web procurement event · 2015-02-11 · growth cllr chris hayward deputy leader of the council...
TRANSCRIPT
www.hertsdirect.org
Web Procurement Event
Hertfordshire County Council Hertfordshire Development Centre
9th February 2015
www.hertsdirect.org
10.00 Registration, coffee and networking
10.15 Welcome from the Chair and
Opening Statement
Cllr Frances Button
Executive Member - Customer Service, Performance and Libraries
(5mins)
10.20 The Next Generation Website –
vision, ambition, and what’s
available to bid for
Martin Chaney
Web & Digital Services Manager
(45mins)
11:05 Hertfordshire County Council
and SMEs, supporting economic
growth
Cllr Chris Hayward
Deputy Leader of the Council & Executive Member - Enterprise, Education & Skills
(10mins)
11.15 Doing business with the council
– procurement routes explained
Matthew Jones, Procurement Manager - Strategic Procurement Group
(20mins)
11.35 Q&A
Martin Chaney & Matthew Jones
(20mins)
11.55 Closing remarks
Cllr Dr Andrew Stevenson Deputy Executive Member for Enterprise, Education & Skills
(5mins)
12:00-13:00 Lunch and networking
introduction
Martin Chaney
www.hertsdirect.org
Welcome
Cllr Frances Button Executive Member - Customer Service, Performance and Libraries
www.hertsdirect.org
Next Generation Website
Martin Chaney Web & Digital Services Manager
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2014
• 5½ million visitors
• 23½ million pages viewed
• 1½ million transactions
• School admissions
• Free school meals • Libraries
• Highways faults
• Adult social care
Key improvements • Search
• Mobile view
Our website is our primary customer
contact channel.
www.hertsdirect.org
1) Reimagine
2) Redesign
3) Rewrite
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Channel shifting customer contact
and rationalising technology costs
Enable greater self-service
Solve customer queries by being more helpful and better designed
Guide people to make informed choices
Enable transactions, helping customers know where to start and what to do
Provide easy to find and easy to understand information
Offer a personalised service that anticipates their needs
Help citizens understand what we do and why
Give customers access to everything we do and help them find information and services
provided by others
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Simple to get
around, find what you need, and do what you
need to do
Fast to respond to
users and works on
mobile devices
Guide non-expert
customers through the process
Accurate information, kept up to
date
Demonstrate why our
service adds value, even when
it’s not obvious
Extend the concept of
personal contact and
service to those who want it
Acknowledge the organisation’s
diverse range of
services, and deliver an appropriate experience
Make complex services
approachable for the average
customer
Provide clear and
transparent service information; where is it, is
it open, how to get in touch?
A purchasing process
consistent with e-commerce
conventions
Ways to profile and track customers’
transactions and needs
Future proof,
as far as possible, planning digital delivery for the next 5-10 years
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08 07 06 05
04 03 02 01
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Citizen
Structure
Business Council
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Predicts your query Refine your results
Search
Natural language voice search
Direct answers
Search results that actually answer
your question, rather than offer you
another set of choices such as:
locations, phone numbers,
opening hours, term dates,
deadlines
Gritters will go out at 5pm
“I searched ‘Stevenage
gritting’ and the search
told me the lorry was
going out at 5pm today. It
even showed me a map of
the route …”
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Mobile first Instant on devices
Smartphones and tablets have
changed customer behaviour.
“I pulled out my iPhone on the
bus, Googled the Council and
there was the information I
wanted, just like that ”
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Help overlay
Available on the homepage, key landing pages and transactions
“I wasn’t sure where to
start. Thankfully it
showed me what to do”
Services for
residents Doing business in
Hertfordshire?
Start here
Shop for home help
equipment, find care
homes and more
Straight to
popular tasks
Libraries login
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Answers
Quick answer
Smart answer
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Forms
“I was part way through the form but didn’t have time to finish it. That evening I got a reminder email from the council. I clicked the link and completed the rest of the form., now I’ll get my blue badge renewed in time”
Use informal language to give a friendly ‘feel’ to help messages.
This would emulate the best in class and offer a service more akin
to the call centre experience.
Enter date of birth: 2/12/68 Error: wrong format
Hmm.. that date of birth isn’t quite
right. Please make sure it looks
like this mm/dd/yyyy Enter date of birth: 2/12/68
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Problem solving
How can we solve customer queries using our online channel?
Ask us“I started typing and I could see a whole list of really relevant questions that took me straight to the answer”
Ask us
Ask us
Ask us could be :
•Messaging service
•Predictive text
•Decision trees
•Web chat
Can provide a structured
mechanism to help customers find
the answers to their problems.
