This opportunity is closed for applications

The deadline was Monday 24 September 2018
The Police and Crime Commissioner for Sussex on behalf of the NPCC Digital Policing Portfolio

DPP/DPC - Policing Portal - Customer/Business Requirements and Strategy Study

10 Incomplete applications

6 SME, 4 large

26 Completed applications

15 SME, 11 large

Important dates

Published
Monday 10 September 2018
Deadline for asking questions
Monday 17 September 2018 at 11:59pm GMT
Closing date for applications
Monday 24 September 2018 at 11:59pm GMT

Overview

Summary of the work
The DPP requires the supplier to undertake a discovery exercise to identify the scope of a public customer portal for policing. The supplier will be responsible for eliciting, testing and prioritising customer/business requirements and expanding hypotheses to develop a clear vision and strategic case for change.
Latest start date
Monday 12 November 2018
Expected contract length
6 months
Location
London
Organisation the work is for
The Police and Crime Commissioner for Sussex on behalf of the NPCC Digital Policing Portfolio
Budget range
The budget for this procurement is estimated to be £300k, inclusive of all expenses

About the work

Why the work is being done
Single Online Home (SOH) will enable all 43 Forces to offer the public a consistent way of engaging with their local force and accessing police services online. However, SOH will only provide one-time transactional services for the first stage of contact across a range of scenarios when most of these require follow-up as the end-to-end service is interactional. The discovery exercise will therefore ascertain user requirements and options for a national police portal, but also test the hypothesis that engagement can and should be managed online and will increase confidence, satisfaction and take-up. The work must be completed by March'19.
Problem to be solved
• It is difficult for people to interact digitally with the police
• It is difficult for the public to get police updates
• It is hard to develop a relationship with the police (due to the different ways different types of interactions are handled)
Who the users are and what they need to do
As a member of the public I need to be able to: have easy access to a range of police services, from incident reporting, to applications and transactions; gain secure access to personalised content; opt-in to receive updates and information from the police; view my current or past interactions with the police in a single location; interact anonymously with the police.
As a police worker I need to be able to: communicate with and develop trusted relationships with members of the public; monitor the progress of the services I am delivering and request further information/input from individuals where required.
Early market engagement
Any work that’s already been done
Existing team
The supplier will be working within a cross-functional, multi-disciplinary client and supplier delivery team. The supplier will report directly into a Police Lead and work collaboratively with Technical Experts, Portfolio BAs and Procurement SMEs.
Current phase
Discovery

Work setup

Address where the work will take place
The project is based at client premises in London Victoria SW1. Some of the work may be undertaken remotely. There may be a limited requirement for travel elsewhere for stakeholder consultation.
Working arrangements
The supplier will be expected work part-time on the client site (estimated 2 days per week) with additional travel to other sites as required to undertake stakeholder engagement. This will be supplemented via telecom/video meetings, use of a shared document drive and tasking approach to ensure integrated delivery and workstream alignment.
Security clearance
The supplier should be prepared to put members of their proposed team through basic security clearance checks

Additional information

Additional terms and conditions
All expenses must be pre-agreed and must comply with the Sussex Police Travel and Subsistence Policy.
All suppliers must provide sufficient guarantees to meet the requirements of GDPR. Further information website: https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/
Agile projects have a scope that will change over time. These changes won’t require formal contract changes but require the Buyer and Supplier to agree these changes.
The Buyer is receiving government funding to support this programme and may require the Supplier to assist it to comply with the funding terms as regards such matters as reporting. The specific requirements will be included within the 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.

Essential skills and experience
  • Experience of delivering successful Discovery outcomes to support complex service and technology needs.
  • Experience of carrying out user research with a diverse mix of users and stakeholders, including the general public.
  • Experience of facilitating public service teams, particularly those with no experience of discovery projects.
  • Experience of undertaking objective user experience assessments and making platform agnostic technology recommendations.
  • Experience of working in cross-functional supplier and client teams, adopting an integrated delivery approach to meet shared objectives.
  • Experience of producing wireframes/basic screen mock-ups of potential UI and illustrative data flows to meet prioritised user requirements.
  • Experience of conducting as-is process assessments and defining to-be target states.
  • Experience of undertaking agile discovery, working with product owners to create persona based user stories and use cases.
  • Understanding of the complexities and nuances around handling government/public sector information of varying levels of sensitivity.
Nice-to-have skills and experience
  • Experience of working within the police, justice sector or a similar environment within the last 12 months, with a good understanding of the related complexities.
  • Experience and clear understanding of policing business processes and the types of citizen interactions encountered in policing.
  • Experience of portal discovery work involving multiple organisations with potentially different processes.
  • Experience of developing portal requirements for use with government digital identity verification processes, where users may be verified to different levels.
  • Demonstrable project management experience, identifying and managing project risks and dependencies.
  • Experience of delivering similar portal discovery projects that are under time and budget constraints.

