HUMAN ENGINE LIMITED

Service Design

Our service design approach fosters user-centricity and innovation to create seamless and impactful service experiences. Through iterative research and collaboration, we co-create services that resonate with citizens, streamline processes, and drive positive outcomes for users and communities. We map user journeys and optimise for usability, accessibility, and inclusivity, increasing satisfaction.

Features

• Collaboration and co-creation techniques
• User-centric research and analysis
• Holistic service ecosystem mapping
• Iterative prototyping and testing
• Accessibility and inclusivity considerations
• Data-driven decision making
• Change management and stakeholder engagement
• Community engagement and co-design
• Rapid prototyping and blueprinting
• Applies GDS, GOV.UK design standards for design, styles and standards

Benefits

• Improved user satisfaction
• Efficiencies and cost savings
• Streamlined processes and improved user experience
• Increased user engagement and trust
• Customer-centric services
• Knowledge transfer and design insights handover to client teams
• Positive brand reputation

£400 to £1,250 a unit a day

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 procurement@human-engine.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

580773466193722

Contact

Michael Curnow
0203 538 7822
procurement@human-engine.co.uk

Planning

• Planning service: Yes
• How the planning service works: We take a partnership approach from the outset. Typically, our engagements begin with onsite kickoffs and organisational discovery sessions.; ; We are flexible in our approach but these sessions usually consist of interviews, workshops, and exploration activities that enable us to understand your organisation’s vision, business goals, technology standards, and service priorities for the implementation of new digital and cloud services.; ; A key output of these activities is the definition of co-created solutions, designed to align to overarching vision and a detailed roadmap outlining the journey required to get there.; ; Our approach is aligned to the GDS standards, including adherence to agile methodology and activities based on extensive experience working with local government, health organisations and other public sector partners.; ; Cloud solutions architecture and agile business analysis are embedded within our approach. Our team have comprehensive experience of developing, and supporting complex digital systems in the public sector. We have a wide spectrum of digital agency services, allowing strategy activities to be well informed. Our experience ranges from user experience and design considerations, to organisational change management and TOM redesign.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Human Engine can provide training to employees for new digital and cloud solutions that are implemented to promote user adoption and optimise usage of the new technologies. We work with your organisation to provide training, mentoring and coaching which we can deliver both formally, and informally on the job, through embedding ourselves in client teams. We have a variety of training solutions at our disposal that can be specifically tailored to the programme requirements. We have a proven, tried and tested methodology for training which is replicable across different systems/solutions. We utilise a mixture of tools and methods and combine this with our expertise to ensure any new or revised processes are adopted and embedded. Example training approaches in relation to digital and cloud have included:; • Large-scale workshops outlining available functionality and the best way to utilise the new solution.; • Online training solutions delivered through video conferencing for remote or distributed teams.; • Tailored one-to-one training sessions bespoke to user need and development need.; • We create user guides as a leave behind or a tool for new starters, which have been received very well by our clients.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our setup and migration services prioritise the unique constraints of your current state and target state cloud systems, in order to develop migration plans that support efficiency, accessibility, and re-use.; ; We create a migration and set up plan and detailed project plan including actions, roles and responsibilities costings, timescales and the likely return on investment in terms of performance and financial outcomes.; ; We work with the internal team to take them through the associated steps and to set up and move toward the new systems, away from the legacy system. Our team ensure that this is done with minimal disruption to the current service, we have done this for complex and high-risk services, where it is essential that the migration runs smoothly.; ; We also have expertise in supporting teams to undertake data cleansing in the most efficient way. We work with Performance, IT and the service to plan for data cleansing and reduce manual intervention required.
• 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: At the start of an engagement, the project lead will participate in kick-off and discovery activities with the client to jointly agree and establish the success strategy and key project outputs.; ; Throughout each project we ensure regular feedback and reporting, allowing for challenge and incorporating the views of our clients and internal teams into the programme.; ; Our collaborative approach ensures that strategy and implementation activities adhere to user-focused success indicators, which have been established alongside your organisation’s business goals and user needs.; ; Our team will assess the project outcomes and performance based on the parameters of existing architecture and service goals, in order to develop testing strategies that prioritise the intended outputs.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: We will work with you to find the most suitable hosting for your needs. We have good relationships with a number of platform vendors . We also have expertise with configuring Amazon AWS services. For UK specific hosting we have a good working relationship with a selected few vendors but can work with any vendor.

