End to End Service Management Design

Tender description

Why the Work is Being Done ARP is delivering the replacement of the Airwave mission critical communications service to all ambulance trusts in England. The current phase of work includes the replacement of the Integrated Communication and Control Systems in all English and Welsh Ambulance Trusts, the replacement of in vehicle mobile data terminals with a new national mobilisation application and the provision of mobile broadband to all ambulances in England. A service design needs to be developed and implemented for these services. Problem to Be Solved ARP has procured the replacement services in a disaggregated model, specifically different contracts have been let for elements including the software, hardware, networking, hosting, support services and a service desk. An overarching service design and ecosystem is required that provides a seamless experience to the Ambulance Trusts. Who Are the Users The ARP Team requires a Service Delivery Lead supported by additional Service Design Architects that enables the delivery of a seamless service, which complies with ITIL V3. The ARP suppliers need a service design that enable them to deliver the elements of the service that they have been contracted to deliver and that defines how these elements interact with ARP, Trusts and other suppliers. The ARP service team and Ambulance Trusts need specialist support during the initial implementation of the service design. Early Market Engagement Work Already Done High Level Service Design in place and a number of high level processes are in draft. Contract in place with a service desk provider however the delivery of which is in the design phase. Existing Team 2 x central service mgrs, 2 x regional service mgrs, 2 x project mgr Current Phase Discovery Work Location London, Barnsley and Corsham Working Arrangments Primarily on site (4 days per week) Security Clearance Additional T&Cs Skills & Experience Experience in designing a seemless service that is made up from elements provided by a range of different suppliers Experience of working with ITIL v3 Nice to Haves Experience of working within a emergency service environment No. of Suppliers to Evaluate 10 Proposal Criteria Approach and Methodology Team Structure Cultural Fit Criteria Approach to effective, transparent and cooperative working practices with the Authority Payment Approach Time and materials Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers Budget range £250,000-£300,000