Ernst & Young LLP (EY)

Citizen Experience (CX) Design Innovation

CX design innovation supports the modernisation of processes, people capability and technology to enhance citizens' interactions with public agencies. It focuses on streamlining service delivery, improving accessibility and fostering citizen-centric approaches. Through digitalisation, personalisation and efficient communication channels, CX aims to optimise user satisfaction, building trust and supporting efficiency measures.

Features

• CX Platforms (implementation & configuration of experience platform technologies)
• CX Journey Transformation (data-driven methodology to personalise interactions)
• CX Disrupter (approach to rapidly develop, test, and validate innovations)
• CX Technology Innovation (developing and implementing new technologies, and strategies)
• CX Technology (using tech to facilitate through self-service and automation)
• CX Maturity Benchmark (framework used to generate a benchmark rating)
• CX Target Operating Model (defining optimal structure, processes, and capabilities)
• CX Measurement (collects and tracks user experience data)
• CX Centre of Excellence (establishes capability while knowledge is transferred)

Benefits

• Improved alignment of user experience efforts across the organisation
• Enhanced user satisfaction and engagement, leading to increased service adoption
• Enhancing trust and improving citizens perception of government services
• Reduces operational risk through x-directorate collaborative planning activities
• More efficient resource allocation, driving effort on high-value initiatives
• Supports self-service model that can reduce department demand
• Enhanced knowledge transfer and dissemination of best practices
• Streamlined back-end processes for greater efficiency and reduced costs
• Higher employee engagement and commitment to delivering a superior experience

£240 to £2,600 a unit a day

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

160913668820387

Contact

EY Tenders
+44 (0) 20 7951 2000
EYTenders@uk.ey.com

Planning

• Planning service: Yes
• How the planning service works: CX Disrupter is an innovative approach that unleashes the untapped potential of existing user journeys while creating captivating emotional interactions. Through a Minimum Viable Product (MVP), organisations can explore pioneering user experience ideas and product enhancements with minimal costs. By embracing CX Disrupter, organisations venture into uncharted territories of user experience while mitigating risks and optimising resources. It enables bold experimentation before committing to large-scale initiatives, pushing the boundaries of innovation, and transforming how they engage with citizens.; ; CX Platforms is about implementing experience platform technologies, including marketing technology solutions identified in our CX Martech solution or CX Journey Transformation. Optimising user experiences and driving satisfaction, loyalty, and business growth is the goal. By incorporating key capabilities such as Unified Customer Profiles, Customer Data Platforms, self-service channels, marketing automation, digital analytics, and personalisation, our solution aims to deliver seamless interactions, faster resolution times, and improved user satisfaction.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: To ensure a smooth roll-out, we offer comprehensive training programs tailored to meet the needs of both internal and external users. Our approach is centred around collaborative learning, leveraging a blend of traditional and innovative learning methods. ; ; We can provide support to conduct a training needs analysis for the roles and skillsets required, based on the new operating model and government's Digital, Data & Technology (DDaT) capability assessment framework. We can support you to evaluate the current and future state, specifically around roles and skillsets, to understand the gap in roles and skillsets specifically for those groups. ; ; Using the outcome of this analysis, we can analyse training needs (experiential; formal; informal), define detailed training requirements, blended training plans (in-person / classroom-based; self-study – online / virtual; self-study – offline), an approach for training-the-trainers, and addresses training environment requirements. Customised training materials, including user guides and quick reference sheets, are also provided to enhance understanding and engagement.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our cloud migration approach is centred around innovation and strategic design, ensuring that the move to the cloud or between cloud services not only enhances technical capabilities but also drives transformation and adds value to the buyer's service offerings.; ; Typically, we begin with a discovery phase, using design thinking to understand the buyers’ service goals, user needs, and the potential for service innovation through cloud technologies.; ; We then design a migration plan that is not just technically sound but also aligns with the buyer's innovation strategy, ensuring that the new environment supports agile development, rapid prototyping, and continuous delivery of services. Our security architecture planning incorporates the latest in cloud security innovations to protect data and maintain compliance.; ; During the migration execution, we apply a user-centric approach to minimize impact on service delivery and ensure a seamless transition for end-users. Post-migration, we focus on buyer’s team enablement to leverage cloud-based tools for service innovation, including the use of analytics, AI, and other technologies to continuously improve and innovate their service.; ; Throughout the process, we maintain a focus on creating a cloud environment that not only meets current needs but is also scalable and flexible to support future innovation and growth.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our approach to supporting buyers with quality assurance (QA) is underpinned by methods that will complement the set-up of the model and provides a pragmatic, continuous improvement approach to managing quality outcomes. A risk-based approach with control gates ensures the support model is delivering anticipated benefits.; ; Quality assurance experts support with: ; ; • Stakeholder management throughout software delivery lifecycles. Providing QA inputs to avoid ambiguity and ensure the product is testable; • Testing products end-to-end using Test-Driven Development, Behaviour-Driven Development or Acceptance Test-Driven Development methodologies ; • Automating tests and integrating into CI/CD pipeline reducing manual overheads ; • Manual exploratory testing techniques to identify typical user interaction issues and verifying them against the documented behaviour ; • User acceptance testing (UAT) focuses on validating end-to-end journeys; • Performance testing assesses standards, controls and scalability of support ; • Providing defect metrics, test coverage and traceability to the requirements using industry-standard tools such as qTest, Jira, ALM

