3 contracts found in No Specific Location, Eg They Can Work Remotely

Important dates Published Monday 2 December 2019 Deadline for asking questions Monday 9 December 2019 at 11:59pm GMT Closing date for applications Monday 16 December 2019 at 11:59pm GMT Overview Summary of the work Digital Blueprints for 4x core areas of LNER Customer Journey and review of LNER Digital Framework, visualisation of the framework and advice on how to socialise to ensure internal adoption. Latest start date Monday 20 January 2020 Expected contract length up to 3 months Location No specific location, eg they can work remotely Organisation the work is for LNER - London North Eastern Railway Budget range   About the work Why the work is being done LNER has huge ambition to become an industry leader in digital and is investing heavily in the digital space. In January 2019 a new Digital Department was formed to deliver a transformed end to end digital experience driving market and revenue growth, brand awareness and advocacy for LNER. In the UK Customer Satisfaction report Transport has the 2nd lowest Net Promoter score of all categories (Rail is among the lowest of the categories). LNER are bucking this trend slightly - scoring top performing long distance UK TOC (July 2019 UKCSI). We firmly believe our digital transformations can help improve this further, placing our ambitions as best in class in travel rather than against other rail operators. Our Digital department is not just about our 'website' - but every digital touch point a customer/employee may have and our ambition is to move toward a truly joined up omni-channel experience. As part of this we will identify a flagship Station of the Future to significantly advance customer experience through application and trial of digital technologies across all touch points, stretching from gate lines, to information displays, to tools LNER staff have available to help customers. Problem to be solved LNER have a high level Digital Framework in place. We are now looking for facilitation to formulate a detailed future digital vision in the form of a blueprint, and visual overview of how the whole digital narrative comes together to guide our post 2020 digital focus. This requires Digital blueprints for 4x core areas of the LNER customer journey: - Retail - Journey Information (inc disruption) - Onboard experience - Station of the Future (will be a spin off project in its own right) We are looking for visionary outputs of how technology can help to transform our experience. Expected outputs of this activity: -Facilitating workshops with stakeholders to document where LNER are now, and bring to life our 18 month overarching plan. -Relevant competitor analysis. -Produce Blueprints for what LNER's 2025 digital experience should look like in the 4x areas, setting a bold vision that our roadmap can work towards and including differences by customer personas. -Review LNER's current digital framework (customer journey, principles, personas and user journey template) and advice on effectively socialising this framework to ensure it is being utilised daily across the Dept. NB: prototypes and proof of concepts are out of scope of this proposal. Who the users are and what they need to do The users of this piece of work will primarily be the Digital Department to inform direction of projects across multiple products and platforms, and informing key decisions and prioritisations across the Department to ensure we are building towards a robust digital future. The outputs will also impact business plans for our Station, Operational, Customer Experience and People Deptartments. Early market engagement   Any work that's already been done Comprehensive and thoroughly researched end-to-end customer experience (produced in 2014). Stakeholder-produced summary of customer and staff pain points Ongoing research including: Annual National Rail Passenger Survey (LNER customers) Ongoing Net Advocacy Scores (LNER's version of NPS) Digital customer persona drafts (informed by multiple data sets) 18 month Customer Product roadmaps for Website, Mobile App, Retail Engine, In-station (inc Ticket Vending Machines,) Onboard (WiFi & Digital screens) Digital vision video for 2020/21. We are not seeking for this work to be recreated - rather we need facilitation to formulate all of this into our future vision alongside external visionary thinking. Existing team The LNER Digital Experience Team will lead this project with engagement from Stakeholders across the business including our Customer Experience, Operational and Digtal & Innovation Departments. Current phase Not applicable Work setup Address where the work will take place Work can be completed in the supplier offices with travel to LNER Head offices in Kings X London and York. Travel will also be required across the route as relevant for outputs or client engagement. Working arrangements Working arrangements will be dependant on the suggested approach. We anticipate there to be Face to face workshops as required and Conference call updates at an agreed cadence. Face to face workshops in the selected Flagship Station of choice will be required. Security clearance   Additional information Additional terms and conditions   Skills and experience Essential skills and experience Demonstrate experience of creation of forward thinking Digital Customer Experience / service design Blueprints Demonstrate experience in analysing insight and applying to strategic visions Demonstrate experience working with customer service focused companies. Demonstrate experience of providing strategic outputs that are omni-channel and place the user at the heart Nice-to-have skills and experience Demonstrate experience in delivering Digital Customer Experience Blueprints for Travel related companies Demonstrate experience of delivering projects with multiple stakeholder groups of varying digital competency How suppliers will be evaluated How many suppliers to evaluate 6 Proposal criteria Describe how you would approach the project, including how you would utilise existing assets and business knowledge and outputs Create a delivery plan for the project, including estimated time frames for the work, milestones and any risks and dependencies Provide 3 x Case studies maximum of similar and relevant outputs delivered for other clients (these should include physical experience design, and ideally customer service companies) Describe your team set up and who would be responsible for delivering / overseeing the work Describe any additional user research validation you think is required to deliver this project Describe how you would rapidly deploy a team that is able to deliver quick wins Provide a breakdown of costs by output, and provide tiered options in a gold / silver / bronze package Cultural fit criteria Demonstrate how you would work with us and our stakeholders in a transparent and collaborative way to achieve the desired outcomes Your approach to embedding a team quickly within organisations with differing cultures Evidence where status quo has been challenged resulting in forward thinking deliverables Explain how your company values fit with LNERs values of Be Bold, Own IT, Always Care, Bring Passion Payment approach Fixed price Additional assessment methods Case study Work history Presentation Evaluation weighting Technical competence 50% Cultural fit 20% Price 30%

