This opportunity is closed for applications

The deadline was Wednesday 13 June 2018
NHS Digital

NHS D - User Research - Digital Collaborations Servce Futures

13 Incomplete applications

7 SME, 6 large

42 Completed applications

34 SME, 8 large

Important dates

Published
Wednesday 30 May 2018
Deadline for asking questions
Wednesday 6 June 2018 at 11:59pm GMT
Closing date for applications
Wednesday 13 June 2018 at 11:59pm GMT

Overview

Summary of the work
Support NHSD with assessment of user needs for digital collaboration for health and care organisations; informing the core requirements for future service, providing the baseline from which current best of breed products can be assessed.
The analysis should include:
- Quantitive and Qualitative Analysis
- User insight across care settings
Latest start date
Tuesday 31 July 2018
Expected contract length
3 Months
Location
No specific location, eg they can work remotely
Organisation the work is for
NHS Digital
Budget range
The budget range this requirement is £150k to £175k

About the work

Why the work is being done
To provide discovery collateral to enable NHSD to assess the most appropriate path for the future of digital collaboration across health and care within England. This will directly inform the development of an Outline Business Case to replace existing services provided by NHSmail in the 2021 timeframe.
The Digital Collaboration Service – Future will be based on public cloud infrastructure and will be capable of support inter/intra and external organisation collaboration and information sharing, with the ability to provide integrated products/services to over 2m users. This work package will focus on user research to ensure digital collaboration requirements are captured/prioritised.
Problem to be solved
Provide an assessment of user needs for digital collaboration across for health and care organisations in England.

The work must be completed within 12 weeks from contract award.
Who the users are and what they need to do
As a health and care professional I need to utilise collaboration tools to deliver care.
Users can range from administrators to consultants
Early market engagement
Any work that’s already been done
Existing team
The NHS Digital Digital Collaboration Service Futures team
Current phase
Discovery

Work setup

Address where the work will take place
Work will take place across England. NHS Digital has its headquarters in Leeds, and other offices in such places as London and Exeter.
Working arrangements
Weekly virtual or face to face sessions to review progress.
Security clearance
Baseline Personal Security Standard

Additional information

Additional terms and conditions
Standard Terms and Conditions with Supplementary NHS D Terms.

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
  • Experience of delivering User Research in complex environments.
  • Experience of undertaking user research with a wide user audience including Heatlh but also other industries.
  • Experience with user interface frameworks and standards.
  • Experience and familiarity with GDS principles, service design standards, assets and accessibility.
  • Experience and familiarity with user research techniques and approaches.
  • Demonstrate knowledge and experience of LEAN UX principles and techniques.
Nice-to-have skills and experience
  • Demonstrate knowledge and experience of Collaboration Systems
  • Experience of working with multiple departments and public sector organisations on a single project.

How suppliers will be evaluated

How many suppliers to evaluate
5
Proposal criteria
Proposal criteria to be made available to Shortlisted suppliers via Bravo portal.
Cultural fit criteria
Cultural fit criteria to be made available to Shortlisted suppliers via Bravo portal.
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

5%

Price

30%

Questions asked by suppliers

1. What do you mean when you refer to 'complex environments'?
The Supplier is expected to be able to demonstrate how they have delivered solutions in complex environments.

Response: The health and care sector has multiple and wide ranging layers of care settings working in complex environments. This could be a consultant in an hospital, a mental health practitioner in a care home setting or a COPD nurse based in the community. All these services (and many more) will be required to collaborate with each other to offer effective and safe patient experience.
2. Are you looking for a team to be able to assess different options or technologies for meeting user's needs? Is this a desired output from the discovery?
The aim of the project is to gather user requirements, presented in formats (but not restricted to) such as user Journeys and experience, maps which include visual story telling
3. Will NHS Digital recruit participants for user research, or will this be a responsibility for the supplier?
Where possible, this will be an hybrid approach although NHS Digital will look to make introductions for participation in user research and the supplier will be responsible for maintaining the relationship with the participants throughout the project
4. Who will be working with the researchers on this project from NHS Digital? Is there a product owner or delivery lead that will prioritise work to be done and steer the work in the right direction?
The supplier will be working with the Digital collaboration service futures team which currently consist of the programme director, programme head and project manager. NHS Digital will look to hold a 'kick-off' session immediately upon contract award with the successful supplier and regular catch ups to provide steer and ensure the work is heading in the right direction.
5. It's stated, "To provide discovery collateral ....". Do you have any more details/requirements on what collateral are you expecting to be delivered from this engagement?
At the highest level the analysis is to inform -
- Quantitive Analysis
- Qualitative Analysis inc workflow/ journeys
- User insight across care settings (Health & Care orgs)

Some of the outputs expected (but not restricted to) would be -
user research
high level service designs
user requirements
experience maps with visual story telling
summary of findings
6. what is the structure of the current team the research will be reporting into
The supplier shall be working with the Digital collaboration service futures team which currently consist of the programme director, programme head and project manager.
7. Do you have a view on the number of user researchers needed
The health and care sector has multiple and wide ranging layers of care settings working in complex environments. This could be a consultant in an hospital, a mental health practitioner in a care home setting or a COPD nurse based in the community. All these services (and many more) will be required to collaborate with each other to offer effective and safe patient experience.

