Service Designer - Senior

Project Overview

The Province has a strategic role within government to drive efficiencies, innovation and modernization. As part of this role, the Province is expanding the GoA’s digital delivery of services with the view of simplifying and providing better user experiences with interactions with the GoA. The Digital Design and Delivery Division (“3D”), is the Province’s centre for digital delivery. It was established to maximize capability and confidence in modern digital practice by ensuring service quality and value through standards and controls. This includes utilizing human-centred design approaches together with agile methodology and modern data practices 3D works in partnership with GoA ministries to deliver programs that better serve Albertans.

The Province requires a Service Designer to work with 3D on service innovation, program review and digital transformation projects across the GoA. The Service Designer will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and 3D work collaboratively and collectively participate in a full range of activities including: field research, user story creation, backlog definition and refinement, and sprint planning and execution. Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective and affordable.

The Service Designer will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Scope of Services

It is anticipated that the Service Designer will be required for five (5) months; however, the Province may extend the contract for up to twenty-four (24) months on the same terms and conditions.

The Service Designer will be required on a full time basis (7.25 hour work day), working across two (2) to three (3) projects. Time, location and frequency of work will vary depending on the needs of the particular project. At the end of each term, it is expected that the Service Designer may work a maximum of 1,960 hours, unless otherwise agreed upon with the Province. However, a Service Designer may be required to work fewer or more hours depending on the nature and needs of their work, as directed by the Province.

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

• Integration of human-centred design methods into program review and digital transformation projects.

• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.

• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.

• Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of:

o user and behavioral field research;

o co-design workshops;

o prototype design and testing;

o concept testing

o journey map and service blueprint development;

o process mapping;

o service prototyping;

o user story mapping and creation

o usability testing;

o service performance measurement, analysis, and reporting; and

o strategy and roadmap documents or diagrams.

• A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.

• A plan for the integration of specific design and development work into the overall service experience and measurement of results.

• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.

• A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

The Province and the Contractor shall determine changes to Services and Materials as required. The Province and the Contractor will determine changes to Services and Materials through the Artifacts.

Location of Work

The Service Designer will primarily work remotely; however, the Service Designer is expected to attend meetings or work sessions often (i.e. quarterly) in Alberta on reasonable notice from the Province. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton will be at no cost to the Province.

The Province reserves the right to alter this work arrangement on reasonable notice to the Service Designer. The Contractor and the Service Designer will be consulted about the alteration in work arrangement; however, the Province retains ultimate discretion as to the appropriate work arrangement.

Some travel within Alberta may be required to conduct field research and user interviews. The Province will make arrangements for travel for field research and user interview purposes where possible at no cost to the province. Recruitment incentives and honorariums for user research are the responsibility of The Contractor.

Facilities

In the event that the Service Designer are directed to work remotely, the Service Designer shall be responsible for providing all of its equipment, including computers, software, printers, supplies, desks and chairs. However, the Province shall ensure that the Service Designer have the necessary access and credentials to the GoA system.

In the event that, the Service Designer are directed to work in-person, the Province shall provide the requisite office space, furniture and office supplies. However, the Service Designer shall continue to be responsible for providing computers and software and the Province shall continue to ensure that the Service Designer have the necessary access and credentials to the GoA system.

The virtual meeting tool for the Province is Microsoft Teams. Zoom or other software may be sometimes used when needed, however, Zoom accounts are not provided by the Province.

Criminal Records Checks

Upon request by the Province, the Service Designer shall, at no cost to the Province, provide a current criminal record check. A Service Designer may be rejected if, in the opinion of the Province, the criminal record is unacceptable.

Should a Service Designer be assigned to a team working for Justice, prior to performing Services, the Service Designer must provide the Province with an “Enhanced Security Clearance”. Service Designer, which in the opinion of the Province have an unacceptable “Enhanced Security Clearance” or equivalent, shall be rejected. The Province does not receive any information specific to the reason an enhanced clearance may be rejected. Participating law enforcement agencies only identify if an applicant’s clearance is not accepted.

Service Designer should be aware that over the course of the SOW, Service Designer may be required to complete higher-level security clearances, such as the “Royal Canadian Mounted Police Top Secret Clearance.” Please ensure applicants are eligible to apply if required by the ministry.

Acceptance by the Province of all Service Designer requires written approval from the Province following acceptable security clearances.

Evaluation

The evaluation criteria will be distributed within the following categories. Subject to the requirements of Protection of Privacy Act (POPA) and Access to Information Act (ATIA), the evaluation of Responses shall be confidential, and not released to any party.

1. Qualifications - 10%

2. Other Mandatory Requirements - 50%

3. Interview - 30%

4. Pricing - 10%

OTHER MANDATORY REQUIREMENTS

The Response must include a personal portfolio of work of the proposed resource. The portfolio must include work samples with brief annotations explaining the work.

THE PORTFOLIO MUST BE UPLOADED AS AN ATTACHMENT TO 'OTHER DOCUMENTS'. A link to an on-line portfolio will not be considered.

Incumbency:

• This is a net new position.

Mandatory Training Courses:

• Once hired the resource will be required to complete all mandatory training which includes but not limited to Protection of Privacy Act (POPA) and Access to Information Act (ATIA), Security/Cybersecurity, Information Management, and Respect in the Workplace. There may also be other mandatory and/or optional training.