Important dates Published Friday 29 November 2019 Deadline for asking questions Friday 6 December 2019 at 11:59pm GMT Closing date for applications Friday 13 December 2019 at 11:59pm GMT Overview Summary of the work Audit our website against WCAG 2.1 AA accessibility standard and produce a detailed report identifying (in an actionable format suitable for technical and non-technical staff) where the website is not meeting this standard and the work required to resolve issues. A re-audit is possible but not in this scope. Latest start date Monday 10 February 2020 Expected contract length N/A Location No specific location, eg they can work remotely Organisation the work is for Scottish Information Commissioner Budget range We anticipate that the cost of the work will be in the range £3,500- £5,000, the latter figure being our maximum budget allowance. About the work Why the work is being done We are seeking an accessibility audit of our website - including embedded features such as the Appeal Portal and Statistics and Decisions databases - resulting in a detailed report that clearly identifies the work needed to meet the requirements of the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018. We must comply with WCAG 2.1 AA standards and publish an accessibility statement by 23rd September 2020, therefore this audit should be completed and the final report produced no later than Friday 20th March 2020, to give us sufficient time to make the required improvements to our website identified by the audit. A re-audit may be required in future but is not included in this scope. Problem to be solved Our website currently doesn't meet the required standard and is therefore not fully accessible to users with disabilities such as visual impairment. As the organisation responsible for upholding the public's right of access to information in Scotland, it is vital that the advice and guidance published on our website is accessible to all. We require an audit of our website to be carried out to identify the areas of non-compliance and the improvements we need to make in order to meet our statutory obligations, resulting in a report that can be understood and acted upon by technical and non-technical staff. Who the users are and what they need to do As a member of the public, I need to know what my rights are and how to use them so I can find or request information from a public authority about the services it provides, the decisions it takes and the money it spends. I also need to access publications and statistics to understand how well my rights are being upheld. As a public authority employee, I need to find advice about how to handle information requests and what we should proactively publish, to ensure we comply with our statutory duties under freedom of information legislation. Early market engagement None Any work that's already been done We commissioned an accessibility audit of our website in 2011, to identify the main issues to address, and we carried out some improvements in response. We continue to fix minor issues on an ad-hoc basis as we find them and staff are aware of how to create more accessible content. Existing team Our Policy & Information team (5 staff), members of the Senior Management and Corporate Services Teams, and potentially our external website provider. Current phase Live Work setup Address where the work will take place We are based in St Andrews. The work can be done remotely but we would prefer to hold at least 1 face-to-face meeting, to discuss the audit's findings and ensure we have a clear understanding of the follow-up work required. Working arrangements Initial briefing meeting (video conference / conference call), regular updates on progress via telephone call, and a final meeting (preferably face-to-face) to discuss the audit's findings. Security clearance Scottish Information Commissioner staff are required to have Security Check (SC) level clearance; however, we don't anticipate that this will be required for this work. Any information requiring clearance for access will be removed from the scope of the audit. Additional information Additional terms and conditions We require the successful supplier to enter into a contract based on the Scottish Information Commissioner's standard terms and conditions for the provision of services and these include terms relating to security, confidentiality, freedom of information, data protection, assigning the contract and the contract being subject to the Scottish law jurisdiction. Depending on the service being provided, we will also require the inclusion of specific data protection terms and conditions. A copy of the proposed terms and conditions is available on request. Skills and experience Essential skills and experience Experience of delivering accessibility audits against the WCAG 2.1 AA standard Experience of working with and reporting to technical and non-technical staff Evidence of understanding the Equality Act 2010 in relation to websites, and the EU Accessibility Directive Experience of assessing websites for usability through assistive technology and software Nice-to-have skills and experience Experience of working with regulatory bodies Experience of working with Scottish public authorities How suppliers will be evaluated How many suppliers to evaluate 3 Proposal criteria How the project outputs meet our needs and goals Approach and methodology Relevant experience Value for money Cultural fit criteria Work as a team with our organisation Share knowledge with other team members Can work with clients with low technical expertise Payment approach Fixed price Additional assessment methods Case study Work history Evaluation weighting Technical competence 50% Cultural fit 10% Price 40% Questions asked by suppliers 1. Can we please confirm this is the website you want audited: https://ico.org.uk . No, our website is http://www.itspublicknowledge.info . The Scottish Information Commissioner is a separate organisation from the Information Commissioner's Office (ICO).

