CCT492: Managing the Delivery of ISS Non Standard Service Requests

Tender description

Why the Work is Being Done NSSRs are used by ISS customers to deliver ICT changes that are too complex for fulfilment through the Service Catalogue and by their nature, are non-repeatable. They cover changes to the ICT laydown; each driven by a customer-funded demand signal. They range from simple projects, such as flood-wiring a new wing of a building, to highly complex tasks, such as the synchronised move of hundreds of personnel to/from a collection of disparate sites around the UK or overseas. Where the delivery management becomes too technical/complex for Customer Services to deliver, it necessitates a more specialist capability to fulfil this need. Problem to Be Solved ISS does not possess the in house SQEP to deliver NSSRs and relies on industry to provide a client-side, integrated management team working with Project/Programme Management and Customer Services professionals to deliver to Defence needs. Who Are the Users The user could work as a civil servant or a member of any of the Armed Services. As an Authorised Demander within the MOD, the user needs to have the ability to receive cross-tower project delivery, ensuring that all dependencies between the various delivery organisations are catered for and effectively managed through a single point organisation. The user needs to know the person who is managing this delivery and expect to have regular progress updates. In many cases, the user and the Delivery Manager will need to work together to synchronise building works (user responsibility) with ICT works (ISS responsibility). Early Market Engagement Nil Work Already Done ATFQ. Provision of a flexible and scalable project delivery service to the MOD to manage non-standard service requests (NSSR). NSSRs are changes that cannot be fulfilled via the catalogue for a defined, standardised set of requirements. Following the creation of a multiple managed service provider tower model, the MOD now requires an independent delivery team to manage NSSRs across the various delivery organisations to ensure the end customer experience for change is seamless and effective. Existing Team An interim team has been in place since August 2017 managing the more complex NSSRs comprising largely of Delivery Managers with a small number of supporting roles. Current Phase Live Work Location Primary location for team management is MOD Corsham, Westwells Road, Corsham, Wiltshire, SN13 9NR. Due to the nature of the work to be delivered, a number of the roles will need to travel across the change environment (UK only). Working Arrangments Primary location for team management is MOD Corsham, Westwells Road, Corsham, Wiltshire, SN13 9NR. Due to the nature of the work to be delivered, a number of the roles will need to travel across the change environment (UK only). Travel costs will need to be included. These will be lower of the MOD subsistent rates or receipted actuals. The team will work office hours Monday to Friday with the central management being base at MOD Corsham and delivery roles based geographically at the various locations within the UK. Security Clearance SC Minimum is required to be in place for all personnel prior to the contract starting. A proportion (c25%) of the team will need to have DV clearance to cover some of the higher classification systems that MOD deals with. Additional T&Cs Security Aspects Letter (SAL) available on request QA Conditions applicable: Concessions shall be managed in accordance with Def Stan 05-061 Part 1 Issue 6: Quality Assurance Procedural Requirements - Concessions Any Contractor working parties shall be provided in accordance with Def Stan 05-061 Part 4 Issue 3: Quality Assurance Procedural Requirements - Contractor Working Parties Copies of DEF Stans can be obtained from the UK Defence Standardisation team (see https://www.gov.uk/guidance/uk-defence-standardization ) Skills & Experience • Working knowledge of the existing DII and MODNET environments or similar government ICT networks. (10%) • Experience of delivering ICT Infrastructure projects, particularly change projects (NSSRs). (25%) • Ability to operate under a flexible workforce model. (5%) • Ability to work collaboratively with in-house MOD teams. (10%) • Working knowledge of operating within a multi supplier delivery model. (10%) • Fully mobile. Able to move between locations at short notice, possibly involving regular overnight. (10%) • Excellent communication, presentation and client engagement skills. (10%) • Organisational and Planning Skills. (10%) • Analytical and Report Writing skills, with the need to give attention to detail. (5%) Nice to Haves • Experience of improving business processes by contributing to a multi-disciplinary collaborative team. (2.5%) • Experience of articulating data sets for candidate standard offerings. (2.5%) No. of Suppliers to Evaluate 5 Proposal Criteria • Technically competent to understand, advise, manage and deliver ICT change projects and installations for data, voice and video at various security domains. (25%) • Depth of previous NSSR/Significant ICT Change experience. (30%) • Team structure, including ability to provide the required supporting roles. (10%) • Methodologies and approaches deployed for delivery management and how these meet our objectives as well as user needs. (10%) • Breadth of previous experience of change within the MOD ICT environment, particularly DII and MODNET. (10%) • Management of the programme of work. (7.5%) • Management of risks, issues, and dependencies. (7.5%) Cultural Fit Criteria • Particular emphasis on learning from experience and sharing this with colleagues to leverage wider customer and organisational benefit. (20%) • An organisational inclination to put the customer at the heart of delivery. (25%) • Collaborative by instinct. (20%) • Effective at problem solving, complaint handling and conflict resolution. (15%) • A desire to save money and create value for the taxpayer. (20%) Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range total budget for duration (not including extension options) £3.14m inc vat. lol for t&s (included within above figure) for duration £0.087m inc vat