Awarded to Etain Limited

Start date: Monday 15 April 2019
Value: £13,200
Company size: SME
The Consumer Council for Northern Ireland

Business Process Improvement Exercise copy

6 Incomplete applications

4 SME, 2 large

1 Completed application

1 SME, 0 large

Important dates

Wednesday 20 March 2019
Deadline for asking questions
Wednesday 27 March 2019 at 11:59pm GMT
Closing date for applications
Wednesday 3 April 2019 at 11:59pm GMT


Summary of the work
The Consumer Council is seeking a supplier to analyse its current business procedures to identify areas where we can improve accuracy, effectiveness and overall efficiency. The work will be in the discovery phase and supplier will need to redesign those processes to realise the improvements.
Latest start date
Monday 15 April 2019
Expected contract length
The expected contract length for the discovery phase is 6 to 8 weeks.
Northern Ireland
Organisation the work is for
The Consumer Council for Northern Ireland
Budget range
£15,000 including VAT.

About the work

Why the work is being done
The Consumer Council wants to ensure it is delivering value for money while maintaining its commitments on public spending to The Executive.

We want a technology based solution to help manage our business projects to improve accuracy, effectiveness and overall efficiency.

The technology based solution will be a workflow system. It will likely include task management and reporting functions and the ability to allocate projects and pieces of work to multiple members of staff.

The work will be in the discovery phase and dependent on the outcome, the supplier may be awarded subsequent alpha and beta phases.
Problem to be solved
We are a public sector organisation required to deliver a forward work programme (FWP) with around 50 staff members. We need to be flexible and adaptable with limited resources, and where possible, streamline and improve our current business procedures.

In order to develop this further, The Consumer Council is seeking a supplier to initially undertake a discovery phase review to identify the operations or employee skills that could be improved to encourage smoother procedures, more efficient workflow and overall business effectiveness.

The supplier will assess future requirements in order to provide a number of technical options in delivering our FWP.
Who the users are and what they need to do
Staff – CEO, Directors, Management, Administrative and Operational/Frontline.
Early market engagement
There was limited pre-market engagement in order to get a basic understanding of the market and the options that are available. No work has been commissioned.
Any work that’s already been done
Not applicable.
Existing team
The supplier will be working with the Chief Executive Officer who will have oversight and overall responsibility for the development of this bespoke project.

There may be a transfer of day to day responsibilities during the mobilisation phase of the new contract.
Current phase

Work setup

Address where the work will take place
It is anticipated that the successful bidder will be able to work from their own location.
Working arrangements
There will be a project initiation meeting at the commencement of the contract to ensure there is a clear understanding of contract requirements (The Consumer Council will contact the supplier to arrange).

Throughout the duration of the project, the supplier will need to provide regular updates e.g. fortnightly, via email or telephone to the project lead contact details will be provided on award of contract.
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
  • Demonstrable experience of design and development of technical solutions to meet business needs
  • Demonstrable experience of working closely with NICS and wider public sector delivering software projects, customer relationship involvement and skills enhancement.
  • Experience and knowledge and understanding of implementing security within the public sector NICS Enterprise Shared Services infrastructure.
  • ISO 27001 information security management System (ISMS) certified.
  • Ability to provide technology teams with guidance in terms of application solutions/architecture
  • Demonstrable experience and understanding of business analysis
  • Demonstrable experience and understanding of digital communication and engagement
  • Demonstrable experience and understanding of desktop application development
  • Demonstrable experience and understanding of database development
  • Web application development and front-end web application development
  • Knowledge and expertise in data protection including GDPR and implications for software development.
Nice-to-have skills and experience
  • Ability to provide end user training and service desk support.
  • Have experience of successful delivery of Discovery within an organisation undertaking a complex transformation programme.
  • Have experience of leading Discovery projects of a similar nature.
  • Ability load and performance testing

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Approach and methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets your organisation’s policy or goal
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Take responsibility for their work
  • Can work with clients with low technical expertise
  • Challenge the status quo
  • Approach to decision making
  • Have a no-blame culture and encourage people to learn from their mistakes
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. As part of your requirements under: Essential skills and experience, do you require the supplier to hold ISO 27001 information security management System (ISMS) certified accreditation themselves or is this specifically for the system they propose/implement?
Suppliers are required to hold ISO 27001 accreditation for information security management.
2. Ability load and performance testing, can you please clarify and expand your requirements?
Sorry for the incomplete description. This should read - Ability to undertake load and performance testing. The requirement is under the nice to have skills sections . We ideally want suppliers to be able to demonstrate experience and an ability to consider all aspects of user and performance testing to ensure that any resulting application they recommend will be fit for purpose. This will essentially show that a supplier making recommendations for technological solutions also has a practical and working knowledge of these solutions, rather than just theory and ideas.
3. Hi the majority of the work seems to be offsite. How will the suppliers gain the knowledge of existing processes, employee skills and workflows? Are the processes documented?
Suppliers will be expected to meet with The Consumer Council Project Team to gain a knowledge of existing processes, skills and workflows. We expect that there will be several meetings and these will be required to take place at The Consumer Council's Offices in Belfast.

Processes are not currently documented.
4. What are the key deliverables you are looking for from the discovery exercise?
We are interested in high level solutions to help us improve business workflow, productivity, resource management and reporting. The output of this would then be used to inform the project delivery stage and will evolve into the level of detail required to develop the solution. We are ultimately looking for a technology based resource management application to improve our workflow and resource management. This would be particularly relevant to ministerial and public consultations, projects, complaints handling, planned press releases and board papers.
5. Is ISO certification truly an essential requirement for this work. As an SME we do not have this yet?
Suppliers are required to hold ISO 27001 accreditation for information security management.