Awarded to cxpartners

Start date: Thursday 1 August 2019
Value: £74,800
Company size: large
Buckinghamshire County Council

Making information about being an employee accessible, searchable and understandable

14 Incomplete applications

12 SME, 2 large

12 Completed applications

11 SME, 1 large

Important dates

Monday 20 May 2019
Deadline for asking questions
Monday 27 May 2019 at 11:59pm GMT
Closing date for applications
Monday 3 June 2019 at 11:59pm GMT


Summary of the work
Build an accessible, responsive website that is the definitive place to find information about HR policies and procedures. Make HR policies and guidance accessible, searchable and understandable. Support employees to act confidently on information and reduce the number of simple queries handled by the HR service desk.
Latest start date
Monday 1 July 2019
Expected contract length
South East England
Organisation the work is for
Buckinghamshire County Council
Budget range
Up to £115,000 is available to build the service. Ongoing hosting and maintenance must not exceed £5,000 per year.

About the work

Why the work is being done
Following a discovery into the HR service desk, we found that a significant number of queries were for issues that could be resolved through access to clear information. People are frustrated they can’t find information they need. HR service desk agents are spending too much time on relatively simple issues.

We want to make all the HR policies and guidance accessible, searchable and understandable. We think this is best achieved through a website that's in the public domain, so that a google search on any device can get you to the content you need.
Problem to be solved
There are many places where employees can find information about policies, procedures and working for the council. A lot of this information is on an intranet that is difficult to navigate and search.

We think the best way to make this information available to everyone who needs it is to make it open. We believe that a searchable, content-first platform will drive behaviour change around HR activities.

Over time we would like to develop the website so that it can include information about other services for employees and connect with our service management platform.
Who the users are and what they need to do
As an employee, I want to find the right information online, so that I can answer questions and solve problems for myself.

As an employee reading information, I need policies and processes to be consistent and clearly explained, so that I have confidence to act on information without further support.

As an employee who’s trying to solve an issue, I need to feel confident engaging with HR activities myself, so that I don’t contact the service desk.

As a content owner, I need to update content quickly and easily, so that it’s accurate.
Early market engagement
Any work that’s already been done
A discovery was completed by cxpartners and all of the outputs are available on the Local Government Digital User Research Library
Existing team
Service Manager from HR
Senior Manager from Digital team
Colleagues from across HR as required
Current phase

Work setup

Address where the work will take place
County Hall, Walton Street, Aylesbury, HP20 1UA
Working arrangements
We will require a team onsite for 2-3 days a week, most weeks. This is so that you can work closely with BCC staff and have easy access to the service users.
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
  • Take an agile approach to project delivery
  • Provide a multi disciplinary team including user research, service design and product development
  • Have knowledge of the user needs of HR service users
  • Have experience of delivering digital transformation in local government
  • Have experience of working to the Government / Local Government service standards
  • Have experience of working to the Government technology code of practice
  • Have experience designing services that meet accessibility guidelines
  • Have experience designing services for users with low digital literacy
Nice-to-have skills and experience
  • Provide evidence of developing content strategy
  • Provide evidence of understanding HR service desk technology
  • Provide evidence of having passed a government / local government service assessment
  • Provide evidence of rapidly developing prototypes based on user research and testing

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Clarity of the approach
  • How the approach or solution meets user needs
  • How the approach or solution meets our organisation's goal
  • Technical solution
  • Identification of risks, dependencies and a plan to manage them
  • Estimated timeframes for the work
  • Team structure, including skills, experience and relevance of individuals
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation, partners and other suppliers
  • Be transparent and collaborative
  • Take responsibility for the quality of delivery
  • Share knowledge and experience with the team
  • Challenge the status quo
  • Be comfortable standing up for the design and agile delivery disciplines
Payment approach
Capped time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please can you provide details of the service desk tools that you have in place for HR currently?
We are currently using a legacy version of Hornbill / Supportworks. There is a separate project underway to review and move to a more modern technology platform.
2. Would a remote team working in a European location, in the same time zone, be acceptable with some limited travel and the provision of an onshore point of contact?
No. We have set a requirement that the supplier team is onsite in Aylesbury for approximately 2-3 days a week.
3. We have a number of software packages (G-cloud-10) to minimise the work that needs to be done. Our standard practice is to work remotely with our team been readily accessible by phone or video conference. We find this provides an enhanced response and coverage experience for our clients. In this unique case, would remote working be considered?
No. We have set a requirement that the supplier team is onsite in Aylesbury for approximately 2-3 days a week.
4. Would you consider a Microsoft Office 365 based intranet as a potential solution and if so, is this a product you are already using?
We are agnostic about technology choices. The council does use Office 365, but not for its intranet or website.
5. Are there any incumbent suppliers currently? Has a technology platform and/or environment been chosen? Is this part of a larger digital transformation or a one-off project?
This is a new product/concept, so there is not an incumbent supplier. We have not chosen a technology platform, but some recommendations are made in the discovery report. This is related to, but not dependent on, a project to modernise the council's service management platform. The project is part of a corporate programme of digital transformation.
6. Under the Problem to be solved, the last paragraph; you stated that “Over time we would like to develop the website so that it can include information about other services for employees and connect with our service management platform.”

Does the budget already catered for this or you plan to allocate further budget for this future work?
Connection with a new service management platform is not expected within this budget. The information was included in the opportunity as it might affect how suppliers propose approaching this project.
7. It seems there is no time limit on this project and will the chosen supplier be allowed to give an ETA for the project?
Yes, but please note the required start date of 1st July 2019.
8. Question from Q&A call: Is there a project to replace the service management platform, will this project need to integrate with the platform?
Yes, there is a live project working to replace the service management platform. Integration with the platform is not a requirement of this phase of work, but might influence the design of the service.
9. Question from Q&A call: Will the website be publishing non-public or personal information about HR (e.g. individual pay)?
No. The brief is to design and build a publicly accessible site. Where the user journey requires access to non-public information we anticipate users will be directed to the relevant service or application.
10. Question from Q&A call: What is the timeline for evaluation?
We expect to shortlist within 1 week of the opportunity closing. Shortlisted suppliers will be given at least 1 week to develop and submit a detailed proposal and pricing.
11. Question from Q&A call: Is there a template for the shortlisted suppliers to submit their proposal?
12. Is the Council, open to light weight web application with interactive chatbot integration for any queries being posted by users ?
We are open to any solution that meets user needs.
13. How many users are currently interacting with the current system, what can be the expected number for the new one to be built?
The service desk takes between 2400 - 4000 queries each month.
14. Based on the discovery docs provided both in As is and user journeys, are we to expect the same input and output from the site or can we expect information to be changed on regularly – if so what would be periodical level
This project will support redesigning content for employees. That content will need to be updated by the digital team and HR colleagues.
15. As part of your digital transformation – are new queries to be expected as well to be posted from users, if so what are your plans for new responses to be provided.
With respect to personal queries, how are users to be directed to relevant service desks.
This project is to develop a content-first platform so that HR policies and guidance are accessible, searchable and understandable. This platform will not be used to manage individual queries. We anticipate the site will signpost to relevant links on the intranet and service desk portal where necessary.