Common use of Customer Experience Requirements Clause in Contracts

Customer Experience Requirements. 2.7.1 The overarching approach to Identity Assurance is that the service is “customer-centric” and provides customer choice in terms of who assures their identity. It is for this reason that a customer-facing marketplace of IDPs is desired, rather than a single IDP. 2.7.2 Engaging and interacting with an IDP will be a new and unfamiliar experience for many of our service users. Selected IDPs will be required to collaborate with HMG, to collectively produce an optimal end-to-end transaction which has a great user experience, is easy to understand, transparent, trustworthy, promotes and delivers channel shift and does not favour individual IDPs. Furthermore, IDPs will be required to evolve the user experience in response to iterative user testing to maximise uptake for all parties. 2.7.3 IDPs are required to demonstrate that their user interface is fit for purpose – (i.e. easy to use and trusted) and how it will continue to evolve in response to customer feedback. IDPs must demonstrate how they will capture and analyse cross-channel user feedback and the process for incorporating this into a continuous improvement cycle. If the IDP user interface is already operational they are required to report on how this has been achieved to date. 2.7.4 The user experience is likely to incorporate an element of collective co-branding; for example, a brand or logo which appears across IDP and HMG user interfaces / screens (e.g. screens presented to users) in relation to Identity Assurance. IDPs must demonstrate commitment to work with HMG on such branding and co-branding. IDPs will be required to agree to this approach as part of the evaluation process. 2.7.5 IDPs are required to demonstrate how they will engender trust and assure customers that their privacy is protected. This will include building / maintaining / demonstrating user trust and confidence in the user-facing brand while informing customers about data protection, privacy, and security safeguards built into the overall XXX process including IDP service and systems. In the event of a security breach or other issue that may undermine user trust and confidence, IDPs will need to demonstrate the proposed actions to be taken to restore user trust. 2.7.6 IDPs must demonstrate how their services provide transparent explanations to the customer throughout the process of obtaining and/or assuring an identity and how they inform customers of the IDP’s role in terms of services provided. 2.7.7 IDPs must demonstrate how they can influence customer attitudes in a way that encourages channel shift for HMG target customer segments. They must demonstrate a commitment to work collaboratively with HMG to deliver this policy aim. 2.7.8 IDPs must provide details of any marketing plans associated with delivering HMG Identity Assurance services. 2.7.9 IDPs must demonstrate how their services provide secure, attractive, simple, and efficient processes regardless of the channel used. This includes where customers are required to register with the IDP for the purpose of Identity Assurance. 2.7.10 IDPs must provide dedicated ‘help’ facilities and are required to describe their capabilities. These should include help for the full customer lifecycle, including but not limited to: ● Provision of online help (e.g. Guides, FAQ’s, live chat, etc) ● The process of retrieving a lost/forgotten/stolen Authentication ID through an online self-service facility ● The process of retrieving/reset lost/forgotten/stolen credentials ● The process of repair/restore/rebuild a damaged identity through a defined lifecycle/managed process ● Telephone/voice/real time online support ● Face-to-Face support in any transaction involving Face-to-Face interaction ● Complaints. 2.7.11 IDPs must provide details of how they monitor/intend to monitor customer satisfaction in relation to Identity Assurance. If monitoring is already taking place IDPs must provide details of the results of that monitoring. 2.7.12 IDPs must demonstrate their capability to provide services to customers with a full range of accessibility requirements. 2.7.13 For evaluation purposes, Key Criteria 5 refers (see Annex B).