City of Casey

Assessment and report on current service design capabilities, processes priorities and outcomes

Important dates

Opportunity ID
Deadline for asking questions
Monday 14 November 2016 at 6PM (in Canberra)
Closing date for applications
Friday 18 November 2016 at 6PM (in Canberra)
Friday 11 November 2016


Write a summary of your brief

After transforming three services, Digital Casey want a review of the processes, capabilities and outcomes that delivered these services so we can understand what we have done well and what could we do better.

What is the latest start date?
How long is the contract?

Where can the work take place?
Who will the specialist work for?
City of Casey
Budget range

About the work

Why is the work being done?

We would like this project to take place as soon as possible.

As one of the only local governments actively adhering to the DTA's Digital Service Standards, we are wanting an assessment of how we are tracking when designing our services. Ultimately we would like to be a model of best practice in how service design should be undertaken in local government.

We would like the chosen provider to assess us against three categories. They are:

1. Capabilities - Our people, including their skills and roles, our tools and our budget.

Under this category we want to know if we have the right balance of skills and the right tools, what our capability gaps are, what are strengths are, what some of the best practice tools might be and how we can meet formal and informal industry standards.

2. Processes - How we organise ourselves, our technical processes, our communication and stakeholder management and our meetings and rituals.

For this point we want to know how our team processes and communications are serving our stakeholders and our team. We want to know where we do well, and where we fall down and what we can do better.

3. Priorities & Outcomes - What we are accountable for and what our results have been.

Are we measuring ourselves against the right metrics? Are we adding value to the services we're transforming? What is the best governance structure for us, and is it sound?

What's the key problem you need to solve?

We would like to know that we are transforming local government services in the best way we can, with our people in the right roles achieving the right things.

Describe the users and their needs

As a user experience designer in local government, I need to know we are undertaking best practice in transforming services, so that customers are receiving a consistent level experience across all tiers of government.

What work has already been done?

<td class="summary-item-field summary-item-free-text"><span>The City of Casey has a commitment to be digital by default, and the Digital Casey team are charged with transforming 14 of the top volume transactions as well as creating a digital solution for any new services Council is introducing.

We have delivered three services thus far, the links for which are below. For each of these we undertook some form of Discovery, Alpha, Beta and Live and have iterated on the process each time we undertake a new project.

Our completed projects are:

Disabled Parking Permit - we redesigned this process so that the customer no longer had to obtain and application form from Council. Instead, they could simply have their doctor complete the application online.

Asset Protection Permit - this was a new service offered by the City of Casey, and so had to be digital by default. The Digital team consulted with builders, cusotmers and private building surveyors to try to understand how to create the most easy-to-use application process possible.

New Pet Registration - the Local Laws team knew that a significant barrier to new pet registrations was that customers were only able to register their pets in person at one of the service centres from Monday to Friday and for half a day on Saturday. The online form allows customers to register their pets anywhere and at any time. The Digital Team were also able to cut the internal process from 19 steps across 3 departments to 7 steps in one department.</span></td>

Who will the work be done with?

We would expect that you would work across the whole digital team and some stakeholders to get an understanding of how we have undertaken the work. Subject to availability, the team and stakeholders would be:

Manager, Digital and Data

Digital Casey Project Manager

User Experience Specialist

User Experience Researcher

Front End Developer and UI Designer

Business Analyst

Content Writer

Product Owner, Disabled Parking Permit

Product Owner, Asset Protection

Product Owner, Pet Registration

Any additional relevant information?

What phase is the work in?

Work setup

Where will the work take place?

City of Casey

Works Depot

Vesper Drive, Narre Warren, Victoria, 3805

What are the working arrangements?

On-site for 2-3 days for fact-to-face meetings.

Off site for the collation and assessment.

Possible on-site delivery of report results and outcomes with the team

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
  • Have an in-depth knowledge of the DTA's Digital Service Standards
  • Have delivered service transformations for government in the past
  • Work agile, or have an in-depth understanding of an agile approach
Nice-to-have skills and experience
  • Provide evidence of similar evaluation work completed, and the results of that work
  • Provide a model of best practice based on service transformation happening in federal, state and other local governments

How sellers will be evaluated

How many shortlisted sellers will you evaluate?
Proposal criteria
  • How the approach meets Digital Casey's goal of being a model of best practice in service transformation in Local Governemnt
  • Estimated timeframes for the work
  • Technical capabilities and solutions
  • Value for money
  • How they’ve identified risks and dependencies and offered approaches to manage them
Cultural fit criteria
  • Work as a team with our department and stakeholders
  • Transparent and collaborative when making evaluations so we can learn from the experience
  • Have experience working in activity-based environments
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
Evaluation weighting

Technical competence

Cultural fit


Seller questions

Seller questions
Seller question Buyer answer
1. Hello, you've stated that: On-site for 2-3 days for fact-to-face meetings. Off site for the collation and assessment. Can you please provide an indication of your expected number of business days of services for offsite collation, assessment and ultimate delivery of the report? We would like the results as soon as possible. No later than 2 weeks after the completion of on-site assessments.
2. What level of documentation do you have of your current setup in terms of processes, capabilities, priorities & outcomes, KPIs? This would be very useful for us to review prior to the interviews and workshops. We have documentation on capabilities, priorities and KPI's. We conduct retrospectives and iterate on our processes, but tend to follow the Discovery, Alpha, Beta, Live methodology. We would be happy to share whatever documentation we have on these with the successful supplier.
3. You have placed a 30% weighting on cultural fit as a criteria for selection - are you looking for cultural fit of the agency or specific experience of the individuals we will be putting forward? Great question! Cultural fit of the agency. We are a relatively new team who have only been working together since April. What we lack in experience, we make up for in enthusiasm and we want the successful supplier to be less of a stick and more of a carrot in helping us better meet the Digital Service Standards.

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