Service Transformation Consultant

Description : Project Overview

The Government of Alberta ("GoA") has embarked on transforming the work of government to deliver simpler, more efficient, and better services for the citizens of Alberta, thereby ensuring that the needs of Albertans are effectively met in the digital age. 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 ("DDD") 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.

The Province requires one (1) Service Transformation Consultant (STC) to work with the Province to provide advice and guidance on strategic initiatives that are being undertaken, and to lead a ministerial transformation currently underway in the Ministry of Education and Child Care(ECC) to enable and scale transformation of service delivery and implement a support model after the service delivery is in production and live. The STC will facilitate strategic conversations with GoA executives and leadership teams, and provide advice and guidance, including on cross-departmental and intra-departmental structures and governance. The STC may be required to coach and mentor DDD and Ministry partners across the GoA on service innovation and digital transformation initiatives.

Scope of Services

It is anticipated that the Service Transformation Consultant will be required for one (1) year; however, the Province may extend the contract for up to twenty-four (24) months on the same terms and conditions.

The Service Transformation Consultant will be required on a full-time basis (7.25-hour work per day), working across multiple related projects. However, a Service Transformation Consultant may be required to work fewer or more hours depending on the nature and needs of their work, as directed by the Province, to a maximum of 1,960 hours at the end of each term.

Time, location and frequency of work will vary depending on the needs of the project.

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 :

• Provide subject matter expertise and recommendations on digital delivery, agile product development, and corresponding organizational transformation;
• Assess and develop initiatives to grow and cultivate digital capability, capacity, and culture from the perspective of service transformation;

Advise, coach and lead product and platform teams throughout project lifecycles, from initial discovery and concept to production and continuous improvement.

Facilitate conversations to develop and generate options for support model once products are live and implement support model with TI and ECC.

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 Transformation Consultant will primarily work remotely; however, the Service Transformation Consultant may be required to attend meetings or work sessions 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 in-person work location will be at no cost to the Province.

The Province reserves the right to alter this work arrangement on reasonable notice to the Service Transformation Consultant. The Contractor and the Service Transformation Consultant 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.

Facilities

In the event that the Service Transformation Consultant is directed to work remotely, the Service Transformation Consultant 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 Transformation Consultant has the necessary access and credentials to the GoA system.

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

The virtual meeting tool for the Province is Microsoft Teams. Zoom 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 Transformation Consultant shall, at no cost to the Province, provide a current criminal record check. A Service Transformation Consultant may be rejected if, in the opinion of the Province, the criminal record is unacceptable.

Service Transformation Consultants should be aware that over the course of the Work Order, Service Transformation Consultants 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 Transformation Consultants 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 FOIP, the evaluation of Responses shall be confidential, and not released to any party.

Qualifications- 30%

Other Mandatory Requirements (Project Examples) - 10%

Interview - 50%

Pricing - 10%

Two (2) project / assignment examples must be provided for each proposed resource, which exemplify / demonstrate the proposed resource's expertise in the selected service area. Project examples should be added to the bottom of the resume.

Questions 1 through 5 must be answered for each project example. The Evaluation Team must be able to determine which project any given answer relates to. Where the answer to a Question is the same for both projects, this must be clearly stated. It is strongly preferred that suppliers use the below formatting when answering the Questions.

Provide an overview of the project / assignment of the proposed resource or the proposed resource's team was engaged in that demonstrates expertise in the selected service area and role.

Describe the sector(s) (i.e. public, private or other) the project / assignment served.

Identify the project / assignment size in dollar value (i.e. less than $100,000; $100,000 - $500,000; $500,000 - $1,000,000; or greater than $1,000,000).

Provide a description of the approach for the design, development, mitigation of risk and delivery of the project / assignment, including any special considerations with respect to methodology or processes. In providing a response consider quality assurance and communication across the cross functional team.

Provide a list of specific skills, tools and / or technology used within the project / assignment.

Incumbency : No incumbent

Anticipated Interviews dates

Interviews are estimated to start in late October to early November 2025.

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Additional Details

Qualification

Assessment

Must Have

Work Experience

Duration - Experience working on agile software development and modern, service design based...

5 years

Duration - Experience working with a dedicated public sector central digital office such as...

5 years

Duration - EXP working on organizational development with a focus on...

5 years

Nice to Have

Work Experience

Duration - Experience in managing projects in an organization of comparable size and complexity...

5 years

Duration - Experience leading an organization through a large scale technology change impacting...

5 years

Duration - Experience preparing and implementing government-wide strategies and / or...

5 years

Duration - Experience with advising senior executives and preparing options for...

5 years