RM1043/INFO011 - REVISED TICKETING SYSTEM FOR THE QUEEN'S BIRTHDAY PARADE

Tender description

Summary of the work Deliver a secure online electronic ticketing system to facilitate all ticket applications for The Queen's Birthday Parade, the Colonel's Review and the Major General's Review. This automated system is to be a secure web based service delivered in line with GDS principles and should include appropriate support for non-digital customers. Expected Contract Length 1 year plus 1 year (option) Latest start date Tuesday 1 August 2017 Budget Range Budgetary limit for this year (Year 1) is currently £30,000 ex VAT. Why the Work is Being Done The Queen's Birthday Parade (QBP) is the major annual State Ceremonial event in June for which tickets are allocated to the Permanent Allocation List (PAL) and general public. The PAL consists of Royal Palaces, Other Government Departments including Prime Minister's Office, embassies and UK military formation HQs. On the two weekends prior to the QBP, full dress rehearsal are undertaken for which similar ticketing arrangements are made, these are known as the Colonel's Review and the Major General's Review. The seating capacity for each event is 6,500, split between the PAL and the general public and at different tickets prices. Problem to Be Solved Digitising the application process for the general public ballot whilst enhancing control of the PAL. Has to adhere to the Digital Service Standard; in particular understanding who the users are, the user journey and ensuring users succeed first time. Who Are the Users For the general public to apply for tickets. For London District to control the PAL and oversee event management. For Army HQ to provide appropriate support to London District, Media and Comms, etc. Early Market Engagement N/A Work Already Done No Existing Team London District have a team working within the Household Division who currently issue tickets to the PAL and the general public. Successful down-selected suppliers will be invited to a presentation from London District on Tuesday 13th June 2017. Current Phase Discovery Skills & Experience • Provision/management of website for ticketing process for general public to register with information and guidance provided. Website should have the facility to be linked to the official Army webpage • A mechanism for communicating the result of the general public ballot to all applicants • The ability to dynamically manage ticket allocation. For instance PAL persons have a limited time to procure their tickets after which they will be released to the general public • Capability to produce and dispatch electronic and/or hard copy tickets (options to be understood and considered) • Ability to limit touting, fraud and ticket manipulation • Booking facility within which the successful applicants and PAL persons can pay eletronically • The provider should have extensive, tried and tested experience in operating such services for large high profile events similar to this requirement • Retained Data to be secured and kept in a safe environment as well as be made available to the authorised point of contact for the Household Div on request • Cyber Essential Certified • Experience of delivering against the digital service standard Nice to Haves • Dedicated operator(s) to enable the general public to purchase tickets by phone - preferred operating hours 1000hrs - 1800hrs • Limit ticket purchases from same IP address to one transaction for THE QUEEN'S BIRTHDAY PARADE only • Applicants can register via phone • ISO 27001 certification Work Location Off-site and on-site. When on-site - London District. Working Arrangments The Supplier shall not be supervised, directed or controlled regarding how the services are delivered. The Supplier shall use its own equipment where security requirements permit and is expected to provide the services on such hours/days as required to meet any deadlines, as agreed between the Supplier and the Authority. The Supplier shall provide the necessary resources to support the Services which shall include one or more specialists in the delivery of digital outcomes. The Supplier must have the necessary office facilities to support their own off-site working. Security Clearance N/A. Security Clearance (SC) will aide on-site work where required. Additional T&Cs These MOD DEFCONs form part of this Contract: DEFCON 5J (Edn 18/11/16) Unique Identifiers, DEFCON 76 (Edn 12/06) Contractors on site, DEFCON 129J (Edn 18/11/16) Electronic business Delivery Form, DEFCON 516 (Edn 04/12) Equality, DEFCON 520 (Edn 02/17) Corrupt gifts and payments of commission, DEFCON 522 (Edn 18/11/16) Payment and Recovery of Sums Due, DEFCON 531 (Edn 11/14) Disclosure of Information, DEFCON 532B (Edn 2/17) Protection of Personal Data, DEFCON 534 (Edn 18/11/16) Subcontracting and Prompt Payment, DEFCON 566 (Edn 10/16) Change of control contractor, DEFCON 642 (Edn 06/14) Progress meetings No. of Suppliers to Evaluate 4 Proposal Criteria • A detailed project plan • A detailed resource plan • Approach and methodology - how proposal will met requirements • Stakeholder engagement • Value of Money - any additional work cost considerations Cultural Fit Criteria • Ability to work with clients with limited technical knowledge • High degree of adaptability to ensure that the product is delivered in a timely manner but with the understanding of the nature of the personalities • Transparent and collaborative when making decisions with the customer • Willingness to share technical knowledge/experience with the organisation Payment Approach Fixed price Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. Should ticketing system included payment options, hence requires transaction management? Yes 2. In the essential skills list. Retained Data to be secured and kept in a safe environment as well as be made available to the authorised point of contact for the Household Div on request? In what way access should be granted, should a reporting tool must be provided? Exports to Microsoft Excel to enable basic reports to be run in order to identify trends and provide statistics on those attending will suffice as a minimum. 3. How hosting of this system is assumed, should hosting cost be included in the proposal? Yes. Given this requirement holds PCI data that we, Army HQ, do not hold this capability. 4. Nice-to-have skills and experience requires a Dedicated operator(s) to enable the general public to purchase tickets by phone - preferred operating hours 1000hrs - 1800hrs. Will this be included in the budget range £30000? Generic support for the use of the service has been assumed within the price range. Additional telephone support between 1000hrs and 1800hrs is a nice-to-have. Additional funding may be considered based on value of money against the user's need.