IT Service Management design service for the HMPPS Electronic Monitoring Programme (EMP)

Tender description

Why the Work is Being Done MoJ is working with 4 suppliers/Lots to deliver an integrated solution for the provision of Electronic Monitoring of offenders in England and Wales. The Lots will be delivering a number of applications, systems, networks, and other IT infrastructure to support the service. Responsibility for IT Service Management is shared between the different Lots with Lot 1 taking the lead, managing the central service desk, running the managed hosting, and co-ordinating a number of the ITIL processes. MoJ will assure and manage the performance of the Lots' IT Service Management functions and take responsibility for a subset of the ITIL processes. Problem to Be Solved Most of the activity will be completed by the Lots themselves, but the Authority needs to ensure that there is a cohesive and optimised end to end management model, assure the service management processes being set up by the Lots, assure the plans for establishing the various service desks, 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 the live operation. The previous team that delivered this service were made up of 1.5 team members. 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 the range of subject monitoring and drive greater efficiency and effectiveness. Introduce a new case management system and portal that is accessible to all 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 the benefits to be derived from each of 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 work has also been completed on the service management design, but the work has not been completed and in any case the programme is currently going through a cycle of change to accommodate the recent introduction of a new tag provider and a refresh of the business requirements. When the new service is ready extensive testing will be completed and in the meantime the service management functions will be set up. Existing Team The resources being deployed to fulfil this requirement will operate within the programme's overall design team (infrastructure, applications, processes and security) , which is a small team of 6 personnel. The general responsibilities of the team are to define the technology and business architecture, assure deliverables from the various Lots, govern all design related activities across the programme and ensure that the combined offerings form a high quality, integrated solution which meets the needs and expectations of the MoJ and its stakeholders. Externally the Design team will build close working relationships with peer groups in the supplier organisations. Current Phase Not applicable Work Location 102 Petty France, London Working Arrangments Personnel will be resident within the MoJ offices but there will also be some remote working, either on the suppliers' premises or at home. Standard working hours will apply, with some level of flexibility. Security Clearance SC Clearance Additional T&Cs Skills & Experience *See Q&A* Have demonstrable and recent (within 3 years) experience of designing Service Management systems and processes for large Government departments *See Q&A* Have demonstrable and recent (within 3 years) experience of setting up effective operating models, governance and performance management for IT service management in multi-supplier environments. Have access to and competence in the use of service managment design methodologies and artefacts, owned and maintained by the supplier, to accelerate the work on the programme Have proven strong practical working knowledge and experience of setting up IT Service Management tool suites based on Service Now. Have demonstrable and recent (within 3 years) experience of developing and negotiating SLAs and OLAs to achieve quality targets, drive the right behaviours and support continuous improvement Have demonstrable and recent (within 3 years) experience of assuring and testing third party BCDR plans. Have proven knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT (Data Protection Act, Information Assurance policy) and setting up suitable governance to ensure compliance. Nice to Haves No. of Suppliers to Evaluate 3 Proposal Criteria Level of experience Level of expertise Value for Money. The ability to maintain quality and speed of delivery. The suggested approach for ensuring knowledge transfer is conducted. Cultural Fit Criteria Able to work in a multi-supplier environment. Skilled in dealing with challenging stakeholders. Able to work in small teams and demonstrate pragmatism without impacting quality Work within challenging time frames and levels of uncertainty to deliver fit for purpose solutions Ability to flex the size of the team at relatively short notice and ensure continuity of knowledge and methods of working at all time. Payment Approach Fixed price Assessment Method Written proposal Case study Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range