to pricing - suppliers must provide a Rate Card for all of the defined roles. Bids must be on a T&M basis, however different pricing models ranging from Fixed Price, T&M and Capped T&M may be used for SoW's.

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 experience in providing digital capabilities and capacity to support the development and delivery of a digital product/service;
  • Your delivery team roles must be available at the DWP required location(s) on/within the required timescales, on site subject to BPSS from 30 April 2018;
  • Front End Developers have demonstrable experience of a modern standards approach to writing HTML, CSS, and JavaScript, within continuous delivery and experience of working in a software engineering environment;
  • Have demonstrable experience of writing automated tests for code quality. Manual tests for inclusion, access and use, across browsers, devices, and assistive technologies;
  • Have immediate capacity to supply resource to quickly develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions;
  • Have immediate capacity to supply content design (CD) resource with exemplary spelling/grammar. Experience of writing/editing, using a style guide/plain English. Use data and user research to inform CD decisions;
  • Have immediate capacity to supply resource that have a deep understanding and experience of using product management techniques;
  • Have immediate capacity to supply resource that can provide business analysis capabilities;
  • Have immediate capacity to supply experienced resources to provide sketching, prototyping and iterative design capability;
  • Have immediate capacity to supply resource to Design, conduct and analyse user research using a range of techniques, for example one-to-one interviews or usability tests.
Nice-to-have skills and experience
  • Supplier would have experience of delivering digital solutions to GDS service standards and working in the public sector;
  • Evidence of resources that have existing SC clearance that will support the speeding up of on-boarding teams.

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Experience of your resources delivering major change via concurrent releases and Live Support services whilst maintaining delivery focus and accountability. How will this expertise be applied to benefit DWP?;
  • Describe the team who’ll be doing the work and their specific experience/skills in relation to delivery of digital services;
  • Evidence of adoption and alignment to a customer's methodology and approach and offering suggestions for improvement;
  • Capability of standing up a team from the contract award date, managing resource scaling with related timeframes, managing staff rotation, managing attrition and managing under-performance;
  • Ability to gain, at pace, a detailed understanding of the solution to allow ongoing support and further development;
  • How will you ensure that continual knowledge and skills transfer to the DWP team is embedded as part of the approach to build individual and team digital capability.
Cultural fit criteria
  • Work as a blended team with our organisation and other suppliers, able to take direction within a DWP team;
  • Experience of successful collaborative working as part of a multi-supplier delivery team sharing knowledge within the team.
Payment approach Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

5%

Price

30%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. You mention: " We require a Delivery Partner who can add value to this development through provisioning Lot 1 services capabilities" Does this mean that for the supply of resource under this contract you intend to use Capita CL1 framework or will the resource be supplied under this DOS2 contract by the winning party? The requirement is not about individual hires, therefore the CL1 framework is not appropriate. Our requirement is seeking specialist services for digital projects, i.e. we need a digital outcome where suppliers employ or contract the specialists they provide and are responsible for the work done by the specialists they provide. The supply of the resource will be under DOS2 by the winning party for Lot 1 services.
2. You have stated that work will take place on both the Newcastle and Blackpool sites. Please could you clarify where the majority of the work would take place and therefore where the team would need to be based? We need a team of specialists for the roles outlined to work on different projects across Retirement, Bereavement and Care locations in Newcastle and Blackpool. Please note, this does not require supplier resources to travel between each site. It is envisaged that the majority of the work will take place in the Newcastle Digital Hub.
3. Experience of GDS service standards is listed as 'nice to have'. It's assumed that the services to be delivered will be subject to GDS service assessments. Is that correct? Although all development will follow GDS service standards not all products developed will be subject to formal GDS service assessment. Some of our services already meet the Digital Service Standard, other services are internal services which have been built to the GDS service standards but not required to go through a formal GDS assessment.
4. One point states: Have demonstrable experience of writing automated tests for code quality. Manual tests for inclusion, access and use, across browsers, devices, and assistive technologies Are the automated tests referred to for client-side code only, or for the complete tech stack? The automated tests are predominantly executed via client-side code, however they may exercise code in the whole stack.
5. 1. The RFI mentions “A part of the role of the supplier will be to assist DWP in growing its own capability and we will expect a level of support for our staff with a view to contributing and sharing knowledge”. – Are there any specific areas where your looking to build your own capability e.g user testing or Design or is this across all disciplines/roles? 2. User testing recruitment – Will we be expected to recruit for user testing sessions or will members be provided (based on DWP/our requirements) 1 - Across all disciplines and roles
2 - You may be required to recruit or support recruitment for user testing / research; Users may be provided if DWP staff have already coordinated user research recruitment.
6. 3. The RFI mentions “ collaborating and working flexibly with teams across Pension Delivery services.” Will there/could there be a requirement to project manage DWP or 3rd party team members? 4. Front end developers – are there any specific tools or frameworks that you require experience with? 5. QA testers – Who will be responsible for testing front end code (both from an accessibility and browser point of view), will we be required to supply these roles or will we be working with a third party? 3 - There is no requirement to project manage DWP or 3rd party team members.
4 - We expect front end devs to be experienced in developing accessible front end applications / interfaces using HTML5, CSS, Javascript, Node.js as well as other tools and frameworks as appropriate.
5 - Accessibility testing will be the responsibility of the QA Engineer working alongside Software Engineers and accessibility specialists in DWP.
7. 6. Front end developers – Who will the front end development team be interfacing with onsite or offshore ‘backend’ delivery teams? 7. Our delivery model may consist of a core team based on site in Newcastle and where required an ‘advisory team’ providing additional leadership/specialists roles. The advisory team would be on site as and when required. Would you be open to this model? 6- Front end development roles will be working closely with onsite software engineers and the rest of a multidisciplinary team.
7- Please note, we are seeking a Delivery Partner to provide a team of specialist resources comprising the following roles User Researcher, Interaction Designer, Content Designer, Front End Developer, Product Owner and Business Analyst, i.e. the core team. We are not seeking an 'advisory team' providing additional leadership/specialist roles.
8. 8. Expenses – The RFI mentions that the supplier will “Be responsible for travel and expenses to normal workplace” Our assumption would be that we would be responsible for the core team’s expenses but we would charge the advisory team expenses at cost. 8. Your assumption is correct regarding the core team expenses, i.e. the supplier will be responsible for travel and expenses to normal workplace. Any travel required in addition to/or outside of the Newcastle and Blackpool Digital Hub locations will only be paid if agreed in advance and in line with the DWP Travel and Subsistence Policy. Please note, this does not require supplier resources to travel between each site.
9. DWP Clarification 1 of 6:
Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Essential skills and experience:
• Have experience in providing digital capabilities and capacity to support the development and delivery of a digital product/service 1%;
• Your delivery team roles must be available at the DWP required location(s) on/within the required timescales, on site subject to BPSS from 30 April 2018 1%;
• Front End Developers have demonstrable experience of a modern standards approach to writing HTML, CSS, and JavaScript, within continuous delivery and experience of working in a software engineering environment 0.5%.
10. DWP Clarification 2 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Essential skills and experience:
• Have demonstrable experience of writing automated tests for code quality. Manual tests for inclusion, access and use, across browsers, devices, and assistive technologies 0.5%;
• Have immediate capacity to supply resource to quickly develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions 0.5%;
• Have immediate capacity to supply content design (CD) resource with exemplary spelling/grammar. Experience of writing/editing, using a style guide/plain English. Use data and user research to inform CD decisions 0.5%.
11. DWP Clarification 3 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Essential skills and experience:
• Have immediate capacity to supply resource that have a deep understanding and experience of using product management techniques 0.5%;
• Have immediate capacity to supply resource that can provide business analysis capabilities 0.5%;
• Have immediate capacity to supply experienced resources to provide sketching, prototyping and iterative design capability 0.5%;
• Have immediate capacity to supply resource to Design, conduct and analyse user research using a range of techniques, for example one-to-one interviews or usability tests 0.5%.
12. DWP Clarification 4 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Nice-to-have skills and experience:
• Supplier would have experience of delivering digital solutions to GDS service standards and working in the public sector 0.5%;
• Evidence of resources that have existing SC clearance that will support the speeding up of on-boarding teams 0.5%.

