IPT L2/L3 Live service support /change

Tender description

Why the Work is Being Done The Immigration IT Portfolio is delivering around 70 projects which impact over 20,000 Home Office staff and millions of customers worldwide; building a range of internal and public facing digital immigration services to our customers. We require a partner to provide interim Level 3 application support for these digital services. Our medium-term plan is to create and build an in-house capability, we are therefore looking for a partner who can transition the service and knowledge to this capability. Specific skills required are live support services, as per ITIL processes, and as set out in the GDS Service Manual (https://www.gov.uk/service-manual/the-team/set-up-a-service-team#the-service-team-you-need-in-each-phase). Problem to Be Solved The IPT Digital Services currently receive L3 support from the development partners who are building the solutions. As more products and services go live, there is a need to ensure that development effort is maintained, and 'business as usual' Level 3 support is provided by a more sustainable and economic arrangement. Whilst the Home Office has an in-house live support team, this does not currently support digital applications, and until the Home Office develops its medium term permanent capability, we require a supplier to provide B.A.U. Level 3 support and transition knowledge and support processes from the established development partners. Who Are the Users People from overseas who want to come to or stay in the UK who are accessing digital immigration services. Home Office Staff who need to make decisions, share information or process applications, who require level 3 application support Early Market Engagement Work Already Done The Home Office IPT Programme is continually developing new services for both external and internal users, which are being developed using AGILE methods (including the Agile product release phases). These services are currently receiving Level 3 support from the application development partners. The requirement is therefore to transition the support of these products from the Application development partners to the new L3 application support provider Existing Team The existing team is a multi-disciplinary agile delivery team, made up of product/service managers, business analysts, developers and design professionals.This team is a mix of customer, contractor and third party partner providers Current Phase Live Work Location Metro Point, Croydon. May require travel to other Home Office locations on request. Travel expenses are not payable within the M25 Working Arrangments The L3 service is required Monday - Friday 09:00-17:00. (and outside these hours for P1/P2 incidents) The specific application services that the L3 provider will support are: - Shared Service Bus (manages the flow of transactions between different systems) - In-Country fulfilment (provides a Biometric Residence Card - BRP - to people who wish to come to the UK for longer than six months) - ARC (identification card for Assylum Seekers, pending the decision on their case). Annual business volumes: -In-Country BRP - 40,000 -ARC - 48,000 -out-of-country BRP - 370,000 -ICFN Legacy card service (being decommissioned) - 326,000 Security Clearance Service Provider personnel need to be compliant with BPSS as a minimum, and CTC clearance if working in Home Office buildings. Depending on the nature of the role, if escalated and/or privileged access is necessary then there may be a requirement for SC clearance, which suppliers will need to obtain. Additional T&Cs This contract will probably be deemed outside the intermediaries legislation (IR35) but could be affected by factors outside HO control. HO assumes no liability and will grant no guarantee of status. The Buyer shall have no right to, nor seek to, exercise any direction, control, or supervision over the Supplier in the provision of the services. The Supplier shall endeavour to co-operate with the Buyer’s reasonable requests within the scope of the services, however it is acknowledged that the supplier shall have autonomy over their working methods Skills & Experience Experience in L3 support services to meet the Digital by Default Service Standard https://www.gov.uk/service-manual/service-standard/report-performance-data-on-the-performance-platform Defined, scalable and repeatable operating model which not only safeguards service support, but protects resource allocation Experience in providing timely investigation/escalation and resolution of issues to ensure these are iteratively improved utilising insight, customer feedback, analytics and other data sources Experience in creating effective knowledge articles and work instructions to assist the L2 provider with a "Shift Left" approach, freeing up available resources to concentrate on more compex tasks Experience of balancing live support requirements with change to ensure product is fit for purpose and operationally relevant Experience in definition of (and obtaining stakeholder buy-in to) service definition and delivery approaches Nice to Haves Demonstrable experience of providing L3 support in multi-team agile delivery programmes Experience in working in government in within a similar context Demonstrable experience of providing visible, confident and inspiring day-to-day leadership, delivering and empowering others to execute activities Evidence of investment in staff in the form of training and development plans mentoring and other career opportunities and FTE turnover No. of Suppliers to Evaluate 5 Proposal Criteria Demonstrate responsibility for delivery and ongoing management of L3 support for high-qulity digital products/services Demonstrate approach to knowledge management/knowledge creation and skills transfer in a comparable L3 setting Value for money Illustrate core team skills/strengths, including CVs of key personnel Demonstrate understanding of L2/L3 support boundaries, and how L3 can support "shit left" principles of continuous service improvement Demonstrate experience of managing L3 ITIL processes within an Agile delivery project environment and experience with supporting other IT development approaches (e.g. Waterfall) Domain knowledge of Home Office business requirements and issues Cultural Fit Criteria Approach to service readiness Approach to stakeholder management Approach to developing a One Team approach Approach to the development of client capability Approach to people development Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers Budget range £4 - £4.9m