Service scope

• Service constraints: Helpdesk support available within office hours Mon-Fri 08:30-17:30 (not including Bank Holidays)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We are able to offer same day response. Email support available within office hours Mon-Fri 08.30-17:30 (not including Bank Holidays).
• 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), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Tested with standard browsers.
• Support levels: We provide a range of support levels tailored to user needs. Helpdesk support available within office hours Mon-Fri 08:30-17:30 (not including Bank Holidays). Minimum response time of as little as 30 minutes. We provide a Business Support Manager to operate your contract and ensure our service levels are kept, and that you have regular dialogue with our team to ensure you are getting the service you require.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: No
• 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

  We minimise the impact of our business activities on the environment by using remote working tools and supporting technology. We have a comprehensive Environmental policy which promotes green practices. Although we largely work remotely and our impact is limited, we will offset any carbon emissions through delivery of our projects. We will use the http://www.carbon-calculator.org.uk/ to work out our emissions and make a donation to more than cover any carbon cost.

  Covid-19 recovery

  During the COVID-19 pandemic and subsequent lockdowns, we faced the same dilemmas as many businesses. The choices we made were to: Compromise on profits in order to protect jobs; we haven’t furloughed a single member of staff or made any redundancies. In fact, we have continued to recruit through our graduate scheme and for permanent positions. Protect our core partners in our supply chain wherever possible, to ensure their financial sustainability. Focus on controlling costs where possible, rather than apply for government grants. Pay our taxes on time without any deferments. Engage with the Government’s ‘Kickstart’ scheme to provide employment for young people struggling to gain employment. Moreover, we are providing various pro-bono, social value initiatives through our project work which are focused on a wide range of support. These includes providing training and skills development for SMEs, VCS and public sector bodies as well as career mentoring and support for individuals who have lost their jobs during COVID-19.

  Tackling economic inequality

  Human Engine provides a range of social value initiatives to help tackle economic inequality, these include providing: Pro-bono resources and specialist support/expertise to public sector bodies, SMEs and chosen VCS enterprises Paid and unpaid work experience as part of our contracts/client work, including for Vulnerable Groups e.g. Care Leavers/NEETs/Learning Disabled. Mentoring/advice to vulnerable groups including job application support. Pro-bono training to Councils, SMEs and VCS organisations, e.g. commercial training or support in bidding/tendering for work offered by public sector. Hosting events at no charge, and provide on-going business support to out clients and their partners.

  Equal opportunity

  Human Engine recognise that the above inequality challenges are present across the private sector including the consultancy sector. Human Engine champions fairness, dignity and respect within and outside of our organisation. This is outlined in the organisations’ Equality and Diversity Policy which all permanent staff and associates follow. In line with the Equality Act 2010, we work to promote an inclusive environment, free from bullying, harassment or discrimination. Human Engine have an appointed Equalities Officer that oversees the business delivery and is charged with reviewing delivery and behaviours through an Equality Diversion and Inclusion (EDI) lens. Again, this is within a forward thinking, ambitious operating environment that encourages critique and improvement on an ongoing basis. Flexible and remote working – our employees are home based and we have embraced remote working, even before the pandemic. We use technology to support this. Furthermore, we also offer flexible working in terms of hours and days worked and offer part time roles to employees. Reasonable adjustments – we offer these to employees wherever possible to make it possible for them to do the role. Pay is performance based and based on the mid-year and full year appraisals, which are skills and competency based. As a minimum, we pay the Living Wage Foundation’s recommended wage to all employees. We run an annual Graduate programme aimed at getting those new to the workforce into employment. Further to inductions where our policies are relayed to new starters, we deliver strategic annual training on equality and diversity. We recruit from a variety of places include job sites, LinkedIn, local press, recruitment agencies, universities and colleges etc. to try and present our job opportunities to as wide an audience as possible. We use standardised interviews and skills-based assessments to recruit to remove potential biases.

  Wellbeing

  The health and wellbeing of our employees is incredibly important to Human Engine and we do everything that we can to support our team including through the development of a Health and Wellbeing strategy, We ensure that all employees are able to work in a safe and healthy environment and that we are compliant with all health and safety legislation. We work to ensure safe systems of work are implemented and to safeguard employees’ health and wellbeing. Our leadership engages with staff to promote and enhance employee health and wellbeing. We have developed effective recruitment, staff development and training strategies. We recognise work stress amongst staff and offering necessary support/control measures. We have also implemented an effective return to work policies following staff illness/absence from work. We operate flexible and remote working – our employees are home based and we have embraced remote working, even before the pandemic. We use technology to support this. Furthermore, we also offer flexible working in terms of hours and days worked and offer part time roles to employees. We make reasonable adjustments and offer these to employees wherever possible to make it possible for them to do the role. Human Engine has a culture that where problems arise they are quickly identified and solution considered against an individual’s needs. We are also focused on wider human resource initiatives such as widening participation and equality and diversity.

Pricing

• Price: £400 to £1,250 a unit a day
• 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 procurement@human-engine.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.