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Department of Industry, Innovation and Science

User experience research - grant programs

Important dates

Opportunity ID
Deadline for asking questions
Friday 23 March 2018 at 6PM (in Canberra)
Closing date for applications
Wednesday 28 March 2018 at 6PM (in Canberra)
Wednesday 21 March 2018


Write a summary of your brief

The Department of Industry, Innovation and Science is seeking proposals for undertaking research and evaluation of the user experience in engaging with the Business Grants Hub, in particular applying for government grants

What is the latest start date?
9 April 2018
How long is the contract?

To be negotiated, it is anticipated that work would be completed by mid May 2018

Where can the work take place?
  • Australian Capital Territory
  • Offsite
Who will the specialist work for?
Department of Industry, Innovation and Science
Budget range

Your quote should include:

• Participation in scoping workshops with the Business Grants Hub team as needed

• Undertaking user research

• Any expected materials costs (for example, printing)

• Project Management

• Estimated travel, accommodation and subsistence

• a cost for the recruitment of participants and any additional charges

• Cost inclusive of GST

The budget for the work is up to $95,000; an evaluation criterion will be value for money.

About the work

Why is the work being done?

The Australian Government has established a simpler and more efficient whole-of-government grants administration process. This has involved the development an administrative hub, the Business Grants Hub, in the Department of Industry, Innovation and Science.

In establishing the Business Grants Hub, the department is working on producing common grants management processes across government, thereby replacing multiple existing systems and processes. This will benefit individuals and businesses by removing the need to navigate diverse systems and practices.

The Business Grants Hub focuses on collaboration and is committed to user-centred design to ensure that services meet the needs of our stakeholders. Considering user needs is part of our standard practice. Products and services are delivered in an iterative manner, and tested with stakeholders at each stage to ensure that solutions meet their needs.

The department has committed to complete the following two actions:.

• Review the user experience of the Business Grants Hub and identify where improvements can be made

• Ensure that the views of grant applicants and recipients are captured in the design of the Business Grants Hubs processes, especially in relation to the application process and the management of grants after they have been approved.

What's the key problem you need to solve?

User research is required to understand the experience of businesses and others accessing financial assistance through government grant programs, including exploring:

• How they identify and investigate grant options available to them

• Experiences when accessing resources such as online information from government

• The process of applying for grants including selecting the grant to apply for, gathering information to support the application, completing any forms and the subsequent approval/rejection– a key consideration is: Is the effort put in to applying for grants commensurate with the return?

• Ongoing interactions with government (including reporting etc.)

The findings will be used to inform changes to the grants application process, including improvements to service design.

Describe the users and their needs

User include a sample of:

• Small and medium enterprises, large businesses and individuals who have applied for a grant using the Business Grants Hub

• Businesses who have accessed government grant programs administered by the department

• Businesses who have not accessed government grants

What work has already been done?

Who will the work be done with?

You will be working with representatives from the Business Grants Hub including Design Leads involved in designing grant programs and those who are involved in developing business processes such as application processes.

Any additional relevant information?

We are seeking a proposal for how you would work with us to undertake an investigation into, and evaluation of, user experiences with the Business Grants Hub.

We anticipate that this will involve:

1. Scoping

Working with the Business Grants Hub team, define the scope of the project, including identification of participants, development of testing methodology and allocation of appropriate resources.

The project will apply a user-centered discovery approach to understand user needs, motivations and experiences and identify opportunities for improved service design.

2. User research

You will undertake user research with participants. We anticipate that you will be able to recruit relevant participants and you will engage with up to twenty users throughout this process.

The users of the Business Grants Hub are applicants and recipients of government programs, however it is important to note that the customer base has expanded beyond the traditional business customer to include a variety of business-like entities and individuals.

3. Develop final report

Findings from the user research will be produced and provided to the Business Grants Hub team in a report. The report will identify:

• Pain points for key user groups

• Journey map of the current user experience

• Drivers of the behaviour of key user groups

• Identification of themes and patterns leading to user insights

• Recommendations for improved service delivery

What phase is the work in?

Work setup

Where will the work take place?

Work to be undertaken offsite of the department

What are the working arrangements?

The Department is flexible in how the work is to be conducted, but must be substantiated so as to withstand scrutiny and must be completed to agreed timeframes and budget. The Department would also expect to be able to participate or observe in the user research sessions.

Is security clearance required?

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 sellers’ technical competence.

Essential skills and experience
  • Demonstrated experience in conducting user experience research and evaluation
  • Proven track record in delivering projects of a similar nature and scale on time and to budget
  • Experience in articulating clear, actionable insights and recommendations
  • Ability to source and screen relevant participants
Nice-to-have skills and experience

How sellers will be evaluated

How many shortlisted sellers will you evaluate?
Proposal criteria
  • Approach and methodology
  • Relevant experience and skills
  • Fitness of purporse of the proposal
  • Estimated timeframes for the work
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Transparent and collaborative when making decisions
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
Evaluation weighting

Technical competence

Cultural fit


Seller questions

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Only invited sellers can apply for an 'Open to one' or 'Open to selected' opportunity.

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