How suppliers will be evaluated

How many suppliers to evaluate
3
Proposal criteria
  • Stakeholder engagement and requirements elicitation approach
  • Delivery approach and methodology
  • Ability to meet project timescales
  • Previous experience and references
  • Supplier innovation
  • Value for money
Cultural fit criteria
  • Experience of successful collaborative working and integrated delivery as part of a mixed supplier-client delivery team.
  • Approach to knowledge share to enable transition and handover to the DPC team.
  • Fact-based and structured approach that ensures evidence-based findings and recommendations.
  • Consultative and engaging style that drives customer engagement and consensus.
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

15%

Price

20%

Questions asked by suppliers

1. Can you be specific about which types of "citizen interactions encountered in policing" you are referring to in question N2?
The police have various interactions with citizens, from reporting crime to other transactional services such as purchasing firearms. The supplier should be able to demonstrate a good understanding of the range of these interactions.
The types of transactional services can be seen on the Metropolitan Police, Thames Valley Police and Hampshire constabulary websites.
However, in addition to these initial transactions there will also be more interactive engagement and information seeking type engagements with parties, including local area information requests and neighbourhood type interactions.
2. For question N4 are you referring to experience with GOV.UK Verify?
N4 states "Experience of developing portal requirements for use with government digital identity verification processes", which may include Gov.uk verify as well as other verification processes.
3. For question N4 is this for internal users, citizen users or both?
This could be for internal users and citizens.
4. Approximately how many days of travelling do you expect are required for stakeholder engagement outside of London?
This will depend on the approach being used by the supplier both in terms of the range of stakeholders to engage and how they run the engagement. Therefore an exact number of days cannot be provided at this stage.
5. Do you want expenses to be quoted for separately when it is time for pricing?
Expenses will not need to be quoted for in the price submission, however, all expenses will need to be pre-agreed and must comply with the Sussex Police Travel and Subsistence Policy.
6. When you say "basic security checks" do you mean the BPSS standard, SC clearance or some other standard (please specify if other)?
The Supplier will require Non Police Personnel Vetting Level-2 (NPPV Level 2).
7. Can you give guidance and examples of what you mean by "Supplier Innovation" in the proposal criteria?
More details will be given at stage 2 of the procurement process but supplier innovation may include innovative tools, methods or ways of working which you will leverage. This is a discovery piece of work where we are looking at innovation in the approach, the gathering and use of information and how you will work with the portfolio and stakeholders.
8. Which roles are you expecting the Supplier to supply and which roles do you expect will only be filled by existing Police staff?
The supplier will undertake the customer/business engagement role, eliciting and prioritising requirements and working with other DPP resources to define options and a strategic case for change. We envisage that the overall project and operational leadership role will be filled by a Policing Lead, with the technical and commercial roles filled by DPP staff. We would also expect Police staff to provide input on the operational procedures that govern the delivery of Police services but if a supplier has people with this operational knowledge then please include them in your response. Further details will be provided at stage 2.
9. How will the existing Police roles mentioned be allocated to the work? Will be on a full-time or part-time basis, and if part-time what will the allocation be?
The other roles mentioned will be allocated on the basis of the activities required. At present we envisage that the technical experts will work full-time alongside the customer/business supplier and that commercial resources and Portfolio Business Analysts will provide part-time support.
10. Could we confirm what we need to submit to be considered for this opportunity, in the note below it appears that the three sections of availability, skills / Exp and Evidence of Skills/Exp is the scope (and that this will be assessed on the following criteria – written proposal, case study, work history and presentation). If we need to submit a more in depth proposal, could we get clarity on guidelines including word limit etc
This is a two stage process; at stage 1 suppliers must provide responses to demonstrate how they meet the essential and nice-to-have skills / experience. Those suppliers successful at stage 1 will be down-selected and invited to submit a more detailed proposal at stage 2 at which point further information will be shared.
11. In the evaluating weighting, they mention ‘technical’ at 65%, could we please confirm that this loosely translate to competency in skills required for Discovery and not technology based skills?
Yes. As per the DOS guidelines, technical competence means "how well the supplier can do the work you need them to do", which in this case is to undertake a discovery exercise to identify the scope of a public customer portal for policing.
12. Could we confirm that we would gain access to clean demand data and as-is business processes once the team lands and cleared security clearance or these will have to be created by the team.
There is a significant amount of user demand/user experience data which will be made available both in terms of transactions and their follow-up. As part of the approach to on-boarding forces to Single Online Home we undertake As-Is and To-Be process mapping for those services that will be delivered, focusing on the internal police operations required to process the effectively one-off transactions being generated. This assignment will however need to take a wider view of police operations beyond the transactions and their follow-up/interaction, considering non-transactional public interactions and therefore we expect some additional analysis will need to take place.