Crown Commercial Service

Discovery for a new eSourcing service

Client overview

The Crown Commercial Service (CCS) is an executive agency and trading fund of the Cabinet Office, with offices in Liverpool, Norwich, Newport, Leeds and London. The CCS provides a professional procurement service to the public sector to enable organisations to deliver improved value for money in their commercial activities and provide professional support when it matters, advising on technical issues, energy saving and environmental improvements.

Key Deliverables

User Research
Service Design
Delivery Management

The challenge

Sourcing is a key component of the CCS procurement function, and the existing systems were not fit for purpose, being difficult to use with manual workarounds, unable to support modern technology solutions, not interoperable with other systems and on a platform going out of support.

CCS wanted to explore the user needs around replacing the existing software and procuring a scalable integrated sourcing service to improve business efficiency, while allowing tens of thousands of suppliers to better provide products and services to the public sector.

CCS was seeking a team of experts to complete the Discovery phase and supercharge their progress towards building the business case for a new e-sourcing solution.

The work

We kicked-off with a workshop to align everyone on ‘Why’ this mattered. By digging beneath the surface of the project to identify hopes, fears and dreams, we quickly aligned everyone on the vision and how we could deliver that as a collaborative team.

In week one, we completed an audit of existing Discovery work. We agreed governance, confirmed working practices, built out a skeleton of the final deliverables and baselined a plan to make it happen.

We moved quickly to our own Discovery exercise. Using flexibly structured and targeted interventions, including co-design workshops, surveys and shadowing, we could get beyond user wants and get to the heart of the real user needs. This enabled us to define the requirements and user stories, plotting them against an ‘as-is’ service blueprint for each procurement category (OJEU, Call Offs, E-Auctions & DPS).

We documented ‘as-is’ journeys, processes, inefficiencies and pains for both external and internal users, SMEs, technical resources and commercial functions. We explored innovations in a variety of markets and segments to understand how we could bring positive disruption and existing innovation into their thinking.

 

We translated this research into actionable maps of the landscape and service blueprints, with use cases, epics, features and user stories. It was constructed in a way that defined routes to market and linked back to the benefits levers within the business case.

The impact

 

Better understanding of what users are looking to achieve and insight on how service functions.

Identification of components & technology needed to underpin delivery.

Robust Business Case and ITT requirements.

 
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