Proposal criteria:
• Experience of your resources delivering major change via concurrent releases and Live Support services whilst maintaining delivery focus and accountability. How will this expertise be applied to benefit DWP? 14%;
• Describe the team who’ll be doing the work and their specific experience/skills in relation to delivery of digital services 10%.
13. DWP Clarification 5 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Proposal criteria:
• Evidence of adoption and alignment to a customer's methodology and approach and offering suggestions for improvement 5%;
• Capability of standing up a team from the contract award date, managing resource scaling with related timeframes, managing staff rotation, managing attrition and managing under-performance 12%;
• Ability to gain, at pace, a detailed understanding of the solution to allow ongoing support and further development 12%;
• How will you ensure that continual knowledge and skills transfer to the DWP team is embedded as part of the approach to build individual and team digital capability 5%.
14. DWP Clarification 5 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Proposal criteria:
• Evidence of adoption and alignment to a customer's methodology and approach and offering suggestions for improvement 5%;
• Capability of standing up a team from the contract award date, managing resource scaling with related timeframes, managing staff rotation, managing attrition and managing under-performance 12%;
• Ability to gain, at pace, a detailed understanding of the solution to allow ongoing support and further development 12%;
• How will you ensure that continual knowledge and skills transfer to the DWP team is embedded as part of the approach to build individual and team digital capability 5%.
15. DWP Clarification 6 of 6:

Please note, DWP will score shortlisted suppliers on each criteria individually for Technical competence and Cultural Fit, using the weightings opposite.
Cultural Fit criteria:
• Work as a blended team with our organisation and other suppliers, able to take direction within a DWP team 2.5%;
• Experience of successful collaborative working as part of a multi-supplier delivery team sharing knowledge within the team 2.5%.
16. Do we have to submit the named CV’s as part of the response? No you will not be asked to submit CVs as part of your response.  The assessment methods that DWP will use to help DWP find the supplier that best meets our needs include written proposal, case study, presentation and at DWP’s discretion references may be requested as a further means to support evidence for the purposes of evaluation.
17. Will this be inside or outside of IR35? Outside of IR35.
18. Please can you confirm if all roles need to be eligible for SC clearance. If not please can you state which roles will need to have SC clearance. None of the advertised roles are subject to SC clearance.
19. Are we able to use more than one example in the response to our question please, in order to show depth of experience? Reference: Shortlisting interested suppliers.

Yes, you can provide more than one example for each essential and nice-to-have skills and experience. You can reuse examples across different skills and experience requirements. DWP will not score a supplier down for reusing an example as long as it shows that you are capable of meeting the requirement.