Important dates Published Monday 2 December 2019 Deadline for asking questions Monday 9 December 2019 at 11:59pm GMT Closing date for applications Monday 16 December 2019 at 11:59pm GMT Overview Summary of the work We are looking for a supplier with experience of open-source, to advise on the feasibility of creating and sustaining an open-source solution for a Revenues and Benefits system. Latest start date Monday 3 February 2020 Expected contract length 5 days Location No specific location, eg they can work remotely Organisation the work is for Teignbridge, East Devon, Exeter, Sedgemoor, Basildon Budget range £5000 About the work Why the work is being done The work is funded by MHCLG's Local Digital Fund. The purpose of this funding is to support digital projects that address common local service challenges, in common reusable ways. https://localdigital.gov.uk/fund The full application for the project can be found at https://localdigital.gov.uk/funded-projects-round-3/a-new-system-for-processing-revenues-and-benefits-data/ 339 Local Authorities in England and Wales run services to collect Council Tax and Business Rates, and provide a welfare service for Housing Benefits and Council Tax Support. Together, these services are known as 'Revs and Bens'. Each Local Authority operates software to support these services; currently, there are three suppliers of Revs and Bens software. The Teignbridge project will explore the feasibility of introducing a new open-source option for Local Authorities. Problem to be solved The focus is to examine the success factors, and risks, when creating and sustaining an open-source solution for Revs and Bens, and the likely associated costs. This then will inform the Business Case that is put back to MHCLG. The expectation is that a modern approach should be a set of components, made inter-operable by standards and APIs so that councils can build solutions into their digital platform. The use of a digital platform means that a Revs and Bens solution can focus on the business logic, and not be concerned with peripheral capabilities such as identity management records /document management workflow payments Government regularly introduce new or changed policies that require that systems need to be changed. Systems must always be updated in good time to ensure that residents, business and claimants are treated correctly and that the council is acting within regulations. A solution should be capable of coping with change, at minimal cost to the community, whilst giving confidence that change has been thoroughly tested. Councils may choose to adopt local policies, and processes, which better meet the needs and circumstances of their residents. A solution should be capable of plugging in localised components and calculations. Who the users are and what they need to do As a Chief Digital Officer of a Local Authority, I need to ... break computer systems into digital components so that we can change the way we work and serve our local customers. set up a community of practitioners and developers so that open source software is supported and continually improving Early market engagement   Any work that's already been done One of the project's partners, Sedgemoor District Council, is one of two councils in England, who operate their own 'in-house' system for 'Revs and Bens'. Sedgemoor will be happy to spend a day, either at their offices in Somerset, or over a video link, walking through their systems to establish scope complexity volatility i.e. how often changes are required The project is seperately appointing consultants to conduct user-research with other councils to understand their needs and likelihood of takeup. You work will feed into their report. Existing team •Amanda Pujol-Project Lead-Head of Community services and Improvement, Teignbridge District Council •Tracey Hooper-Revenue, Benefits and Customer Services Manager, Teignbridge District Council •Libby Jarret, Service Lead Revenues and Benefits, East Devon Council •Laura Fricker, Service Lead Revenues and Benefits and Customer Access, Exeter City Council •Robert Manser, Shared Service Revenue and Benefits Manager, Basildon and Brentwood Council •Paul Davidson, Chief Information Officer Sedgemoor District Council •Kay O Flaherty, Business Improvement & Development Team Leader, Teignbridge District Council •Laurence Whitlock, IT Director Strata •David Sercombe, Head of Business Systems, Strata Current phase Discovery Work setup Address where the work will take place The lead organisation will be Teignbridge District Council, Newton Abbott. Sedgemoor District Council are based in Bridgwater. The work can be carried out on-site and/or remotely over a video link. All associated expenses, including travel costs, should be included in your costs and will not be reimbursed separately. Working arrangements The supplier will report on the feasibility of producing and maintaining an open source solution, highlighting success factors, and risks; propose how a technical and practitioner community could be formed around the solution; propose the type of 'value-add' services that could be established to make the solution attractive to local authorities; give an indication of the costs involved; present findings to the project, either at Teignbridge's offices, or via a video link. We expect that a supplier with extensive knowledge and experience of open source solutions will be able to complete these requirements within 5 days of effort. Security clearance   Additional information Additional terms and conditions   Skills and experience Essential skills and experience have expertise and experience developing and sustaining open source solutions have experience of delivering a detailes cased busines have experience of providing services as APIs and an understanding of Governnment API standards Nice-to-have skills and experience demonstrate an understanding of the re-usable digital capabilities that a typical council would need, that would interoperate with a Revs and Bens system demonstrate experience delivering digital services to GDS service standard and design principles. How suppliers will be evaluated How many suppliers to evaluate 5 Proposal criteria Team structure How the approach meets our requirement Cultural fit criteria Work as a team with our organisation and other suppliers Share knowledge and experience with other team members Payment approach Fixed price Additional assessment methods Reference Presentation Evaluation weighting Technical competence 75% Cultural fit 5% Price 20%