“Mark was really helpful, I’ll use the website again if that’s the kind of help I get”
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Expert guides
Susan
Office administrator Jo
Customer Linda
Service expert Linda describes the
kind of help or service
that is available
Susan provides advice
on process, deadlines,
timescales
Jo has done this
before and provides
hints and tips
Image: Wikipedia
Linda, Highways Team Manager, says:
We need you to help us keep your highways safe.
With your help we manage around 120,000
highway defects every year.
Your reports are categorized automatically and
are prioritised for action.
Some reports go directly and immediately to one
of our teams to get it fixed.
Susan, Highways Officer, says:
We ask lots of questions because we need to work
out how hazardous something is. For example, we
attend exposed wires on a lamp post within 2 hours of
a report.
Giving us lots of detail helps us to send the right crew
with the right equipment to the right fault.
We do investigate every fault but those which aren’t
an immediate hazard (what are hazards?) are
prioritised and entered into our planned
maintenance programme.
Jo, Customer, says:
Remember you can check if someone else has
already reported the fault and it’s great that you can
sign up for emails to keep you up to date.
Not everything get fixed straight away, some of it
gets built in to the schedule. It’s annoying but at
least you know it will get done.
If it’s a streetlight problem you can find the reference
number of the lamppost (show me where).
Expert guides on ‘fault reporting’
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Process & tools
The best way to display the information? Management functions:
• workflow for approvals • reminders for review dates • page revision dates
• customer feedback • quality assurance tools.
“I can see that this page is up to date and the way it’s displayed shows that they’ve thought about what is important to us”
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Why do we…? How do we help our customers understand why
we do what we do and the way that we do it?
‘Find out more’ feature
Find out more >
‘Do It Yourself’ feature
> Get started
You can do it yourself
> Show me how
You can do it yourself
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Reduce complexity
Features
Beginners guide >
Start here >
School admissions
Find nearest schools
Find the best
school
Getting to
school
Support services
Apply for
place
For non-linear process, with
multiple start points
identify what you know or
have done already and tick
off as you complete
Selection tools
‘Packaged’ content e.g. Winter pack, Parents’ pack, School holidays pack, basically a curated set of web pages
for specific audiences or times of year.
“It made me feel better to ‘check off’ areas that I had covered. There’s a lot of detail but it feels manageable”
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Get the basics right
Display service information in
the same way in the same
place on the page.
Where is it?
How do I contact you?
Is it open?
Stay updated > Email alerts
“I got a text telling me that the course was cancelled. Saved me a trek through the snow!”
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Design
Implement Test
Analyse
Until it works for them
Test with our customers
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Delighting our customers Show me the nearest
For transactions,
notifications and
applications, rather
than parcels
Remember me
Use my existing credentials
Show me relevant content and services
Keep me informed
FUTURE PROOF, AS FAR AS POSSIBLE, PLANNING DIGITAL DELIVERY FOR THE NEXT 5-10 YEARS
Wearable future
Five years ago no-one, literally no-one, visited our website
using a mobile phone or tablet. Now more than 35% of
visitors do and that number is growing.
We recognise that the way our customers consume
information is changing, and will continue to change. So
we need to ensure that our data can be used by
wearables and whatever else the future holds.
Image: Wikipedia
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WHAT’S AVAILABLE TO BID FOR?
This includes:
• Page templates for desktop / mobile views
• Smaller page components e.g. quick answers, smart
answers, expert guides, help overlays, form design
Website build and development
• Brand guidelines
• Look and feel
• Design the tools and features that our
customers will use
Website design - graphical
“simple”
“clear”
“professional”
“authoritative”
“trusted”
“easy to use”
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WHAT’S AVAILABLE TO BID FOR?
• Find real users to form a user testing panel which we can
consult about what our customers need from the website
Customer research
• Services to help us to test developments with our
customers
Usability testing
• Consultancy to advise on functionality and tools for
assisting customers with additional needs, as well as
standards compliance
Accessibility
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• Design and implement the strategy and tactics
to implement an effective personalisation system
• Analytics and performance measurement
WHAT’S AVAILABLE TO BID FOR?
Personalisation / Customer Experience consultancy
• A personalisation system to enable us to actively
monitor customer behaviour and present them
with the content, links and services that best suit
their needs.
Personalisation system
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First opportunities will be available in the next couple of months
1) Allow customers to self-serve and transact completely online
2) Provide customers with an experience that is simple and guided
3) Provide our customers with a personalised service that anticipates their needs
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www.hertsdirect.org
Hertfordshire County Council and
SMEs, supporting economic growth
Cllr Chris Hayward Deputy Leader of the Council & Executive Member - Enterprise,
Education & Skills
www.hertsdirect.org
Small and Medium-sized Enterprises (SMEs)
o SMEs – account for more than 99% of all private
sector businesses in Hertfordshire
o Hertfordshire has a significant ICT and Professional Services
Sector - more than a quarter of SMEs
o Since 2012, the size of the private sector in Hertfordshire has
increased by 3,630 businesses.
