MoJ CPP - Service Management Services('SMS')2

Tender description

Why the Work is Being Done Currently, HM Courts & Tribunals Services ('HMCTS') services are typically supported by high-volume, paper based processes. The Digital Transformation programme has several technical work-streams who's main objective is to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. The introduction of the new digital technology requires the establishment of a new technical support capability that will work with delivery teams in order to gain knowledge then take on the routine support of the new services. Problem to Be Solved Providing a Service Management Service ('SMS'), you must deliver a number of separate services. >Deliver Service Management, Product Management & IT Service Management for/to 25 existing business services & 12 new digital services. Currently we process c._3,000 incidents/month. Who Are the Users Service Management: The Service Management capability is owned by the Digital Change Directorate, working closely with existing service teams and the HMCTS Digital Change Programme to support new digital services consumed by Court Staff, users in the Criminal and Civil Justice system or members of the public. Early Market Engagement None Work Already Done To achieve 100% service availability, we set service targets to: >Provide IT_Service_Desk during core hours: 07:00-19:00_Mon-Fri >Flex resourcing to meet peak call volumes(07:00-15:00) >Respond to 100% incidents/alerts to: P1<15mins, P2<30mins, P3<1hr, P4<2 hrs Provide updates for 90% of incidents to: P1<30mins, P2<1hr, P3<8 hrs, P4<25 hrs Resolve incidents to;100% of P1<4hrs, P2<6hrs & 90% of P3 incidents <12 hrs, P4<35hrs Resolve 90% Password_reset <1hr, resolve 100% within 3hrs Respond to Management_enquiries <30 mins, resolve 90% <6hrs, 100%<12hrs Perform Application/server checks by 09:00(daily) on IT_Service_Management tooling. Deliver security patching (quarterly)+ad hoc patching on 100% of ITSM tooling servers. Existing Team The existing teams are a blend of internal staff and external contractors. The Production Services support team will work with the delivery teams, existing services support service and business staff. Knowledge transfer from the delivery to support teams has been undertaken; you may be asked to review some existing contractors with a view to retaining their services/transferring knowledge. The current capability consists of: >Service Management Lead_x1,Service Design & Assurance_x10, Service Desk analysts_x9 Change Management_x1, Problem Management_x1, Configuration Management_x1, Product Manager_x7, Service Tooling_x5 Current Phase Not applicable Work Location 2 Southwark Bridge, London, SE1 9HS (the 'Base location', although some UK Travel may be expected or 102 Petty France London SW1H 9AJ or another London office location in 2018.. The authority may consider suppliers hosting project teams at their own premises. Any benefits offered by suppliers in this scenario should be reflected in the value for money section of the written proposal. Working Arrangments Your service delivery team will initially be required to work onsite at the base location working a five (5) day week. Core support house will be 08:00 to 18:00 (Non-Service_desk roles) Monday to Friday, less Public Holidays, during which an on site presence will be required. Outside of these hours there is a requirement for an out of hours on call capability to respond to critical business services running 24/7. Security Clearance All supplier resources must have Baseline Personnel Security Check (BPSS) clearance that is dated within three months of the start date. Clearance up to SC may be required. See https://www.gov.uk/government/publications/government-baseline-personnel-security-standard for further guidance. Additional T&Cs All expenses shall adhere to the Ministry of Justice standard Travel and Subsistence policy. Expenses to Base Location of works will not be paid, nor expenses within London M25 location. All reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Skills & Experience E1)Demonstrable experience of providing a support service to Open Source & COTS software, developed & deployed by agile teams & with experience of the GDS service manual. E2)Demonstrable delivery of relevant service design & execution including Discovery tasks, Transition Planning & Interim Delivery. E3)Demonstrable experience of the deployment/management of large teams supporting 100k p/a min transaction digital production services. E4)Evidence of delivering Service Management with outcomes such as: >Managing/controlling digital technology assets, resources, subscriptions, calendar of activities/budgets >Co-ordinating internal/external stakeholders. >Setup, review/improvement of operational methods/facilities/tooling. E4_cont)>Agile test strategies, behaviour driven development & interpreting outputs to determine service readiness >Introducing new digital live services, including integration with existing capabilities & the retirement of legacy systems. E5)Evidence of delivering Service Design with outcomes to: >Service requirement/user story gathering >Service modelling/designing service support models to GDS Standards >Designing/documenting service support processes with associated ITSM toolset requirements. E5_cont)>Service/Operational Level & Operational Working Agreements & KPI's >Engaging delivery teams early to provide support requirements into technical product development & conducting assurance during all SDLC stages. E6)Evidence of delivering Service Design Assurance/Release outcomes to achieve; >Engaging delivery teams early to provide support