Marvell Consulting Limited

User research

Specialist user researchers with public sector expertise to help you understand your users and their needs. Research sessions planned, conducted and analysed using a range of qualitative and quantitative methodologies to identify user needs and test design iterations. Track record of shaping high quality, user-centred services on time and budget.

Features

• Bespoke research planning, user recruitment and stakeholder engagement
• Identification of users and creation of personas for service development
• Identification of user needs and design features
• Quantitative research methods including surveys, web analytics and service data
• Qualitative research methods including interviews, observations, workshops and usability testing
• Testing with users with access needs and low digital skills
• User research cycles embedded into the agile delivery processes
• Involvement of clients in user research planning, observation and analysis
• Presenting actionable findings through debriefs, show & tells, service assessments
• Upskilling and mentoring internal government user research teams

Benefits

• Empowering teams to deliver evidence-based and inclusive user-centric services
• Leading successful stakeholder engagement for complex services
• Remote and in-person research best supports participants’ needs
• Research reduces delivery cost and ensures services meet user needs
• Strong focus on improving service outcomes to evidence value
• Detailed user needs catalogue, insightful findings and actionable recommendations
• Comprehensively documented findings and methods for knowledge transfer and reuse
• Accredited researchers, applying best practice ethical research methods
• GDPR compliant approach to data handling
• Qualified GDS Service Standard research assessors in the team

£450 to £1,250 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@marvell-consulting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

431074056083361

Contact

Ben Marvell
02038860115
gcloud@marvell-consulting.com

Planning

• Planning service: Yes
• How the planning service works: We work with clients to understand any existing systems and software they have as well as their needs and constraints. This could be through research or discussion, or it may require a technical discovery where our software architects conduct a deeper exploration of the legacy architecture. We then use this insight to explore solutions for implementing or transitioning to a cloud-based environment in a way that meets the client’s needs. ; ; We have experience of migrating large, sensitive datasets to cloud-based environments within narrow timeframes, and of synchronising the end of one contract with the rollout of another. We’re careful to factor in additional time for security checks and other quality assurance processes that are required for implementations of this nature.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Our aim is to build simple, intuitive services that can be used first time without the need for extensive documentation or training. However we recognise there are some circumstances in which training may be required. In these cases we’re happy to work with clients to design an appropriate training plan. For previous clients we have provided in-person and remote interactive training sessions, job shadowing and coaching sessions.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our support for clients migrating to the cloud or between cloud services is shaped by an understanding of the organisation, stakeholders, existing software, risks, dependencies and needs.; ; We have a track record of helping clients migrate from on-premises providers to the cloud, or from one cloud-based service to another. We’ve migrated a number of services from proprietary systems into vendor-agnostic data stores, in line with government standards for cloud hosting ensuring data integrity throughout this process. We agree protocols for secure data transfer in advance with departmental security consultants and then implement transfers as agreed.; ; We work with clients who hold data classified as official, secret and top secret and can support secure migrations for all classifications.; If needed we can work directly with your existing vendors to ensure a smooth and effective migration.
• 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: We use government assured patterns and standards (such as the GOV.UK design system) and ways of working to ensure content and designs are of a consistently high quality. We carry out usability testing on all new software and iterate based on the findings.; ; For software and data we use a blend of automated and manual testing to quality assess releases. This includes automation testing, non-functional testing, performance testing, exploratory testing and functional testing. We integrate performance testing as part of our continuous integration (CI), deployment (CD) and delivery approach so it’s built into everyday development practices. We also engage our clients in quality assurance by making early versions of software available for review as soon as possible.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide live support to numerous government services. Our typical support channels include email, telephone, live chat and custom support models depending on the client’s needs.; ; We can provide support 24 hours a day, 7 days a week, 365 days a year - if necessary. We also work with ticketing platforms including ServiceNow and Jira Service Desk and can integrate as needed with your existing processes including playbooks.; ; In line with DevOps principles, maintenance and optimisation of the software we produce is a key part of our ethos, which is why we’re proactive about alerting clients to issues and making recommendations for improvements.; ; We have a defined/tested process for incident management that follows IT Ops best practices.

