Operations Centre Resource: PS-16-243

Tender description

Why the Work is Being Done In line with government policy, the Agency has set out to transform its ICT estate to a digital, cloud hosted, open source, multi-supplier environment within a cloud-hosted environment to deliver a transformed ICT estate and reduce total cost of ownership. This request is to support the DVLA pipeline of work providing Operation Centre resource as a service that will supplement the existing DVLA resources. Problem to Be Solved In order to support the pipeline of work the level of in house expert knowledge needs to be supplemented in order to continue support the delivery of the pipeline and enablement of the in-house team. The initial commitment is for 4 Operation Centre resources (1 per shift) to be provided preferably by 3rd January but no later than 16th January 2017. The contract will also be able to provision for a further 6 resources over the life of the contract to be provided as and when required. Who Are the Users Multiple internal and external customers. The resources will be required to supplement the existing Operation Centre community staff. The Operation Centre resources work to support a set of products and systems in order to maintain the availability of the IT service experienced by end users. Each call off will be supported by a predefined Statement of Work which will define individuals outcomes and success criteria. Requirement to be able to sift CVs and conduct telephone interviews. Early Market Engagement Work Already Done Existing Team A team of in-house Operations Centre resources exist. This resource will bolster current skills on an as needed basis with an initial commitment for 4 (1 per shift) resources to be provided preferably by 3rd January but no later than 16th January 2017. The contract will also be able to provision for a further 6 resources over the life of the contract to be provided as and when required. Current Phase Beta Work Location DVLA Morriston, Swansea, SA6 7JL Working Arrangments This role is required to cover services on a 24x7 basis via a shift rota over a 365 day period. Security Clearance Must be SC Cleared and be able to evidence. Additional T&Cs T&S charges only apply for staff that commute over a 75 mile journey in each direction. This is based on the distance that would be reasonable to expect a person to commute to the principal location(s). T&S is only applicable at the following maximum rates (excluding VAT): i. For T&S including travel but no overnight stay: Suppliers plain day rate plus £45.00. ii. For T&S including overnight stay: Suppliers plain day rate plus £90.00. Suppliers will need to be available for telephone interviews between 28th-30th December. Skills & Experience Works within shift team as established systems/product specialist (detailed knowledge of configuration of interlinked systems, implementing technical changes, building software regimes, contributing to service development) to support end users. Manages systems within SLA/KPI, proposing, defining improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis. • Establishes working relationships with the customer and operational units, understand the requirements or the customer business needs to deliver and enhance the service. Understands how issues impact the service. Recognises and reports opportunities to team manager and other relevant parties for additional business. Experience of the following areas is mandatory, with Vendor accredited standards being highly desirable: Excellent analytical and problem solving skills Good customer service skills People Management Communication skills Strong ITIL framework background. Nice to Haves ServiceNow – ITSM Toolset Unix skills Mainframe skills Wintel skills Experience of Incident / Problem solving Knowledge of Release / Change process Working in a Technical Support/Operations role No. of Suppliers to Evaluate 10 Proposal Criteria Approach and methodology How the approach or solution meets user needs How the approach or solution meets your organisation’s policy or goal Cultural Fit Criteria Ability to encourage efficient communication and continuous improvement Supporting enablement of in-house development capabilities, engaging with staff and creating an environment of knowledge sharing Payment Approach Capped time and materials Assessment Method Written proposal Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range £600 per day (net) plus t&s