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security audit services

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: EY offers a range of ongoing support services for its own Cloud Software Services which are built on top of Native Cloud Software Services. EY's ongoing support is provided by 2 levels of programme from a basic fixed ticketing arrangement through to a premier service which includes unlimited tickets, a dedicated service manager, inclusive minor roll ups, and increased reporting.; ; Support services are provided for the following Cloud Compute and Software Services; • Amazon Web Services; • Microsoft Azure; • Microsoft 365; • Google Cloud Services; • Oracle Cloud Services; • IBM Cloud (formerly known as Bluemix); • Private Cloud using RedHat, OpenShift, Dell Hybrid Cloud

Service scope

• Service constraints: EY is a regulated provider of audit services. In the event of conflict with regulatory provisions, EY may not be able to provide services to specific clients. We will work with you during the proposal stage to identify any such constraints.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Service desk offered through business hours Monday – Friday. Response times are dependent upon contract.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our applications support assistive technologies such as: NVDA, JAWS, and VoiceOver, TalkBack and ZoomText.
• Support levels: EY provides end-to-end Cloud Operation support, starting from ticketing and monitoring (L1/ L1.5) to L2/L3 (Advanced Technical support). Our approach to managed support service is aligned with the industry standard ITIL framework. The goal of this process is to maintain and improve IT service quality through a constant cycle of planning, creation, implementation, monitoring and reporting, initiation of actions, and continuous improvement activities designed to improve service delivery in line with your business requirements. ; The pricing can vary dependent upon user needs and licensing agreements.; A cloud operations management team is responsible for the ongoing management, maintenance, and support of cloud services and infrastructure. Typical roles included in such a team are:; Cloud Operations Manager, Cloud Engineers, DevOps Engineers, Security Engineer, Network Engineer, Database Administrator, System Administrator.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 28-03-2023
• What the ISO/IEC 27001 doesn’t cover: Covers ISMS that covers systems, assets and processes related to all client data that is stored, processed and transferred to EY.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  EY is committed to fighting climate change. Our ethos is to go beyond ‘just working sustainably’ – we continuously work with governments and businesses towards a more sustainable future. We are part ; of the United Nations Global Compact (UNGC) and our environmental strategy is aligned with the UNGC environmental principles. We will implement the following for G-Cloud 14: ; • Carbon neutral projects: We pledge to deliver each G-Cloud 14 project as carbon neutral. To do this, we will use our engagement carbon calculator tool. This enables us to monitor and ; reduce different impacts, e.g. travel emissions. The data from the tool also supports employee training and awareness raising on sustainable behaviours.; • Reducing our carbon footprint: In January 2020, EY announced a global commitment to become carbon neutral. We achieved this in December 2020. We became carbon negative in 2021 and we are forecast to reach net zero in FY25. We are reducing emissions and ; offsetting or removing more than the remaining amount annually. We are forecast to reduce emissions by 40% by FY25, against a FY19 baseline, consistent with our 1.5°C Science Based Target.; • Purchasing renewable energy: We confirm all work delivered for G-Cloud 14 from an EY office will be powered by 100% renewable energy. We have purchased zero-carbon electricity since 2009 and reduced global consumption by 5.5%. In December 2020, we ; signed a 10-year power purchase agreement with Lightsource to provide us with solar energy.; • Sustainability volunteering: In proportion to the length and size of each framework contract, we will allocate staff volunteering days to support local environmental projects. These could include litter picking and general upkeep of nature reserves and Sites of Special Scientific Interest and free advisory sessions for small community organisations caring for the environment.

  Covid-19 recovery

  EY is committed to helping our people and communities to recover from the impact of COVID-19. In response to the pandemic, we moved to a remote working model for over 17,000 UK-based staff, ; increased special leave and provided meaningful mental health support. People in the 18-24 age group were disproportionately affected by COVID-19 and EY has worked ; with an independent charity, the EY Foundation (EYF), to improve opportunities for this group. In response to travel restrictions all EYF activities were converted to a virtual platform. In 2023, EYF; supported over 2,500 young people. Examples of existing EYF programmes to support COVID-19 recovery are shown below. We will ; extend these programmes for contracts awarded to us via G-Cloud 14 in proportion to the scale and scope of each contract.; • Smart Futures: A 10-month programme for young people eligible for free school meals or a college bursary. The programme develops employability skills and offers a paid, two week ; work experience placement. Students achieve a Chartered Management Institute (CMI) Level 2 Qualification and receive 10 months of mentoring support.; • Our Future: A six month programme for young people, qualifying for free school meals, who face barriers entering the labour market. Students develop transferable skills, receive paid work experience, gain a CMI Level 2 adult qualification and six months mentoring support. The students also take part in an ‘Entrepreneurship Day’, for example, they have designed mobile apps looking at solving social issues such as ‘tackling isolation and loneliness in the ; community’.; • Support via the Neuro-Diverse Centre of Excellence (NCoE). Through EY’s UK NCoE and our external ecosystem of organisations, we are supporting a team of neurodivergent staff with additional adjustments, above and beyond our existing support, to promote psychological safety in the office and whilst working at home.