requirements into technical product development & conducting assurance during all SDLC stages. E6_cont)>Transitioning software from agile_delivery projects to GDS standards >Collating supporting artefacts, interpreting test evidence/identifying risks >Release management of Cloud hosted/web app_services >Managing Knowledge Transfer from delivery to BaU. E7)Evidence of having worked successfully in organisations working to a DevOps ethos thus demonstrating an exellent appreciation of cultural challenges inherent in organisational/technical change & fast release cycles. E8)Evidence of Platform Management delivery inc conducting/recording routine am maintenance checks of all environments on various hosting platforms and taking appropriate action to rectify or escalate issues. E9)Evidence of Patch management delivery including responding to zero day exploits/emergencies. E10)Evidence of delivering end to end ticket & incident ownership/management including liaison/interfaces with other support teams. E11)Experience of business process mapping and transformation (process and technical) E12)Experience of ITSM tooling support. E13)Agents of relevant experience with:->Architecture & tooling design/development/delivery >ServiceNow >Atlassian_Data_Ctr (JIRA/Confluence & Crowd) >Linux commandline, remote server_mgt. (SHH/tunnelling) >Java/Ruby/Python scripting & front-end web development (HTML/CSS/JS) >APIs >Zabbix. E14)Agents of relevant experience with:->Supporting cloud hosted web applications >Providing a single point of contact for diverse internal & external, professional/public user groups. E14_cont)>Recording incidents & requests & responding to automated monitoring alerts >Routing to support teams & third parties >Communicates progress & resolution in line with Service Level Agreements. E15)Agents of relevant experience with:- >Change Management >Problem Management >Asset & Configuration Management >Service Reporting & continued service improvement. WEIGHTING:- E1=3 E2=3 E3=3 E4=1 E5=1 E6=1 E7=3 E8=3 E9=1 E10=1 E11=1 E12=1 E13=1 E14=1 E15=1 Nice to Haves No. of Suppliers to Evaluate 5 Proposal Criteria R1) Service_Delivery:- Detail your methodology for the operation of the Service Desk -address relevant service design & execution including Discovery tasks, Transition Planning & Interim Delivery R2) Service Delivery:- Detail your approach for the administering ITSM tooling/providing ITSM Tooling Support. R3) Service Delivery:- Detail your approach to/for transition & release management. R4) Service Delivery:- Detail your approach for communications/interfaces with other teams (including but not limited to Service Management & Operational Teams). R5) Service_Delivery:- We require you to undertake Service Design & to operate to a principle of continuous improvement of service & process. How would you deliver this ? R6) Service_Delivery:- Describe your approach to identifying future support volumes, scaling resource to meet delivery deadlines & any required changes to teams/skills mix. R7) Case_Study:- Provide up to 3 client-focussed case-studies for equivalent services. Cross-reference your proposed delivery methodology to key case-study elements to demonstrate applicability/evidence likely contract delivery/performance quality. R8) Case_Study:- You must confirm that you would be willing to arrange a clarification session with any given case study client if required. R9) Case_Study:- Please identify proposed team member(s) (if any) that were part of the delivery team in the Case Studies provided. R10) Service_Sustainability:- Confirm commitment to providing high calibre substitutes/replacements within 2_weeks of notification. Detail, in terms recruitment/screening processes the manner in which you will ensure provision of suitable Agents. R11) Service_Sustainability:- We require your commitment to/affirmation that you will give due consideration to the incorporation of existing key team members into your service where reasonable & practicable. R12) Service_Sustainability:- Detail the manner in which you will manage the addition, rotation & replacement/substitution of Agents without reducing team velocity & whilst minimising knowledge loss. R13) Service_Sustainability:- Detail the manner in which you will ensure Agent retention, & minimise Agent churn. R14) Commercial:- Detail any value-add that has not been detailed in earlier answers & that you propose to deliver in terms of general benefit & cash value equivalent. R15) Pricing Submission:- Complete the provided sheet (to be provided on shortlisting). Assessment will be evaluated as per evaluation criteria %. (Lowest Price/Supplier Price) * 100 and published weighting applied. R16) Evidence your ability to stand up your proposed team by a) Providing CV’s for your team and b) Confirming their availability for the contract start date. WEIGHTING:- R1=6.5 R2=1 R3=3 R4=3 R5=3 R6=6 R7=6.5 R8=0.1 R9=0.1 R10=3 R11=0.1 R12=2.7 R13=3 R14=1 R15=See text R16=1 Cultural Fit Criteria C1) Communcation_Culture:- Detail your approach to interfaces & communications/problem solving in terms your interaction with multi-vendor teams across projects/locations (including but not limited to Service_Management & Operational Teams). C2) Collaboration_Culture:- Explain how you propose to ensure that you collaborate at all levels of project/programme delivery eg between users, project team members, & management. Give examples for each Agent. WEIGHTING:- C1=3 C2=2 Payment Approach Time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers Budget range our target average day-rate is £580.00 the guideline team size for the initial sow is as per the existing team entry above.