“Prosper
We want Hertfordshire’s economy to be strong, with resilient and
successful businesses that offer employment opportunities to
residents, helping them to maintain a high standard of living.”
Hertfordshire’s Corporate Plan 2013-2017
www.hertsdirect.org
Procurement at Hertfordshire
County Council
Matthew Jones Procurement Manager
Strategic Procurement Group
www.hertsdirect.org
Summary
o Public Sector Procurement in Numbers
o Overview of the Council’s main spend categories
o Council’s Procurement Strategy 2013 - 16
o Council’s processes for procurement related activity
o Pre Procurement Market Engagement
o Removing barriers for SME’s and the Voluntary/Third Sector
o Tips for local companies
o Key tips when bidding for contract opportunities
o E-Tendering portal (In-Tend) - www.supplyhertfordshire.uk
www.hertsdirect.org
Public Sector Procurement in Numbers
o £227bn
Total UK Public Sector Procurement Spend 2012-13
(Source: Public Administration Select Committee, July 2013)
o £5.5bn
Estimated East of England Local Government Procurement Spend
(Source: CLG Out-turn Expenditure Data, July 2013)
o £1bn
Estimated Hertfordshire Local Government procurement spend
o £741m
Hertfordshire County Council procurement spend 2013-14
www.hertsdirect.org
Hertfordshire County Council – Spend Categories
Total external spend 2013/14 = £741 M
Goods
4%
Works
22%
Services
74%
www.hertsdirect.org
Top categories of spend
£206m Social Care
£133m Works – Construction, repairs and maintenance
£36m Facilities and Managed Services
£28m Environmental Services
£23m Public Transport
£19m Human Resources
£16m Education
Hertfordshire County Council – Main Spend Areas
www.hertsdirect.org
Six areas to focus on:
1. Increasing Commercial Awareness
– Develop staff skills and awareness in markets
– Make high quality data and insight available
– Develop a training and awareness programme
2. Understanding our suppliers
– Understand their costs and other drivers
– Specify outcomes where possible to invite innovation
– Use procurement data to inform decision making
– Encourage contract managers to work with their supply chain to deliver wider objectives
3. Management of our contracts
– Develop contract management skills across HCC
– Encourage value to be sought throughout contract life
– Make high quality negotiation skills available
The Council’s Procurement Strategy 2013-16
www.hertsdirect.org
4. Working together with partners
– Seek opportunities to collaborate and increase buying power
5. Reducing our procurement costs
– Use technology to reduce process costs
6. Supporting the local economy
– Support SMEs and local businesses to increase local prosperity through procurement
– Closer working with supply chains to deliver local prosperity
– Working with LEP to support economic growth
The Council’s Procurement Strategy 2013-16
www.hertsdirect.org
Processes for procurement related activity
The Council’s Contract Regulations contain references to values for Quotations and Tenders; these are categorised as:-
Quotation procedures
Below £5,000, obtain at least 1 written quotation
£5,001 - £10,000, obtain at least 2 written quotations
£10,001 - £100,000, obtain at least 3 written quotations
Tender procedures
For contracts with an estimated value of £100,001 up to the EU Threshold values, a Tender procedure should be used
EU Thresholds - Tender procedure should be used in accordance with The Public Contracts Regulations 2006 (as amended).
The current EU Thresholds are as follows:
Supplies and Services £172,514
Works £4,322,012
www.hertsdirect.org
Pre Procurement Market Engagement
What is Pre-Procurement Market Engagement?
The new EU rules explicitly allow prior discussions with suppliers and expert bodies prior to starting a procurement procedure (Article 40 (Preliminary market consultations) of the Directive):-
“Before launching a procurement procedure, contracting authorities may conduct market consultations with a view to preparing the procurement and informing economic operators of their procurement plans and requirements”
Why does the Council undertake Pre-Procurement Market Engagement?
