IT Service Transition, Management, Delivery and Digital Commercial Specialist Support

Tender description

Why the Work is Being Done Highways England’s IT Directorate (ITD) is transitioning from a SIAM Tower Model to a more agile partnering approach, including potential to develop 2020 and increase in-house capability. Various IT Service contracts making up the corporate IT services are expiring over the next 12 months. The first is the SIAM contract which is being disaggregated and requires transition of various service elements to a new supply contract(s) and/or inhouse, the primary one being the Service Desk (due to transition mid-February). This includes the early implementation of ServiceNow by mid-January, forming the basis for the service management of a number IT services. Problem to Be Solved Support transition of various SIAM Tower Model contracts to new dis-aggregated services against an aggressive delivery timescale and move to a more agile partnering model to support digital, data and technology services, with no impact to existing delivery of IT corporate services. There is currently limited service transition, service management, delivery management and digital commercial capability available within Highways England. Who Are the Users As a user of IT corporate services, I should see improvements in the delivery of the following services (not exhaustive): • Service Desk • Service Management e.g. self service • Applications packaging, migration and decommissioning services • Solution and technical architecture support • Technical Engineering support • Workplace services • Data insight work through better data analysis/exploration tools So that we can meet Highways England’s delivery imperatives for the Road Investment Strategies 1 & 2. Early Market Engagement There has been no market engagement. Work Already Done Service Desk and Service Now implementation work packages are at the early stages of procurement. Limited work has begun in alignment with the agile partnering strategy and detailed scoping of other tower contract requirements with the intention of tendering is underway. Existing Team Small internal HE team. This contract needs to support the existing IT Directorate Strategy & Commercial function. The supplier will be responsible for providing service transition, service management, delivery management and digital commercial capability. This capability will be require engagement and collaboration with SRO (Technology Strategy & Commercial Director), the IT PMO, commercial function, IT Service Operations and a range of third party suppliers (delivering a range of core services under the tower model). This will include provision of performance and cost information to the IT PMO and Finance Business partner. Current Phase Not started Work Location Highways England, The Cube,199 Wharfside Street, Birmingham, B1 1RN is the primary location, but depending on the level of capability offered by the supplier and to ensure the most efficient delivery and value for money Highways England will consider other locations and has offices around the UK. The expectation though is for an integrated delivery team based in Birmingham. Working Arrangments The supplier will be required to work collaboratively which means working on site (5 days per week to allow sufficient stakeholder engagement and support). Supplier costs must be inclusive of all expenses. Travel and Expenses will be paid at the normal Highways England Policy. The supplier is expected to stand up a team made up of the specialist skills required (service transition, service management, delivery management, digital commercial capabilities) to deliver the outcomes (as outlined in the summary of work below). Security Clearance Baseline Additional T&Cs Highways England will use the standard DOS2 contract. Skills & Experience Delivery of IT service transition projects within complex environments against aggressive timescales, whilst overseeing disaggregation from legacy supplier’s (2%) Overall planning for service transitions and co-ordinate the resources for delivery of migration of existing tower contracts to a new agile partnering contract with minimum disruption of IT services (2%) Delivery of IT service management capability as well as ensuring effective business relations are maintained across both IT and wider organisational teams as services are transitioned to new suppliers (2%) Delivery management capability for effective delivery of complex, high risk services (2%) Strong communications skills to support the effective delivery of the new services and business engagement with large numbers of end user’s (2%) Demonstrate experience of digital/technology commercial partnering and development of these through contracts and/or frameworks (2%) Nice to Haves Experience in skills and knowledge transfer of service transition, service management, delivery management and digital commercial skills (1%) Account management to new supplier’s (1%) Have demonstrable experience of matrix-managing a multi-disciplinary programme team within the last 12 months (1%) No. of Suppliers to Evaluate 4 Proposal Criteria Team members and experience Team Structure Mobilise team Flexible resources Approach and methodology Value for money Cultural Fit Criteria Function effectively and collaborate in a multi-supplier environment Working successfully in complex public-sector organisations Approach to proactive issue management, problem resolution and improving ways of working (3%) Share knowledge and experience with other teams Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range highways england anticipates the total cost for service transition, service management, delivery management and digital commercial capability to be in the following range for 12 months (january 18 to december 18) £400,000 - £600,000. this is based upon benchmarked costs from existing suppliers providing similar levels of technical resources at sfia levels 4 & 5.