Field Staff Support Service Solution Phase 1

The Office for National Statistics (the Contracting Authority) has chosen to adopt a 'Hybrid' model for the Field Staff Support Service, combining 'In-House' and supplier support for query routing:

• Tier 0 - ONS to develop and maintain a Self Help facility with a searchable set of Frequently Answered Questions (FAQs. The FAQs will need to be maintained and updated over time based on real queries received by the support team, and backed up by 'how to guides' and the material used in training).
• Tier 1 - ONS establish a Field Force Support Services (FFSS) team with resources dedicated to answering simple queries and routing more complex queries.
• Tier 2 - Escalation of complex queries to Tier 2 will be managed by the Tier 1 team. The supplier may refer 'policy' level issues back to the Contracting Authority for resolution.

This requirement is to provide consultancy support to develop the design, implementation plan, resource plan and costing for the Tier 1 Field Force Contact Centre and will be provided over two phases of work. This contract is for Phase 1 - Gap Analysis and Requirements.

Phase 1 - Gap Analysis and Requirements

Gap Analysis

• Conduct an assessment of the work conducted so far by the Contracting Authority's resources with a particular focus on strategy, process, technology, organisational design and people capability. This will include a desktop review of available documents, interviews and working sessions with the Contracting Authority's resources.
• Analyse the requirements/services to be provided by the third parties delivering the Census (from the Invitation to Tender documentation)
• Define the high level requirements for the Tier 1 ONS Field Staff Support Service
• Based on available data and assumptions developed with ONS regarding call handling time, call volumes by type and timings develop high level options for the call centre operations.
• Conduct a working session to discuss and agree the options to be taken into design phase.

Requirements

• Review and provide an independent assessment of the current requirements that have been developed by the ONS for the Tier 1 ONS Field Staff Support Service
• Where needed, further develop the high level requirements for the Tier 1 ONS Field Staff Support Service
• Based on available data and assumptions developed with ONS regarding call handling time, call volumes by type and timings develop high level options for the call centre operations.
• Conduct working session to discuss and agree the options to be taken into design phase.
• Draft a report that outlines the approach to be taken into detailed design
• Develop a detailed project plan and resource profile for Phase 2 (if this is to be pursued).