Deliver an initial pilot to demonstrate how lessons learnt, experience and tacit knowledge from a small number of highly experienced Ofwat staff can be captured, structured and made available for use by other Ofwat staff.
The scope shall include:
Interview framework and question sets
- Develop and configure five sets of adaptive interview questions within the DUCHESS system.
- Review and refine the question sets progressively based on the findings from each interview phase.
Interviews
- Support up to four Ofwat interviewees.
- Conduct up to five interviews per interviewee, resulting in a maximum of 20 interviews.
- Interviews will progressively explore career experience, critical experiences, tacit knowledge, patterns and indicators, case studies, decision-making and key lessons that should be transferred to others.
Interview analysis
- Analyse individual interview outputs.
- Identify lessons, experience and knowledge areas from each interview.
- Refine subsequent interview questions based on the findings from earlier interviews.
Experience library development
- Analyse the overall interview corpus.
- Develop structured experience cards and an initial Ofwat Experience Library.
- Identify cross-interview and cross-theme organisational knowledge and lessons.
Demonstration of exploitation
- Demonstrate how Ofwat staff could use the Experience Library, including through Copilot, to identify relevant previous experiences, approaches, lessons, warnings and options when considering a current problem or situation.
Deliverables are:
- Interview question sets - Five configured interview question sets within DUCHESS, refined during delivery based on interview findings.
- Interview evidence - Transcripts from up to 20 interviews, provided in an agreed format such as PDF, Word or Excel.
- Lessons list - A consolidated list of the knowledge and experience areas identified from each interview, together with the associated lessons.
- Experience cards - Structured cards capturing, as applicable: situation, problem, context, warning signs/cues, experienced approach, action, why it worked, lesson learnt, rule of thumb, conditions/limitations, source and thematic tags.
- Ofwat Experience Library - An Excel-based experience matrix containing the lessons list, individual experience cards and organisational knowledge cards covering cross-interview and cross-theme lessons.
- Exploitation Guide - A presentation, including screenshots or video as appropriate, demonstrating how Ofwat staff can interrogate and use the Experience Library, including through Copilot.
- Pilot Report - A Word report comprising an executive summary and detailed sections covering the introduction, approach, findings, conclusions and recommendations, together with supporting annexes.
- Final pilot recommendations - Recommendations arising from the pilot on the effectiveness of the approach, potential improvements and considerations for any future development or wider implementation.