This document provides templates and guidance for evaluating a customer requirement and proposed technology solution. It includes: 1) A customer requirement template to document the problem to be addressed, work done so far, and risks to be managed. 2) An evaluation scorecard to score a proposed technology solution on a 1-5 scale based on criteria like suitability, effectiveness, feasibility, and acceptability. 3) Guidance on researching the problem through questions, stakeholder engagement, and analyzing knowledge gaps and recommendations for taking the research and solution forward.

1. Concept Paper
This describes the Customer Requirement, the Evaluation Scorecard
o Include Customer Requirement Template
o Translate R&D Criteria 1
into specific criteria relevant to the requirement
o Use Evaluation Scorecard below to score (use of) technology being
investigated on a scale of 1-5 (1=lowest & 5=highest)
What is the problem to be addressed?
o What are the issues that the project will address?
o What work has been done to date on this issue?
o See Structuring the Thinking
o Identify the issues: Issue Trees
o Understand how the issues influence each other: Systems Thinking
o What are the main risks, and how will they be managed?
Is there a clear rationale and mandate for action?
Challenge the assumptions: First Principles Thinking
Suitability Will the option address the key issues and will it be able to
deliver desired outcomes?
Rationale Is there a clear business need?
Proportionality Is the (cost of the) option proportionate to the (cost of the)
problem?
Effectiveness How well will the option address the issue or problem?
Impact Are there any unintended consequences? Are costs and benefits
equitably distributed?
Feasibility Is the option a realistic and practical possibility?
Capability Will it be possible to implement and manage the option?
Accountability Can clear accountabilities be established and aligned with
incentives?
Affordability Is there the money, and is it value for money against
alternatives?
Risk Can risks be identified and either mitigated or allocated and
1

2. managed?
Control Are there clear success measures and mechanisms for prompt
feedback and learning?
Acceptability Is the option supported by those with the authority and
influence to legitimise action?
Participation Has there been sufficient public participation and consultation in
design?
Buy-in Is there sufficient support from both internal and external
stakeholders?
Research and Analysis
What are we going to research?
What does it show? Where are the gaps?
Analysing knowledge
How are we going to plan the research?
See Planning the Project and Research and Analysis especially the Questions
What methodologies and tools will we use to carry out the research?
o See Building an Evidence Base
o Use Market Analysis
o Use Counterfactual Analysis, Forecasting, Creativity techniques
Who is going to be involved?
See Managing the Project
Who are the stakeholders and how are they to be engaged?
Who are the key stakeholders?
o What are the interests & views of each stakeholder?
o How supportive and influential is each stakeholder?
o What should be the role of each stakeholder?
o How should we engage and involve them?
o How will we communicate with stakeholders and others?
o Identify stakeholders and their issues
o Engage with stakeholders
o Develop a stakeholder engagement plan
o Encourage creativity
o Use Organisational Analysis
Recommendations
How are we going to take forward the research?

3. o See Strategy Direction Setting especially the Questions
o Use Multi Criteria Analysis
o Use Cost-Benefit Analysis
o Use Appraising Policy Options
o Use Scenario Development
o See Policy & Delivery Design especially the Questions
How are we going to take forward our work with stakeholders?
o See Managing Communications
o Draw up a communications plan
o Evaluate communications
o Prepare a presentation
o Encourage creativity