Start date: Wednesday 27 March 2019
Value: £106,000
Company size: SME
Buckinghamshire County Council

Designing the digital front door for adult services

17 Incomplete applications

15 SME, 2 large

36 Completed applications

30 SME, 6 large

Important dates

Thursday 31 January 2019
Deadline for asking questions
Thursday 7 February 2019 at 11:59pm GMT
Closing date for applications
Thursday 14 February 2019 at 11:59pm GMT


Summary of the work
Provision of a multi-disciplinary service design team to carry out research, design and prototyping for the 'digital front door' to community, health and adult services. This will include (but is not limited to) working with our existing website supplier to redesign information architecture, content and user experiences.
Latest start date
Monday 25 March 2019
Expected contract length
South East England
Organisation the work is for
Buckinghamshire County Council
Budget range
Up to £120,000

About the work

Why the work is being done
The council provides a range of statutory services for adults. We also provide services to support people with living healthy lives, to prepare for ageing well and to support people with disabilities. We want to provide user-centred digital services and, where appropriate, signpost people towards non-statutory services that can meet their needs.

We want to support people in getting timely help, clear advice and to understand the care process before seeking formal help from the council.

We want to improve the way people are referred to services that meet their needs.
Problem to be solved
Our digital offer is not meeting user needs. Working with the existing supplier, we need to redesign the information architecture, content and user experience based on an understanding of user needs.

We want to explore new ways (through research, design and prototyping) of meeting the needs of our residents and service users - from those who are currently well, to those on the edge of needing social care.
Who the users are and what they need to do
As an older person I need to understand what I'm entitled to so that I get the right support.

As a self-funder, I need to understand the options available to me, so that I make the right decisions.

As a person with a disability I need to understand what I'm entitled to so that I can get the right support.

As a carer I need to understand and follow the process so that I can support someone.

As someone who is well, I need clear information, so I can stay fit and healthy as I get older.
Early market engagement
Any work that’s already been done
There is a lot of change and transformation across adult services, including how assess people's care and support needs.

We are working with the supplier of the Care Advice Bucks website to update content ahead of this larger review.

We are participating in the LGA's Design in Social Care programme and can feed in their research findings.

We are working with Adur & Worthing and Devon CC on a project to explore developing a data standard for directories of community, care & support services
Existing team
Head of Digital
Adult Services Transformation Team
Corporate Business Improvement Team
Supplier of
Current phase
Not applicable

Work setup

Address where the work will take place
County Hall, Aylesbury, HP20 1UA
Working arrangements
We would expect the supplier to work on site for the majority of the project, so that they can share their work with colleagues and carry out research with Buckinghamshire residents, staff and partners.
Security clearance

Additional information

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.

Essential skills and experience
  • Provide a multi-disciplinary service design team
  • Adopt user-centred and Agile approaches consistent with the Government Digital Service Standards
  • Understand how to meet the needs of a range of users, including those lacking digital skills
  • Have experience of designing end-to-end services across multiple channels
  • Share their work freely and openly with the Council and wider government digital community
Nice-to-have skills and experience
  • Provide evidence of working in adult social care
  • Provide evidence of working in health services

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Approach and methodology
  • Understanding of the policy context
  • Experience from a similar project
  • Understanding of user needs from the service
  • Team structure
  • Value for money
  • Identification of risks and plan to mitigate them
Cultural fit criteria
  • Be transparent and collaborative when making decisions
  • Share knowledge and experience with the council and the wider government digital community
  • Work as a team with our organisation and other suppliers
  • Challenge the status quo
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Hello, please can you give us an indication of how long this engagement if for and how many roles/people you envisage needing to complete this project?
We anticipate the engagement being approximately 4 to 6 months, but are interested to hear how suppliers would approach the work. This includes the number of people/roles they think are needed.