Service scope

• Service constraints: Standard service hours are 09:00-17:00, Monday to Friday excluding UK bank holidays. Extra support can be provided outside of these hours however would need to be specially arranged.; ; Support is typically available remotely however we can offer dedicated on-site support under special arrangement.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times can be tailored to meet the client’s needs. Our existing response model is based around 4 priority levels.; Priority 1 (system production is down) - response in under 4 hours. Priority 2 (system production is impaired) - response in under 8 hours. Priority 3 (system is impaired) - response in under 24 hours.; Priority 4 (general enquiry or request) - response in under 48 hours.
• 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: Web chat
• 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: For our web chat solution we use third party tools that have been tested for accessibility and usability and are widely used across government.
• Support levels: We offer tailored support depending on the client’s needs and budget. We can provide a technical account manager or a cloud support engineer on request.; ; A typical 4 level support models is as follows:; Priority 1 (system production is down) - response in under 4 hours.; Priority 2 (system production is impaired) - response in under 8 hours. Priority 3 (system is impaired) - response in under 24 hours.; Priority 4 (general enquiry or request) - response in under 48 hours.

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: No
• 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

• Fighting climate change:

  Fighting climate change

  We are always considering new ways to reduce energy consumption and minimise our impact on the environment. We’re currently:; ; 1. Reusing or recycling everything we’re able to and disposing any remaining waste responsibly.; 2. Using energy responsibly, by ensuring unused appliances are turned off.; 3. Encouraging remote meetings wherever possible to cut down on travelling.; 4. Encouraging the use of public transport wherever face-to-face meetings are required.; 5. Favouring environmentally responsible goods and services.; 6. Creating digital services for our clients that minimise the need to use printed materials.; 7. Working with sustainable and ethical suppliers.
• Covid-19 recovery:

  Covid-19 recovery

  COVID-19 has had a massive impact on society. To help support the management and recovery from this we:; ; 1. Hold regular check-ins with teams and individuals to ensure any mental health issues can be addressed and supported as soon as possible.; 2. Supported staff in remote working by providing any additional technical support required for working from home.; 3. Our office is Covid-secure, having been reorganised to enable social distancing.; 4. Providing hand sanitizer.; 5. Enabling flexible working to allow colleagues to avoid travelling at peak times (where travel is unavoidable).
• Tackling economic inequality:

  Tackling economic inequality

  To help tackle economic recovery aim to create new, jobs and skills as well as increasing supply chain resilience and capacity by: ; ; 1. Partnering with a range of micro to medium sized organisations to support growth across the industry.; 2. Advertising new roles broadly and anonymise applications to create a level playing field, avoiding any bias towards education or background regularly expanding our workforce to help support the high growth digital sector.; 3. Constantly monitoring upcoming and innovative technologies that we can utilise and apply to provide higher quality goods and services ensuring our products and services are future proofed so they can continue to increase value for clients beyond the end of our engagement.; 4. Regularly reviewing contracts with our suppliers to ensure both parties are satisfied with the agreements in place.; 5. Partnering with a number of different suppliers and establishing an easy and fit-for-purpose onboarding process.; 6. Having fair/transparent pricing model.
• Equal opportunity:

  Equal opportunity

  We are committed to creating an inclusive and diverse workforce. We promote a supportive culture by:; ; 1. Maintaining a flat hierarchy - everyone’s perspective is equally valued.; 2. Adopting fair recruitment practices by anonymising CVs and having diverse recruitment panels.; 3. Conducting workplace assessments to ensure everyone’s needs are met by their workstation.; 4. Inviting open and honest sharing of feedback in retrospectives.; 5. Adapting our ways of working following staff feedback.; 6. Offering flexible working hours and locations to everyone.; 7. Supporting the use of different tools that meet staff preferences including accessibility needs.; ; We are continuing to explore how we can make further improvements.
• Wellbeing:

  Wellbeing

  We understand that employee wellbeing is good for both our people and our organisation as a whole – we aim to promote wellbeing and create a positive working environment by:; ; 1. Allowing flexible working in regards to location and time to allow staff to manage their work/life balance more easily.; 2. Encouraging people to take regular breaks away from their desks to improve their physical and mental health.; 3. Having a trained mental health first aider on the team; 4. Having changing and showering facilities for staff who exercise during the day.; 5. Holding social events to enable staff to engage in a non-work related environment.; 6. Sharing general feedback provided by service users to service owners to support the improvement of their services and relationships.

Pricing

• Price: £450 to £1,250 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@marvell-consulting.com. Tell them what format you need. It will help if you say what assistive technology you use.