PRJ_13532 HMCTS User-centred Design Managed Service

Description

Pre-market engagement None Which phase the project is in Not applicable Existing team Within HMCTS designers and researchers work in ‘UCD squads’ in each of our jurisdictions (civil, family, tribunals and crime) and on cross cutting services. We currently work in a blended approach with practitioners from the current supplier working alongside civil servants and we anticipate this approach would continue. We do not currently know the scale of the resource required as this will be a “call off” contract that provides HMCTS the capacity to undertake work that cannot be delivered solely by in house civil servant resource. The Service is currently being provided by 1 Managed Service Provider. Address where the work will be done Primarily London and remote working Working arrangements HMCTS services are built to government service standards using a Scaled Agile Framework (SAFe). SoWs will be issued to define the development outcomes of each project phase and typically span three to six months. The supplier’s team will be required to work with onsite team at the base location working a five-day week. For any work performed at a non-base location and outside London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements (optional): All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. For further guidance see: https://www.gov.uk/government/publications/government-baseline-personnel-security-standard Latest start date 2025-06-30 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions The initial Statement-of-Work (SOW) will be Time & Materials but the Buyer reserves the right in the contract to use alternative payment mechanisms such as Fixed-Price or Capped-T&M for future SOWs. Suppliers shall provide transparency to the Buyer on the rates paid to resources & any third-parties in the supply-chain on request. Expenses shall be submitted in line with the MOJ Standard T&S, policy and agreed in advance of expenditure. Special terms and conditions Supplier shall provide Liability-Insurance & Professional-Indemnity as detailed in the contract. Special terms and conditions Suppliers must be able to provide resources within a 2-week notice period with the necessary skills to minimise impact on delivery. Are you prepared to show your budget details?: Yes Indicative maximum: Maximum budget for 2 years is up to £7,500,000 Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work Flexible, managed user-centred design capability, meeting programme outcomes to timescales, budget and government service standards, including: Multi-level service designs that balance user and business needs and constraints Planning and carrying out user research, translating findings into actionable insights Designing service content and interactions, from wireframes to code prototypes Scoping, planning, delivering and documenting work in JIRA and Confluence Supporting HMCTS to develop its in-house user-centred design capability Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is HM Courts and Tribunal Service (HMCTS) Why the work is being done HMCTS has significant reliance on technology and digital services, from customer facing services to give citizens access to Justice through to digitisation of internal processes. The UCD and UR functions provide HMCTS with a multi-disciplined team of research and design specialists to ensure our services centre user needs to deliver services that are simple, easy to use, meet user needs which is a critical requirement of the government service standard that all digital services must meet (https://www.gov.uk/service-manual/service-standard). This also supports HMCTS to deliver its strategic objectives, in particular improving access to justice for citizens and the experience of professional users of HMCTS services and continuously improve our on- and off-line services to better meet the needs of operational staff and the judiciary. The business problem you need to solve HMCTS is looking for a User-centred Design service provider to ensure that high quality service design, interaction design, content design and user research is carried out which puts users at the heart of service development to deliver services that are simple, easy to use and meet the government service standard. This work can include both continuous improvement for services who are operating business as usual (BAU) and the development of services as part of change programmes. The Managed Service Provider will be expected to work closely with the civil servant Leads for User Research and User Centred Design and may at times work in blended squads alongside civil servant practitioners. First user type: Citizen Users First user type: External Professional Users First user type: Internal HMCTS staff users First user type: Judicial Users Questions and Clarifications 0. Good afternoon, can you please clarify who is the incumbent for this contract? thanks and regards HMCTS will not be advising the name of the incumbent supplier. However, the current service is being supplied by 1 existing managed service provider. Last Updated: <strong>04 March 2025, 11:07</strong> 1. Hello, Please could you confirm the submission deadline: 17-03-2025 16:00- as per docs 22/04/2025 17:00-as per portal Thanks Round 1 submission deadline is 17/03/2025 - Round 2 submission deadline is 22/04/2025 Last Updated: <strong>04 March 2025, 10:57</strong> 2. Hi, using the link supplies we get an error message, page cannot be found Kind Regards Could you please specify which link is displaying the error message? Last Updated: <strong>06 March 2025, 10:05</strong> 3. Are the location working arrangements; - Remote - Remote with on-site when required - Hybrid (1 - 2 days on site) Thanks The Supplier may be asked to provide on-site personnel for certain phases of the project, but this is negotiable and to be agreed with the winning Supplier. Last Updated: <strong>06 March 2025, 11:15</strong> 4. Hi, I hope this message finds you well. Could you please provide clarification on the following questions: 1) Can you clarify the work setup and arrangements? The expectation is noted as primarily being in London with remote working, but it is unclear what the on-site/hybrid working split will be or if there is flexibility. 