To inform suppliers of the Council's purchasing intentions and desired outcomes
To seek advice in the planning, shaping and conducting of a forthcoming procurement process
Such engagement with the market has been found to increase the number of SME’s applying for contracts, widening competition and improving Value for Money
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Pre Procurement Market Engagement
Methods
A variety of methods can be used by the Council to engage and consult with a supply market:-
Industry Open Days/Provider Events
Supplier Meetings
Supplier Questionnaires/Market Sounding
Remote Briefings/Presentations
Product/Solution Surgeries
Supplier demonstrations
Please note that care will be taken to ensure such contact does not distort competition or violate the transparency and non-discrimination principles
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When conducting Pre Procurement Market Engagement
The Council will:
Engage early and widely with the market
Advertise in some way (e.g. Supply Hertfordshire)
Discuss the current outcomes to inform the specification
Ensure suppliers are aware that any resulting procurement will be conducted competitively
Speak to a proportionate number of interested suppliers (relative to the size of the market)
Keep detailed records of what we have provided to any organisation
Maintain the commercial confidentiality of information received during discussions with potential suppliers in line
with applicable laws (e.g. FOIA and EIR)
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When conducting Pre Procurement Market Engagement
The Council will not:
Simply hold talks with just the incumbent supplier
Shape the requirements in favour of any one particular potential supplier
Engage in a way that disadvantages any particular supplier or group of potential suppliers
Give any potential supplier an advantage in bidding over another (e.g. by providing one supplier with substantially
more information than another)
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Benefits of Pre Procurement Market Engagement
Stimulate increased competition which can reduce dependency on a limited number of suppliers
Helps to define the requirement – (e.g. the business case; develop contract requirements etc.)
Allows suppliers to raise questions at an early stage, capturing suppliers views on the requirements, including
viability and possible delivery options and solutions
Helps to provide a better understanding of the feasibility of the requirement, the best approach, the capacity of the
market to deliver and possible risks involved
Leverages innovation from a diverse range of potentially interested suppliers
Potential opportunity to form supply chains and/or consortiums
Minimises the need for complex and costly procedures such as Competitive Dialogue
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Removing barriers for SME’s and Voluntary/Third Sector
Minimum requirements for economic and technical capacity
o To be proportionate and relate to the contract (e.g. Insurance requirements; accreditations etc.)
o Where annual turnover is used as a measure of financial capacity this must not exceed twice the value of the contract except in justified cases
o The Council must disclose the objective rules and criteria to be used to determine whether suppliers meet minimum capacity and to be used to reduce further the number to be invited to tender
Other points to note…
o Suppliers may submit ‘self-declarations’ in relation to capacity/exclusion requirements (proof to be provided by the winning tenderer only) – reducing administration
o Potential benefits of dividing contracts into Lots, in order to assist access for SME’s (harnessing innovation; reducing single supplier dependency etc.)
o UK specific changes likely to
Restrict the use of pre-qualification questionnaires (PQQ’s); and
Require contract opportunities to be advertised more widely
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Tips for local companies
Emphasise that you have a number of advantages (where appropriate)
For example...
o Specialist local knowledge (e.g. of local issues or local communities)
o Responsive - leading to better, quicker and a more flexible service for the Council
o Improved environmental impact with shorter travel distances; potential economies of expenses and lower carbon footprint
o Commitment to sustainable procurement (e.g. investing in local supply chains)
o Commercially competitive (e.g. lower cost base)
www.hertsdirect.org
Key tips when bidding for contract opportunities
Do:
Ensure you fully understand the contracting authority’s requirements and the evaluation methodology (i.e. technical specification,
evaluation criteria and weight allocations); this should influence time and effort in preparation of your responses - clarify if in doubt!
Make sure you answer the questions asked and match your responses to the requirements of the technical specification and pre-
determined criteria
Be clear, compliant and concise throughout your proposal; clearly communicate how you will meet the requirements of the technical
specification and perform the contract
Proposed methodology: clearly show who (e.g. brief CVs) does what, why, when, how and benefits from buyer’s perspective –
illustrate with diagrams where appropriate
Have someone else review your proposal before you submit it for evaluation (to make sure it makes sense to them)
Provide robust evidence to substantiate any claims made within a response
Ensure you allow plenty of time to upload your proposal – avoid last minute submissions
Offer innovation and demonstrate added value (e.g. identify and demonstrate clearly your capability and the innovation of your offer
(USP))
www.hertsdirect.org
Key tips when bidding for contract opportunities
Don’t:
Fail to provide the requisite information or to follow the instructions
Fail to answer the question asked, whereby a poorly constructed or generic response fails to address the technical specification and
relative award criteria
Understate your unique or key selling points (even if we are aware of what you do)
Be inward focused (know your market - form supply chains or consortia where appropriate)
Make assumptions, or promises/claims that you can’t deliver
Exceed page/word limits, or submit in alternative formats - be compliant!
www.hertsdirect.org
E-Tendering portal (In-Tend) www.supplyhertfordshire.uk
www.hertsdirect.org
thank you
www.hertsdirect.org
Q&A
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First opportunities will be available in the next couple of months
www.hertsdirect.org
Closing remarks
Cllr Dr Andrew Stevenson Deputy Executive Member for Enterprise, Education & Skills
www.hertsdirect.org
Lunch and networking
Ask us about:
• Our vision for the website
• What’s available to bid for
• Procurement process
We’d like to hear from you about how
you could help us fulfill our vision