Insight Report Pilot Studies

2026-11-03

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.

United Kingdom (UK)

2026-09-21