The user requirements should give a good snapshot and capture the widest range of user journeys as possible
across all care settings.
8. Will user recruitment and any lab time be funded/organised by the client
Where possible, NHS Digital will look to make introductions for participation in user research and the supplier will be responsible for maintaining the relationship with the participants throughout the project.

Any lab time is to be funded/ organised by the chosen supplier.
9. The brief states "Users can range from administrators to consultants" and within 'Health and Care organisations'. More clarity / details would help with estimates for resource scoping - ie how many researchers will be needed to complete in 12 weeks.
The health and care sector has multiple and wide ranging layers of care settings working in complex environments. This could be a consultant in an hospital, a mental health practitioner in a care home setting or a COPD nurse based in the community. All these services (and many more) will be required to collaborate with each other to offer effective and safe patient experience.

The user requirements should give a good snapshot and capture the widest range of user journeys as possible
across all care settings.
10. Has any research been carried out so far at all, or are you expecting the supplier to do their own research and synthesis? Also, what is the team make-up you're envisaging for this? We'd propose a small research-oriented team rather than a full scrum team.
This programme of work is in the discovery phase, so no research has been carried out to date on user requirements - one of the main objectives for the successful supplier will be to conduct their own research on user requirements.

The user requirements should give a good snapshot and capture the widest range of user journeys as possible
across all health and care settings. We would expect the successful supplier to stand up a team to meet these requirements.
11. What are the key dates for this procurement process? (Informing successful suppliers at each phase, proposal submission date, likely dates for presentations)
More information about the process and timescales can be found in the Instructions Document on Bravo
https://nhsdigital.bravosolution.co.uk/web/login.html
12. Are you able to share details on your requirements for the proposal such as structure and word limit?
At the shortlisting stage, Suppliers are asked to provide a response to show capability to meet the Essential and Nice to Have Skills.
Shortlisted Suppliers will be provided with further information on what is required to be submitted at the Stage 2.
13. Will there be an opportunity to ask further questions, if shortlisted? We don’t want to snow you but there will likely be a couple of queries (e.g. on the proposal criteria), if we are shortlisted, that may help us respond more accurately
Yes, if shortlisted, there will be further opportunity for Supplier questions / clarifications
14. Do you have potential dates for the presentations? If so, please could you share them?
More Information about the process and timetable is provided in the Instructions Document on Bravo
https://nhsdigital.bravosolution.co.uk/web/login.html
15. Regarding assessment methods and timeline: can you please confirm if this is two stage process? Do you require the full written response including case studies, work history and presentation by the 13th June? If not, what is the deadline? Thank you.
This is a two-stage process. Detailed proposals are not required by 13th June. Interested suppliers are requested to provide responses to the Essential and Nice to Have Criteria. Shortlisted Suppliers will be required to submit their detailed qualitative and financial information by 3rd July 2018.

More Information about the process and timetable is provided in the Instructions Document on Bravo
https://nhsdigital.bravosolution.co.uk/web/login.html
16. Where can I find more information about the Supplementary Terms and Statement of Work?
The Supplementary Terms and SOW can be accessed on Bravo.

NHS D is currently reviewing its Supplementary Terms for this requirement and more information will be shared with Shortlisted Suppliers at the next stage.

https://nhsdigital.bravosolution.co.uk/web/login.html
17. How do I access the additional information on Bravo
In order to view this opportunity on Bravo, suppliers need to register via the following link:

https://nhsdigital.bravosolution.co.uk/web/login.html

The additional information is attached on the Live Opportunities page.

