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Department of Defence

Agile and design coaching and support

Important dates

Opportunity ID
Deadline for asking questions
Friday 10 August 2018 at 6PM (in Canberra)
Closing date for applications
Friday 17 August 2018 at 6PM (in Canberra)
Friday 3 August 2018


Write a summary of your brief

We are redesigning the ADF pay and conditions website and manual (known as PACMAN) using the service design and delivery process. As we are learning by doing, we need a professional coach or coaches experienced in both Design and Digital Transformation to complement the team and provide the right guidance.

What is the latest start date?
31 August 2018
How long is the contract?

The contract length will be determined by the proposal itself and its ability to deliver a product that meets user needs, value for money and practicality. There is currently no minimum or maximum timeframe

Where can the work take place?
Australian Capital Territory
Who will the specialist work for?
Department of Defence
Budget range

Initial budget set at $20,000 inc GST

About the work

Why is the work being done?

The Digital Service Design team is responsible for providing pay and conditions information to Australian Defence Force (ADF) members. Members are remunerated under the Defence Act. This means that all their pay and conditions are written in legislative determinations, making them very difficult to understand. The information is presented in the Pay and Conditions Manual (known as PACMAN) and reads like a book with chapters, rather than reflecting a task that needs to be completed, or a user type. Information that relates to one topic, such as moving house, is scattered throughout PACMAN.

Our goal is to present pay and conditions information that is easy to access and understand.

What's the key problem you need to solve?

ADF members currently access information through their local administration cell, through their chain of command, or by visiting the Pay and Conditions Manual (PACMAN) website

The current structure of the website follows legislative determinations and reads like a book.

During our Discovery phase, we recognised that PACMAN would be the best thing to focus on improving. Our user research indicated that this would have the greatest positive impact.

Due to the complexity of the subject matter, it is proving very difficult to narrow our focus to a small enough size for an MVP. To do this successfully we require the assistance of a professional coach or coaches experienced in both Design and Digital Transformation.

The coach will work with us to refine our data to create an MVP. We expect the coach to help us learn and develop the right skills so we can continue the journey independently.

Describe the users and their needs

ADF members access their pay and conditions online using a variety of devices, ranging from smartphones to desktop computers.

They need to be able to navigate to, find and understand their pay and conditions. They need to know what they are eligible for and how to apply quickly and easily.

What work has already been done?

We have followed the DTA’s service design and delivery process, earlier this year we conducted an 8 week Discovery phase to find out what the issues were.

The most useful insights we gained came from talking to ‘regular’ members, or those without a strong understanding of PACMAN.

We travelled to 6 bases around NSW and conducted 88 contextual interviews with ADF members, their families and subject matter experts. We gathered the data and identified key pain points.

We found that ADF members struggled to:

- understand their key pay and conditions

- navigate through the website and find information they needed

know what to do once they found the right information

- find the right decision maker

- identify what the outcome of a decision would be.

We have identified user needs and have created some personas and micro-journeys. We used our data to create design concepts and test them to see if they would help our users. We have written an Alpha deck describing our research journey to date.

Who will the work be done with?

Our product team is made up of people with a good understanding of service design and the delivery process, but limited experience in their roles. As we are learning by doing, we need a professional coach experienced in both Design and Digital Transformation to complement the team and provide the right guidance.

Our current team is:

Product Owner (50% time commitment)

Delivery Manager

Service Designer

Interaction Designer

Content Designers

Web Administrator

Any additional relevant information?

The current pay and conditions website sits on the Dreamweaver platform. There are many functions we do not have access to and our ability to use CSS is severely limited.

Our Interaction Designer and Web Administrator have good front-end coding skills, with a strong knowledge of HTML and CSS. Defence is moving to GovCMS but there are no specific timeframes for its rollout.

We work on Defence's restricted network which limits our capacity to run key software such as Adobe XD and Axure RP; however, we can run these programs on standalone laptops.

The way we are approaching this task has not been seen before in Defence, and this is causing some problems for our team. While stakeholders are interested in our progress, we have had difficulty gaining traction and support.

What phase is the work in?

Work setup

Where will the work take place?

The work will take place in Canberra.

What are the working arrangements?

We see it being almost a full time commitment for the first couple of weeks, to help get us on the right path, tapering down to 1 day per week or fortnight. We operate on a 2 week sprint, with cutover day being Tuesday/Wednesday

The critical roles we are missing are

Transformation Advisor - someone to help us with the whole process, to coach the team on their specific roles and help us to identify our skill gaps. For instance, our Product owner in particular requires coaching in how best to help the team through setting, curating and ordering the product backlog, and how best to work with the Delivery Manager.

Senior Designer - To provide assistance and coaching to our Service Designer and Interaction Designer. Both are junior in their positions and require professional coaching and guidance. Though we can give them general feedback on their performance, they require professional, design-specific feedback and guidance on their work.

We are happy to take advice and field innovative proposals on how best you can assist us.

Is security clearance required?

Baseline security clearance and Australian citizenship is an absolute minimum.

Additional information

Additional terms and conditions

Defence operates on 30 day payment terms

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
  • Possess demonstrated senior transformation advisor experience
  • Possess demonstrated senior design service and interaction design experience
Nice-to-have skills and experience
  • Demonstrate the previous delivery of similarly complex transformation work
  • Demonstrate the ability to coach teams learning and doing things for the first time

How sellers will be evaluated

How many shortlisted sellers will you evaluate?
Proposal criteria
  • Approach and methodology
  • Value for money
  • Team structure
Cultural fit criteria
  • Have a no-blame culture and encourage people to learn from their mistakes
  • Understand the complexities and quirks of working in a mixed ADF/APS environment
  • Embed and work as part of the team
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
Evaluation weighting

Technical competence

Cultural fit


Seller questions

No questions have been asked or answered yet.

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

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