Home Office Live Services Programme - Expert Risk Management

Tender description

Summary of the work The work will include: Discovery and As-Is documentation, To-Be modelling, gap-analysis, framework and operating model developed, supporting processes developed, metrics, coaching and mentoring, transition to BAU management. Definition of toolset requirements; Requirements and User Stories captured, engage development, testing and go-live Reporting progress to PM and providing presentations to stakeholders Expected Contract Length Estimated five months Latest start date Wednesday 27 September 2017 Why the Work is Being Done In order to in-source IT Service Management, (Live Services, (LS)), Home Office has launched the Live Services Transformation Programme to introduce improvements and move the LS organisation towards its Future Operating Model, (FOM), which will be ITIL compliant and aligned to SIAM The Service Management Improvement, (SMI) project will deliver improvements across seven workstreams: 1. Risk Mgt, 2. Service Governance, 3.Service Reporting & Service Level Mgt, 4. Service Portfolio Catalogue Mgt, 5. Service Knowledge Mgt, 6. Business Engagement and 7. Service Mgt Ways of Working A supplier is required to work on workstreams no.1 Risk Management Problem to Be Solved To enable and embed effective Risk Management across Live Services, by providing the following: As-Is assessment, To-Be design, framework and operating model, metrics and processes including process interfaces across workstreams. Future toolset requirements to be documented (toolset being developed in ServiceNow). Development Objectives for staff will be delivered through training and coaching The scope of the project includes the workstreams detailed in section 5 appropriate coordination and collaboartion is expected to ensure delivery Who Are the Users Live Services provide IT through approx 500 Home Office Live Services staff. The IT Servces Provided by LS Service Managment & their Suppliers are consumed by >30,000 HO user. The workstreams defined within the project will provide uplifted, ITIL compliant, capability (aligned to SIAM) to enable Live Service staff (approx 400) to deliver to CMMI Level 2. Early Market Engagement Nothing relevant Work Already Done The Project is defined by a PID. Work-Packages (WP) describe the proposed works in more detail. The WP for Risk Management will be made available for short-listed suppliers A Subject Matter Expert has conducted a review of BAU Risk Mgt practice, and created some processes and collateral (off-tool). The technical development of a Risk Mgt toolset in ServiceNow is starting the Phase 1 Development. The work in this ITT will document phase 2 requirements using User Stories Existing Team The initiation phase has been managed by two Subject Matter Experts, (SME). A Project Manager, (PM) has been engaged to manage delivery of some parts of the workstreams. Other SMEs and PMs are managing other projects within the overall Programme The supplier's team will be managed by the existing PM. The supplier will be expected to engage with other project teams, SMEs and BAU resources Current Phase Beta Skills & Experience • Extensive experience of working in a service based, ITIL environment • Experience is designing and implementing Risk Mgt models, frameworks and processes • Experience in driving /transforming Risk Management maturity capability with teams • A track record of delivering change; coaching and mentoring BAU resources • Strong stakeholder management • Experience of working in the public sector / government department Nice to Haves • Experience of defining toolset requirements; requirements capture and User Stories • Experience with the ServiceNow application • Previous experience of supporting major business change within a large organisation • The flexibility to work effectively in a rapidly changing and developing environment Work Location Home Office, 2 Marsham Street, London, SW1P 4DF - Apollo House, 36 Wellesley Road, Croydon CR0 9YA Working Arrangments Other teams/stakeholders might be identified at other locations. Engagement with BAU resources, practitioners and senior mgt, is key to delivery The supplier shall be available at HO on a regular basis and should expect to use Apollo House, Croydon, from September Charges will be inclusive of all expenses for work conducted within the M25 motorway. Such expenses for travel outside of the M25 shall be charged to the Customer without margin as incurred and will be arranged at the lowest logical cost Where such travel is anticipated the supplier shall provide the Customer with prior notice for approval Security Clearance Suppliers' resources must be SC cleared. This requirement will apply to any staff working on this proposal whether they attend on-site or not Additional T&Cs Standard contract T&Cs will apply No. of Suppliers to Evaluate 4 Proposal Criteria • Proposed solution, approach and definition of deliverables • Approach and methodology • Provision of success criteria and metrics to measure the supplier's delivery • How the approach or solution meets user needs • How the approach or solution supports the organisation's goal (aligned to SIAM) • Estimated timeframes for the work • Service mgt/ITIL/SIAM expertise • Provision of identified risks and dependencies and mitigaton • Team structure • Value for money Cultural Fit Criteria • Experience in Public sector, UK Gov environment • Ability and track record of working as a team within customer organisations • Evidence of a transparent and collaborative approach • Evidence of a no-blame culture and encourage people to learn from their mistakes • Flexibility and willingness to absorb some additional effort/costs Payment Approach Fixed price Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers 1. Do you have an expected cost/budget range for this piece? It is anticipated that a Subject Matter Expert, (SME) would be required full-time (1.0 FTE) with a part-time (0.5 FTE) Business Analyst resource. The SME would be responsible for influencing senior stakeholders, initiating work, ensuring/assuring progress and advising how a risk management capability can be developed and embedded.The BA would be responsible for enabling progress by applying analytic expertise, modelling options and assisting the SME by completing documentation.The work is estimated to take 5 months, or around 100 elapsed days 2. 1. Is it intended that risk management will be embedded across the SIAM layer and also within suppliers or is the focus upon SIAM and ensuring that the central IT team manage suppliers effectively? 1. Response: Risk Mgt capability will be deployed across Live Services (LS) which will incorporate the SIAM operation. We anticipate that the enhanced capability will drive improved process and standards up to the supplier interface. Best practice will be demonstrated to suppliers, however the client will not be able to require suppliers to improve their processes due to the existence of commercial agreements although these may change over the medium term. It should be noted that other work to develop Service Management capabilities will be proceeding in tandem with the work on Risk Management. 3. 2. Are you working with any other Departments to share best practices in respect of embedding IT Risk Management at the moment? 2. Response: The requirement is to deliver a tangible improvement to LS Risk Management maturity - no other departments are formally in scope. By developing an enhanced approach to Risk Management and embedding this in the LS Business As Usual teams, it is expected that further maturity can be achieved over the short to medium term after this project work has been completed. LS capability is informed by an over-arching Risk Mgt strategy owned by Home Office Digital, Data and Technology (HODDaT) and therefore developments in LS must be aligned where appropriate. 4. 3. For the current state maturity assessment, could you provide a high level overview of the existing in scope IT teams and environments? 3. Response: Live Services support circa~600 core business services and has circa~300 staff. The IT estate serves a large spectrum of Business Service Portfolios providing services to support circa 30,000 users. The LS business areas in scope included Service Management, Service Design, Architecture and Transition, Service Operations (including in-house support teams), Technical Support Services (TSS), Service Integration & Assurance, and Business Management.