More information about the composition of teams can be seen at
2. We're interested in understanding the capabilities of your existing website supplier and how you envision they will be involved during this project?
Our website supplier provides the care advice bucks site, the corporate website and has a lot of experience of developing digital platforms for local government. We envisage this project working collaboratively with them, at the right stages of the project, to bring new content and user experiences into the live service.
3. Would you consider responses that include delivery partners / sub-contractors?

(Some information removed from original question as it may have identified suppliers)
Yes. Guidance on sub-contracting and consortia arrangements can be seen at
4. Does the SRO for this opportunity have the capacity to attend/partake in agile ceremonies? e.g. show and tells, retrospectives etc.
5. Please confirm who the people on your selection panel are and their individual roles and responsibilities
The assessment team will include:

Head of Digital
Head of Access (Adult Social Care)
Transformation Manager (Adult Social Care)
6. What do you see as the identified risks around the delivery of this work?
Some of the potential risks to delivery include:
- Staff being able to commit time to the project
- Getting access to users for research
- Senior leaders not being involved in the project, slowing decision making
- Repeating discovery / research activity carried out elsewhere
- Engaging partner organisations
7. Can you provide details of how much of your teams time will be assigned to this project and whether they will be ready to start on the expected start date
Time from staff across digital, corporate improvement and adult social care will be prioritised to support delivery of this project. I cannot give a precise breakdown of people and days, but expect this to be agreed during the kick off and planning stage.

We will be ready to start the work on the expected start date.
8. Please can you provide details of what the next steps are following this initial application i.e. deadlines for the written proposal/presentation?
After shortlisting, successful suppliers will be invited to submit a written proposal and attend a presentation.

We hope to notify shortlisted suppliers on the 15 February.
The deadline for receipt of proposals will be 22 February.
Presentations will be held on the 25, 26 and 27 February.
9. Can you host a call with suppliers about this opportunity where we can have a live Q&A and the discussion notes are shared on this tender ad? This has proven helpful on other DM opportunities.
The Digital Marketplace guidance suggests that if Q&A sessions are held, it should be in the first 3 or 4 days of the opportunity being published

As we are past the first 7 days, we won't be offering a Q&A session. We will consider using this approach for any future opportunities published via the marketplace.
10. Who from your team will be scoring applications for this opportunity and what positions do they hold?
The assessment team will include:

Head of Digital
Head of Access (Adult Social Care)
Transformation Manager (Adult Social Care)
11. What’s the name of your existing website supplier? Will they be tendering for this piece of work?
The current website provider is Public Consulting Group

We will not know who has applied for this opportunity until it closes on the digital marketplace.
12. Do you require your chosen supplier to be on-site 5-days-a-week or are you happy working with a distributed supplier that will work on site for key activities that require physical presence eg workshops, some user testing, steering group meetings? This can provide greater cost benefits, ensuring budget is effectively spent on achieving outcomes.
We require the chosen supplier to be on site for approximately 3 days a week.
13. Can you please share the research findings from the LGA’s Design in Social Care programme?
This is a live project and has not reported it's findings. All outputs from the project will be shared with the delivery team when they become available.
14. Can you please share the findings from your work with Adur & Worthing and Devon CC?
This project is in the early set-up phase. Regular updates will be posted to the project blog at
15. Could you explain what your definition of multiple channels is please? Are you referring to both on and off line channels?
Our definition of multiple channels is: online (through web browsers or connected devices), by phone, by letter and face-to-face.

Yes, we are referring to both online and offline channels.
16. In reference to your expectation of the supplier working on site for the majority of the project, do you anticipate that stages like user testing for instance would need to be carried out on site or would you be happy to review different approaches to the research? For example, looking at both field and lab/controlled user research sessions?
We are happy to consider different approaches for conducting research.

Our expectation is that the supplier will be onsite for approximately 3 days per week.
17. When considering the stage around redesigning the content, is your expectation that we would be required to help write the content itself or support internal content editors/writers in these tasks and provide guidance?
Both. Our expectation is that this project will create content that best meets user needs. While it's likely this will mean writing words and supporting our web editors to write, it might also mean the creation of other assets.