2) Can you confirm whether the Supplier Presentation stage is expected as part of the overall bidding process? 3) Regarding Question 1 of 'Essential skills and experience,' can you clarify what is meant by 'legislative change' and 'senior level'? Does 'senior level' refer to policy level, senior stakeholders, or something else? Kind regards 1. The Supplier may be asked to provide on-site personnel for certain phases of the project, but this is negotiable. Remote working is acceptable. 2. Supplier presentation is part of Round 2 and does not form part of the overall bidding process. 3. Legislative change refers to changes in the law which impact existing services or necessitate the development of new services. Senior level could be from multiple areas depending on the project and could include policy, operations, judiciary etc. Last Updated: <strong>2025-03-06T11:19:12.94834Z</strong> 5. You sate: Location says, "Primarily London and remote working". However elsewhere in the requirements it states, "The supplier’s team will be required to work with onsite team at the base location working a five-day week". Could you please clarify what type of work would be mandated to the London location? We interpret this as being a hybrid model where on-site work is only essential where the specific activity requires it. Many thanks in anticipation The work arrangement is hybrid. The Supplier may be asked to provide on-site personnel for certain phases of the project, but this is negotiable and to be agreed with the winning Supplier. Last Updated: <strong>06 March 2025, 11:21</strong> 6. Good afternoon, Please could you confirm that our responses to Stage 1 should be submitted via the CCS portal under the Technical Response section by 17/03/2025 16:00? Will the portal be reopened following shortlisting for stage 2? Many thanks The deadline for submitting responses for Stage one is March 17, 2025, at 16:00 GMT. Yes, the portal will be reopened for stage two. Last Updated: <strong>06 March 2025, 11:28</strong> 7. Hello, Can you please confirm whether the word count of 750 is for each question or the total questions i.e Essentials skills/experience (all 6 questions 750 words or 750 words each) and Nice to have (3 questions 750 words total or 750 words each). Thank you Suppliers are requested to provide an individual response against each of the questions. Each response should not exceed 750 characters in length (the equivalent of about 150 words) as per the DOS Buyer Guides. Last Updated: <strong>2025-03-06T11:31:44.99871Z</strong> 8. For question 1 in Essential skills and experience, please confirm if you would prefer multiple examples or one case study? As long as it is within the designated character count then it will be down to the individual Supplier to decide on how they respond. Last Updated: <strong>06 March 2025, 11:34</strong> 9. Good afternoon, Would it be possible to clarify that the stage 1 score will form 45% of the total technical competence score at stage 2? Many thanks The scoring system is separate for each round. Last Updated: <strong>06 March 2025, 11:36</strong> 10. Dear Project Team, Could you please clarify the deadline date for receipt of bids? the tender documents have a date different from what is on the portal. thanks The deadline for submitting responses for Stage one is March 17, 2025, at 16:00 GMT. Last Updated: <strong>06 March 2025, 11:38</strong> 11. Hi I am unable to sign into the link re. project and dashboard where the clarification questions are. Can you advise if I need to sign in here? Where do I submit the response. On here as usual or on the site where the clarification questions are? Please retry the link as it appears to be working fine. Bid responses should be submitted on the portal Last Updated: <strong>07 March 2025, 11:33</strong> 12. Hi, I hope this message finds you well. Regarding the second question under 'Nice-to-Have Skills and Experience,' could you please clarify what you mean by 'complex operational organisations'? Kind regards Complex as HMCTS have multiple channels (digital, telephony, in-person, post) and multiple sites (service centres, local courts) who have to co-ordinate. Last Updated: <strong>10 March 2025, 14:42</strong> 13. ear Commercial Team, 1- Could the Authority please share their views on suppliers using contractors to support the delivery of this managed service? We note the latest start date, and utilising the contractor market would allow for a faster turnaround. 2- Has the Authority considered working with the supplier to create a joint Centre of Excellence to provide training and upskilling to civil servants? 3- Is the Authority planning on interviewing potential resources in advance of service commencement? This determines potential earliest start dates. 4- What UI and UCD tooling is the Authority using currently to deliver the services e.g. Figma, Axure RP? 5- Is the Authority considering the approach of using vendor ‘project teams’, or is it pure resource placement? Kind regards 1. This is down to the individual Supplier to decide on their approach to support the delivery of the managed service. 2.This may be discussed with the winning supplier. 3. No - HMCTS are procuring a managed service not a resource contract. 