Service Management Design for HMPPS Electronic Monitoring Programme

Tender description

Why the Work is Being Done The Authority is working with 4 suppliers to deliver an integrated solution for the provision of Electronic Monitoring of offenders in England and Wales. As well as transitioning from legacy RF devices the programme will deliver new GPS devices for location monitoring. Responsibility for IT Service Management is distributed between the different suppliers with additional oversight and end to end governance owned by the Authority. IT Service Management Design resource is being mobilised to define the end to end service management model and manage the production of service management designs, processes and other artefacts. Problem to Be Solved For IT Service Management, the Design team needs to; - Ensure that there is a cohesive and optimised model for IT Service Management, - Assure the service management functions being established by the suppliers, - Assure the plans for establishing a central service desk, - Define the processes to be managed by the Authority, and - Aid the Authority's operations team in mobilising a managed IT Service Management function for managing the ongoing live IT systems. Who Are the Users The goal of the programme is to : - Replace the existing curfew tag provision with current technology which can support equivalent services at reduced costs. - Introduce new GPS monitoring capability to improve range of subject monitoring and drive greater efficiency and effectiveness. - Introduce a new case management system and portal that is accessible to business users. - Build a robust and scalable operational service that is able to accommodate other tags and types of electronic monitoring in the future. - Optimise benefits to be derived from the four selected suppliers as well as from the collective whole. Early Market Engagement Work Already Done The project is already at a stage where the EM operating model and business requirements have been defined and the infrastructure and applications are partly delivered. An amount of change is being managed to accommodate recent changes to the suppliers and some new business requirements. Extensive testing will be initiated and in the meantime the service management functions will be set up. Existing Team Service Management Design will reside within the Design Function - a small team comprising of technical, business and security architects and analysts performing both a design and design assurance function - whose responsibility it is to define technology and business architecture, assure deliverables from Lot suppliers, govern design activities across the programme, and ensure the combined offerings form a high quality, integrated solution which meets needs and expectations of the MoJ. The Design team will also work closely with other functions such as standards and assurance, implementation management, commercial, business change and PMO. Current Phase Not applicable Work Location 102 Petty France, London Working Arrangments We require personnel reside within the MoJ offices, with flexibility for remote working, whether that be on the suppliers' premises or elsewhere. Security Clearance SC Clearance Additional T&Cs Skills & Experience Have demonstratable experience providing both IT Service Architecture and Service Design services. Have the ability to provide personnel with extensive experience in IT Service Design. Have excellent knowledge of and experience in adopting industry best practice ITIL processes. Have strong, practical experience of IT Service Management tool suites (such as Service Now and Remedy) Have demonstrable experience of designing Service Management systems and processes in large Government departments or other large organisations. Have the ability to provide personnel with operational IT Service Management experience. Have demonstrable experience of providing or managing outsourced Service Management services in a multi-supplier environment. Have experience in developing, implementing and testing BCDR plans. Have experience of developing and negotiating SLAs and OLAs. Have familiarity with relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, Information Assurance policy. Have experience in the development and maintenance of mapping of complex business processes Have proven ability to manage and lead 3rd party suppliers. Have proven ability in building and maintaining strong positive relationships with Stakeholders to understand short, medium and long term needs. Be skilled and experienced in the creation of high-level Solution Designs and Business Impact Assessments Have a broad IT background, with exposure to applications, infrastructure, and call centre environments. Nice to Haves No. of Suppliers to Evaluate 3 Proposal Criteria Complete and send, by 9am 6th September, the following document: https://docs.google.com/document/d/10h-UOvoasPYBih24ql15DsHBhmnCY1k_QPfrwG0bd_E/edit?usp=sharing The suggested immediate solution, and how it meets the Programme's needs. The ability to efficiently respond to flexes in the Programme's needs. Value for Money. The ability to maintain quality and speed of delivery. The suggested approach for ensuring knowledge transfer is conducted. Cultural Fit Criteria Rapidly learn and adapt to changing technologies, policies and business drivers. Work within challenging time frames and levels of uncertainty to deliver fit for purpose solutions. Able to work in a multi-supplier environment. Strong interpersonal, written and verbal communication skills. Ability to interact effectively with business and technical staff. Skilled in dealing with challenging stakeholders. Ability to establish close working relationships with other MoJ teams and the EM suppliers. Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range