Insight Report Pilot Studies

Deliver an initial pilot to demonstrate how lessons learnt, experience and tacit knowledge from a small number of highly experienced Ofwat staff can be captured, structured and made available for use by other Ofwat staff.

The scope shall include

Interview framework and question sets

• Develop and configure five sets of adaptive interview questions within the DUCHESS system.
• Review and refine the question sets progressively based on the findings from each interview phase.

Interviews

• Support up to four Ofwat interviewees.
• Conduct up to five interviews per interviewee, resulting in a maximum of 20 interviews.
• Interviews will progressively explore career experience, critical experiences, tacit knowledge, patterns and indicators, case studies, decision-making and key lessons that should be transferred to others.

Interview analysis

• Analyse individual interview outputs.
• Identify lessons, experience and knowledge areas from each interview.
• Refine subsequent interview questions based on the findings from earlier interviews.

Experience library development

• Analyse the overall interview corpus.
• Develop structured experience cards and an initial Ofwat Experience Library.
• Identify cross-interview and cross-theme organisational knowledge and lessons.

Demonstration of exploitation

• Demonstrate how Ofwat staff could use the Experience Library, including through Copilot, to identify relevant previous experiences, approaches, lessons, warnings and options when considering a current problem or situation.

Deliverables are

• Interview question sets - Five configured interview question sets within DUCHESS, refined during delivery based on interview findings.
• Interview evidence - Transcripts from up to 20 interviews, provided in an agreed format such as PDF, Word or Excel.
• Lessons list - A consolidated list of the knowledge and experience areas identified from each interview, together with the associated lessons.
• Experience cards - Structured cards capturing, as applicable: situation, problem, context, warning signs/cues, experienced approach, action, why it worked, lesson learnt, rule of thumb, conditions/limitations, source and thematic tags.
• Ofwat Experience Library - An Excel-based experience matrix containing the lessons list, individual experience cards and organisational knowledge cards covering cross-interview and cross-theme lessons.
• Exploitation Guide - A presentation, including screenshots or video as appropriate, demonstrating how Ofwat staff can interrogate and use the Experience Library, including through Copilot.
• Pilot Report - A Word report comprising an executive summary and detailed sections covering the introduction, approach, findings, conclusions and recommendations, together with supporting annexes.
• Final pilot recommendations - Recommendations arising from the pilot on the effectiveness of the approach, potential improvements and considerations for any future development or wider implementation.