4. We use Figma and gov.uk prototyping kit. 5. HMCTS are procuring a managed service contract not resources. Last Updated: <strong>10 March 2025, 14:50</strong> 14. Good morning, I hope you are well and having a great week. Could you please provide clarification on the following: - In question 1, could you please confirm if the reference to 'scale' is in regard to scale of resource deployed or scale of 'legislative change'? - 2. In regard to the following question, can you provide further context to what you mean by 'Legal' and what examples may be relevant? - 3. Experience of working with vulnerable users in a legal, court or tribunal context. - In regard to the following question, are you looking for us to provide an example of where we have undertaken remedial actions on our work or others? - Experience of assuring the quality of design and research deliverables, outcomes and people – including taking remedial action if an issue occurs. Many thanks, 1. The two are linked but it would ultimately mean scale of resource. 2. Examples of work either in the court space or with legal professionals as users. 3. As long as it is within the designated character count then it will be down to the individual Supplier to decide on how they respond. Last Updated: <strong>10 March 2025, 16:43</strong> 15. Good afternoon, Please see below clarification questions. 1 The question mentions 'senior level' - What level of stakeholder engagement is expected (e.g., C-level executives, policy teams, operational teams)? 2 What's the current level of capability and make up for in-house user-centred design and research teams? 3 What quality assurance processes or frameworks are currently in place? 4. Are there past examples of quality issues that need to be mitigated in this engagement? 5. What are some examples of highly emotional and complex subjects that the supplier might encounter? 6. What current processes are in place to develop in-house user centred design and research capabilities? Kind regards, 1. Senior level could be from multiple areas depending on the project and could include policy, operations, judiciary etc. 2. HMCTS does not see how disclosing this information would be beneficial to the procurement process. 3. We work to the government service standard (https://www.gov.uk/service-manual/service-standard) and our services are assessed against this. 4. Outputs that do not meet the service standard (https://www.gov.uk/service-manual/service-standard) 5. Examples of some of these highly emotional and complex subjects are family breakdown, Crime, Housing evictions, Immigration Appeals. 6. This may be discussed with the winning supplier. Last Updated: <strong>10 March 2025, 16:50</strong> 16. To level the playing field are there any documents from prior phases of HMCTS managed service that can be shared with prospective bidders? Can you please confirm how many staff members are in the MOJ team who will be collaboratively delivering with the supplier? Or will the supplier be required to deliver some or all services independently? Please can the authority confirm that the incumbent will be subject to ethical walls to separate the incumbents bid team from the delivery team to ensure a fair tender process? Please can the authority confirm if the delivery of the work involves Build and implementation of the design, as Q4 asks about the meeting of Government service standards during discovery, alpha and beta assessment and familiarity with the service assessment process? Can the Authority please specify whether the supplier is allowed to leverage our offshore delivery network to assist with our delivery to the authority? Can the Authority please let us know if you are interested in credentials and examples outside of Government i.e. Financial Services / Private sector Can the Authority please clarify how "Scale" is defined in the question Q1 "Experience of providing service design, interaction design, content design and user research capability at scale…". HMCTS does not see how sharing documents from prior phases of the service would be beneficial to the procurement process. The supplier may be required to deliver some projects independently and some in blended teams. Yes the existing Supplier will be subject to an ethical walls if they choose to bid on the procurement. This is for User Centred Design not for development or test. The current position is that HMCTS has a strong preference for onshore due to the challenges with obtaining an equivalent level of assurance for services/capabilities delivered from outside of the UK. Whilst we can consider all requests, they will be subject to risk assessment/analysis before awarding the Contract. As long as it is within the designated character count then it will be down to the individual Supplier to decide on how they respond. The definition of ‘scale’ should be aligned with the requirements of the procurement. Last Updated: <strong>11 March 2025, 12:38</strong> 17. Hi team For SME mobilisation, are you able to share the examples / outlines of questions to Stage 2? The questions currently provided are repeats of those asked at Stage 1. Can you please confirm intended use of the Whitehall content management system. Will HMCTS use Whitehall CMS exclusively for services under this contract? Stage 2 questions are available on the published requirement under Technical, Cultural Fit and Social Value headings. To publish department-owned content to the GOV.UK website. The supplier will also be expected to establish and maintain relationships with Government Digital Service (GDS) to publish ‘mainstream’, centrally-owned content through their content teams and separate CMS. Yes, the HMCTS will use Whitehall CMS. Last Updated: <strong>11 March 2025, 17:14</strong> 18. In doc "ocds-pfhb7i-65069-FC-DOS 6 FC L1 Bid Pack - Attachment 1 Statement of Requirements" a deadline is stated as "Closing date for applications 17-03-2025 16:00" Within this portal the closing date for the same procurement is identified as "Closing - Date: 22/04/2025 17:00" under the home page of ITT: itt_81792 - PRJ_13532 HMCTS User-centred Design Managed Service We assume the document date of 17-3-25 is correct but please advise. Kind regards Round 1 submission deadline is 17/03/2025. Last Updated: <strong>14 March 2025, 10:15</strong>