Home Office - Technical Service Catalogue Development

Tender description

Why the Work is Being Done The Home Office Technical Service catalogue is not at the maturity level required. This has impacted our ability to effectively communicate our Service provisions to the consumers across the business. In order to address the issue, Home Office require to build Technical Service catalogue to enable the Infrastructure and Platforms (I&P) portfolio to offer a creditable and mature service. Problem to Be Solved The supplier will need to: • Document the taxonomy of the current state and required technical services. • Gap analysis against Technical Service requirements (Best practice) vs. Current state – Highlight recommendations. • Indentify roadmap stages to deliver these Services against best practice recommendations. • Agree to use standard templates to capture information. The template must consider future service additions and provide process mechanisms to facilitate updates. • Document service definitions. • Development of a baseline Technology Service Catalogue for the I&P portfolio Who Are the Users HO DDaT Portfolios, Live Services and I&P require documentation of the technical service offerings within I&P. This will enable effective communication and understanding of technical service provision, how they are used, levels of quality expected, ownership and fulfilment SLA’s across Home Office. Early Market Engagement None. Work Already Done High level discovery meetings have been conducted by internal teams to collate taxonomy of products and services provided. This list is not definitive but gives the supplier an indication of the magnitude of work. It should be noted that work is already been carried out to document the Technical Services for Home Office Data Centres. This documentation needs to be embedded into the overall Technical Service Catalogue. Existing Team The supplier will be primarily working with I&P and Live Services teams across the Croydon estate. There will be ad hoc requirements to attend other sites across London and Manchester. Current Phase Not applicable Work Location Home Office London – Croydon (Primary location) Ad –Hoc requirements to travel to sites across London (Marsham Street/ Hendon) and Manchester (Soapworks) Working Arrangments This is envisaged as a fixed price engagement with agreed outputs. It is expected that much of this will be achieved working on-site with I&P and Live Service. Normal operational hours of Monday to Friday 9am to 5pm Security Clearance All staff must hold or be prepared to undergo SC Security Clearance to operate on this project. Additional T&Cs Stnadard DOS terms. Skills & Experience Provide evidence of demonstrable ServiceNOW experience of delivering a Technical Service Catalogue in a commercial or government environment. Demonstrate in-depth technical understanding of a wide range of infrastructure products and services with the ability to translate information in catalogue entries. Evidence a deep understanding of IT Service Management/ Operation skills and capability requirements. Provide evidence of relevant previous experience, methodology and processes followed to deliver a Technical Catalogue. Nice to Haves Show experience of working in a challenging and complex public sector environment with regularly changing priorities. Evidence a strong knowledge of and experience working with IT support services within the public sector Provide details of previous experience working in large scale disaggregated support model which uses and engages with multiple 3rd Party Suppliers. Demonstrate previous experience, methodology and processes followed to deliver a Technical Catalogue. No. of Suppliers to Evaluate 5 Proposal Criteria Methodology & Approach Outline project plan Mobilisation Proposed Catalogue Format and Scope Proposed level of details to be captured for catalogue & business rationale Integration of the Technical Service catalogue as part of a ServiceNow based solution Quality & Experience of Resources Cultural Fit Criteria Demonstrate an open and collaborative team approach Provide evidence of flexible working practices Evidence a commitment to team working Demonstrate the ability to contribute to an evolving organisation which has a number of areas that is transforming and improving. Payment Approach Fixed price Assessment Method Written proposal Work history Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range c£900k over the contract.