Home Office OSCT - Service Management & 1st Line Service Desk Provision copy

Tender description

Why the Work is Being Done The Home Office – Office of Security and Counter-Terrorism (OSCT) is looking to appoint a supplier to undertake 1st line support and Service Management of our CDS (Communications Data Service) Platform CDS Support teams provide ongoing support, maintenance and further develop communications data acquisition capabilities for the purpose of law enforcement and national security. The organisational and support model of the CDS is undergoing a significant change in structure aimed at becoming more user focused. In preparation for transition to this new service model we have specified new requirements to replace the existing support agreements and methodologies. Problem to Be Solved The CDS Platform and suite of applications is provided nationally to a number of agencies and organisations. We therefore needs to provide a 1st line Service Desk for users and contributors to access the CDS support organisation in the event of an issue or a request they may have. We also require an ITIL Aligned assurance model which includes Change, Problem management and Incident Management to assure the service is managed according to best practice and with a user focussed mindset, ensuring the service is available and fit for purpose at all times. Who Are the Users These services are consumed by Law Enforcement Agencies and Intelligence Agencies across the UK in accordance with the relevant legislation. The service being procured will also liaise with data providers such a telecoms companies technical support teams. The CDS Platform comprises of a suite of capabilities / applications ranging from workflow and case management to data mediation and management. Early Market Engagement Work Already Done The existing support teams have been operating for 4 years in their current form. In order to let this contract the transition team has undertaken a full discovery of the service "as is" and the organisational and user high-level requirements. The output of this work has been fed into this tender action and the accompanying design packs that the successful supplier will be provided with. Existing Team The existing service is delivered by two external bodies one commercial and one HMG organisation. We are looking to combine these services into the single service described in this ITT. The two existing services come to an end in 2018. The Service Management element in March and the Service Desk in May. This may mean a staggered transition. Current Phase Live Work Location The service is to be operated from the suppliers premises which must be within the UK only. There will be occasional visits to Home Office Locations across the UK but mainly in London. Working Arrangments The service will be provided from the suppliers own location wholly within the UK. The service will operate 24/7 as per the design documentation. (Out of hours requirement differs from in hours) The supplier must provide account management/Service Delivery Management resources which will act as liaison between the us and the supplier. The person(s) performing this role will attend Home Office locations across the UK (Mainly London) on a weekly basis. The Service will be inclusive of any travel or accommodation expenses which are incurred in delivering the service Security Clearance The service must be provided at SC Clearance levels as a minimum. there is a potential for DV level services to be added into the service during the contract but these elements will be small and classed as additional as and when required, Additional T&Cs The supplier must provide an ITSM toolset which meets the OSCT security requirements The supplier must have or provision access to the PSN to provide these services The supplier must provide a minimum of 2x available desk spaces for use by OSCT staff who wish or need to work from their site The supplier must provide the service with resources/staff who are ITIL foundation qualified as a minimum The supplier must provide monthly service reviews which report on the KPI's and SLA's across the entire CDS support model (KPIs within design pack) Skills & Experience ITIL Service Management Experience (Incident, Problem, Change) in a SIAM type model 1st Line Service Desk Experience Access to or be able to provision access to the PSN by the go live date Be able to provide an ITSM toolset which meets the "Official Sensitive" security requirements Have application support experience (SaaS) Demonstrable experience of running and managing CABs inc out of hours emergency CABS Be able to operate the service entirely from the UK with SC Cleared resources Demonstrable experience of managing Problem Review Boards Provide a minimum of 2 always available desk spaces with internet connectivity for Home Office Resources to use as required The SMP Provider must provide a dedicated Account Manager/Service Delivery Manager as the main relationship holder The SMP Provider must maintain all relevant forms, templates and documentation in relation to the service (as approved by the CCD). Making them available in the ITSMT. - demonstrable experience Producing comprehensive Weekly, Monthly, Quarterly and Annual service reports Experience delivering Continual Service Improvement Be able to provide a portable non geographic local rate phone number for users to call and an email address The SMP supplier should be able to demonstrate previous experience of performing Request Fulfillment and Access Management Demonstrable experience of transitioning similar services in a short timeframe. Customer satisfaction and feedback survey capability (which meets security requirement) Be able to stand up the two service elements by no later than 16/03/18 Demonstrable technical competency in Active Directory The supplier will not seek to sub-contract any part of the service Nice to Haves The Service Desk Provider are a member of the SDI (service desk institute) or other industry body Previoius experience in national security or law enforcement end user support ISO20001 Accreditation Provide service continuity as part of the service (DR/BC of the desk and SM team) Demonstrate how they would reduce incident and problem volumes Use technology and automation to improve the end user experience Deploy user satisfaction and feedback solutions as part of the service Design a service that is easily scaleable with transparent up and down pricing The ability to integrate Service Management with Agile and DevOps 3rd line models No. of Suppliers to Evaluate 10 Proposal Criteria Approach and methodology How the approach or solution meets our organisation’s policy and goal Value for money Technical solution Estimated timeframes for the work Support team structure Cultural Fit Criteria Work as a team with our organisation and other suppliers Take responsibility for their work Understand the real world benefit and impact of the service Can work with clients with low technical expertise Share knowledge and experience with other team members and support teams Payment Approach Fixed price Assessment Method Written proposal Work history Presentation Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers Budget range