  Tackling economic inequality

  Through our work with EYF, we have developed an in-depth understanding of the challenges experienced by those who face barriers to employment and training and/or who are in deprived ; areas. We are already providing new learning and employment opportunities to these populations via EYF programmes; we will extend these to G-Cloud 14 contracts in proportion with the scale and ; scope of each contract. Examples of these are:; • EY Ripples is our global Corporate Responsibility programme that helps our people use their skills, knowledge and experience to positively impact the lives of 1 billion people by 2030. The focus areas of Ripples are to 'accelerate environmental sustainability', 'support the next generation workforce' and 'work with impact entrepreneurs’. Our staff currently get two days a year each to provide skilled volunteering on EY Ripples activities. ; • EY Ripples also provides support to small businesses. For example, our Digital Boost programme matches a small business with an IT mentor who guides them to adopt new technology. ; • EY Accelerate helps social enterprises to grow and thrive, increasing their impact on local economies and creating social change. It provides in-depth business support and mentoring, with access to skills and training from business coaches, workshops, networking ; opportunities and 35 hours of pro-bono support.; • Employability Workshops provide Year 10/11 students the opportunity to build knowledge of careers and develop soft skills within a business environment. Each workshop introduces 25-35 young people to a range of careers, employability skills training, and employer ; connections. ; • Driving recruitment and employment via the NCoE. The Neurodivergent community can be underrepresented in the workforce, with only 29% of autistic adults in employment according to the ONS. We are advising clients on new strategies to retain neurodiverse talent.

  Equal opportunity

  EY is committed to creating a diverse and inclusive working environment in which all people have equal and equitable opportunities to succeed. We continually collect, analyse and review diversity monitoring data (diversity characteristics, not limited to the protected ones in the Equality Act) across the employee lifecycle, to create initiatives and understand which ones are working. As a firm, in ; support of equal opportunities, we:; • Voluntarily exceed statutory reporting obligations. Our annual UK&I Pay Gap Report has reported on gender, ethnicity, sexual orientation and disability pay gaps since 2017. ; • Use skills-based recruitment for graduates to eliminate minimum degree/A-Level requirements thus remove barriers to entry. ; • Run award-winning sponsorship programmes to build our leadership pipeline, helping our women and ethnic minority population progress. ; • Offer Inclusion & Belonging learning/training to develop staff skills to establish inclusive, open, and safe environments.; For contracts awarded under G-Cloud 14 we will:; • Provide equal access to project opportunities, using technology to ‘blindly’ match individuals to roles based solely on skills, experience, and availability. ; • Use the National Equality Standards (NES), which EY helped to create, a set of standards by which businesses can measure their equality and diversity policies and performance. The ; NES provides a list of standards and competencies which organisations can follow and embed to promote diversity and act as standard bearers for a more inclusive working world.; • Use our NCoE to ramp up recruitment of people who identify with cognitive differences and who may have had challenges gaining employment. The NCoE environment provides additional adjustments for those with cognitive differences such as autism, ADHD, Dyslexia, ; and others and fuels technology innovation through creative diverse thinking.

  Wellbeing

  EY is committed to enabling our staff to be healthy. We have a long-established programme called HealthEY, which looks to understand and provide practical support for employees’ mental, physical, ; financial and social wellbeing. Our offering is comprehensive and aspects such as our domestic abuse support, health knowledge programme and financial wellness offerings are considered market ; leading. We support wellbeing for our people, clients, and communities in the following ways, and we will extend these initiatives to any G-Cloud 14 contracts that we are awarded as appropriate:; • Health knowledge and prevention: Enhancing understanding so staff can be at their best, for example: a monthly webinar programme, eLibrary, newsletters and WellPoint kiosks (to regularly help staff self-assess their own health metrics). Staff also get an annual wellbeing ; allowance, as part of their reward package, which can be spent on health and wellbeing interventions, e.g. gym memberships.; • Health sessions: We run regular exercise and yoga sessions for staff, along with regular webinars on subjects such as mental health, work/life balance and childcare.; • Mental health support: Our approach called ‘Thinking Differently’ aims to educate and build awareness of mental health and wellness, including stories/videos, a specific psychological care pathway (plus psychiatric fast track treatment through Aviva), mental health first aid, ; employee counselling, and Mental Health Network.; • Supporting neuro-diverse requirements: Though the NCoE, we are creating psychologically safe working environments for existing employees, new recruits, clients, and where possible, ; our local communities. For example, we have introduced an adapted four step recruitment process culminating in a four day ‘superweek’ work simulation which provides the opportunity to experience a working day and EY culture. This allows us to understand candidates’ needs and inform on adjustments that we may need to make to help them thrive at EY.

Pricing

• Price: £240 to £2,600 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.