The title of this opportunity is "User Research - Digital Collaboration Service Future"
18. Please could you clarify first nice-to-have question 'Demonstrate knowledge and experience of Collaboration Systems' - do you mean experience using CSs or experience assessing them?
The gathering of user requirements will involve going out and discussing them across health and care settings - knowledge of existing collaboration systems such as (Skype, Google hangouts - to name a very few) could be helpful when having these discussions.
19. You have mentioned the users / user types for this project to be a ‘... could be a consultant in an hospital, a mental health practitioner in a care home setting or a COPD nurse based in the community’ will there be any other specific users that would need to be involved in the Discovery?
The examples given are just a snapshot - Upon contract award, NHS Digital will work with the supplier to agree/ ensure specific users from the health and care setting are involved in the work.
20. How flexible is the commencement date?
We want the successful supplier to start as soon as contract is awarded. There is no flexibility for a later commencement date.
21. Which team members from NHS Digital will be our main points of contact for the project?
The successful supplier will work with the Digital Collaboration futures platform team in NHS Digital which currently consist of the programme director, programme head and project manager.
22. Who from NHS Digital will be made available on your side to partner with us on the delivery of this project and what is their experience?
The successful supplier will work with the Digital Collaboration futures platform team in NHS Digital which currently consist of the programme director, programme head and project manager who bring with them a wealth of experience having worked across different industries.
23. Do you need a discovery team (Delivery Manager, Consultant / Business Analyst, User Researcher, Product Owner) setup on our side for the delivery of this discovery or are you expecting a team of User Researchers only?
For this project, we require user researchers and appropriately skilled resources to manage the project and formulate thoughts from the findings.
24. Usually as part of a Discovery piece which would lead to the development of a digital service we would provide a Technical Consultant to research current technologies, processes and data flows. Is this a requirement of this project?
For this project, we require user researchers and appropriately skilled resources to manage the project and formulate thoughts from the findings.
25. In relation to your responses to questions 7 and 9 we are clear that this Discovery focuses on “multiple and wide ranging layers of care settings working in complex environments”. In order to calculate how many User Researchers we will need to provide to undertake this Discovery for you, please can you provide more information on the different internal and external user groups the Digital Collaboration Service would be adopted by?
In addition to health and care professionals within the NHS, the current service is used by optometrists, dentists, pharmacists (including community) and social care organisations such as care homes services. The user requirements scope may extend to other services that are not currently using the digital collaboration services.
26. Please can explain what NHS mail is and what is does?
Further Information on the current NHSmail service can be found on the following link - https://digital.nhs.uk/services/nhsmail
27. Please can you explain the purpose and goal of the Digital Collaboration Service and who it’s users are?
Further Information on the current NHSmail service can be found on the following link - https://digital.nhs.uk/services/nhsmail
28. How familiar are you with Agile? Is this something you have used for previous projects?
NHS Digital utilises and tailors multiple methodologies to run its programmes and projects across the organisation which includes AGILE methodologies.
29. Can you clarify why you need LEAN UX principles and techniques included in a Discovery project?
The user requirements will aim to drive out assumptions and testing of hypotheses - the aims are very closely aligned to LEAN UX principles
30. Has any discovery work already been done?
This programme of work is in the discovery phase, so no research has been carried out to date on user requirements - one of the main objectives for the successful supplier will be to conduct their own research on user requirements.
31. Can you outline the services provided by NHSmail, other than email? For instance does the scope of this extend over the integration with O365 that was in the news a while ago?
Further Information on the current NHSmail service can be found on the following link - https://digital.nhs.uk/services/nhsmail

The scope of this project is to confirm user requirements for a future collaboration service and is not aligned to any technologies that are currently being used.
32. For the Discovery, the agency / supplier will need to provide User Researchers to work with your User Groups. How many User Researchers will the agency / supplier need to provide to undertake the Discovery with your User Groups?
The health and care sector has multiple and wide ranging layers of care settings working in complex environments. This could be a consultant in an hospital, a mental health practitioner in a care home setting or a COPD nurse based in the community. All these services (and many more) will be required to collaborate with each other to offer effective and safe patient experience.

The user requirements should give a good snapshot and capture the widest range of user journeys as possible
across all care settings.
33. What kind of content for collaboration and information sharing will be available to users on the inter/intra? Can you please provide examples.
We are not clear on what is being asked here. Each NHS Organisation has its own intranet pages regarding collaboration and information tools. Hope this helps provide some clarification
34. Can you clarify if the user interface frameworks and standards you’re referring to are GOV.UK/NHS and how you see that fitting in a Discovery (particularly one focused on off-the-shelf tools)?
The user requirements will aim to drive out assumptions and testing of hypotheses - the aims are very closely aligned to LEAN UX principles.
35. To represent NHS England we would need to engage with all the different relevant groups of users within the NHS, covering regions, organisations/ teams and interest. How are the trusts and other teams inside NHS England grouped? Would you be able to help us select a representative sample? How many would ‘groups’ would you expect to be in this sample?
Upon contract award, NHS Digital will work with the supplier to agree/ ensure specific users from the health and care setting are involved in the work.
36. Could you share how many private organisations who work with the NHS in health and care services would need access to the portal? Are these organisations grouped in any way? If so, could you share the groupings? Would you be able to help us create a representative sample of stakeholders from these organisations?
Upon contract award, NHS Digital will work with the supplier to agree/ ensure specific users from the health and care setting are involved in the work.
37. Is the maximum budget range inc VAT or xVAT?
The budget range is excluding VAT.
38. The notice mentions that NHS D is reviewing its Supplementary Terms and Conditions. When will this be available to suppliers?
NHSD's updated terms are now uploaded to Bravo. They can be accessed via the following link, on the Opportunities Page.

https://nhsdigital.bravosolution.co.uk/web/login.html