National Image Transfer (NIT) Support Solution

Tender description

Summary of the work The primary objectives of this initiative include, but are not limited to: • Reduce the burden of support on Authority stakeholders; • Allow the ICT Delivery project teams to focus on delivering new capabilities. • Engage a supplier to transition the NIT Solution. Expected Contract Length Initial term: 2 years (with possible option to extend for a further 6 months). Latest start date Friday 1 February 2019 Budget Range £900,000 - £1,100,000. Why the Work is Being Done To provide assurance, continuity and further development of the NIT service. Other aims include: • Engage a supplier to transition the NIT Solution, and provide a set of support and enhancement services; • Integrate and exploit the Authorities existing Customer Service Centre (CSC) Service Management capability and Demand Management functions. Problem to Be Solved The lack of a long-term, dedicated 4th line support needs to be remedied to alleviate service pressures on existing ICT functions and to sustain improvements and refinements in the NIT service. Who Are the Users Our users undertake various covert activities within the secure sector (CTP and OC) of policing. Early Market Engagement N/A NOTE: The scoring mechanism for the short listing will be the 0-3 scoring guide Work Already Done Initial capabilities deployed and baselined. Primary capabilities documented and ready to handover to new developer and supplier (support for existing system). Existing Team NIT core team, including Subject Matter Experts (SME's). Small number of other external providers. Current Phase Not applicable Skills & Experience • Demonstrate expertise in successful agile delivery of digital services following best practice. • Demonstrate other software support delivery methods (in parallel with agile approaches). • Demonstrate expertise in setting up and operating complex software capability, including application maintenance and support and continuous improvement • Demonstrate expertise selecting and delivering technologies for in linking data • Demonstrate experience of working in partnership with other suppliers to deliver capabilities. • Demonstrate ability to reach into an extensive supply eco-system of niche products and skills. • Demonstrate experience of delivering in multi-stakeholder environments. • Ability to mobilise quickly following contract award • Ability to integrate with existing customer technology and services. Nice to Haves Experience of ITIL (Information Technology Infrastructure Library) methodology, processes, etc. Work Location Primarily in Birmingham but the successful supplier will need to have the capability and agreement that National travel may be required (London particularly). Working Arrangments Working arrangements will follow a hybrid approach with suppliers working on-site and remotely. On-site delivery partner resources will conform to prevailing CTP rules & procedures. Expenses will conform to CTP internal policies and will not be payable within the M25. Security Clearance Staff involved with the delivery of the Contract shall be vetted / willing to be vetted to a level commensurate with the highest Classification of CTP-related assets (e.g. information, software) to which they could have access. For this contract SC clearance will be the highest level of vetting required. No. of Suppliers to Evaluate 10 Proposal Criteria • The Authority wishes to assess your solution to make sure it is fit for purpose. Please provide an overview of your end to end solution (20 marks) • The Authority wishes to assess your approach to delivering this contract. Please describe the methodology you will use in order to achieve contractual success (20 marks) • The Authority wishes to assess your approach to delivering for the customer. Please describe how you will ensure customer satisfaction (20 marks) • The Authority wishes to assess your approach to risk this contract. Please describe how risks will be proactively managed and mitigated during the contract (20 marks) • Please describe how you will manage resources, including onboarding and offboarding of personnel, in a flexible way so as to meet the needs of the contract (20 marks) • The Authority wishes to assess your approach to service management. Please describe the level of support that comes with the solution (40 marks). Cultural Fit Criteria • The Authority wishes to assess your understanding of the organisation's objectives. Please describe how your solutions meets the core goals of the organisation (20 marks). • The Authority wishes to assess your ability to work as part of a team. Describe how you intend to work successfully with multi-disciplinary teams across different grades (30 marks) • Please describe how you will contribute to working practices that promote knowledge exchange, mutual help and support during the contract (30 marks) • Please describe the strategy and approach you will take to engage, challenge, understand, and where needed, motivate stakeholders (30 marks) • How do you propose to manage the boundary between modern digital ways of working and formal procedures and policies (20 marks. Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers 1. Question Can you confirm the location in which the work will be performed i.e. is it in Birmingham? AnswerThe work will be performed primarily in Birmingham but the successful supplier will need to have the capability and agreement that National travel may be required (London particularly). 2. Question:Please clarify the requirement for the question:"Demonstrate expertise selecting and delivering technologies for in linking data" Answer:National Image Transfer data may be extracted or utilised in line with business requirements. Data may be linked to other applications or integrated into national reporting requirements. Our supplier would need to be able to work with us to deliver solutions as necessary. 3. Question:• Who currently provides the first, second and third line support for the NIT solution?• Can you specify the nature of the work expected of the successful candidate, and the expected split between support and enhancement activities?• Will the GDS Digital Service Standard apply to any work to be undertaken under this contract? • First and Second Line Support is provided by the CTPHQ CSC. Third Line Support is provided by the current incumbent Third Party Supplier.•Provide Third Line Support by rectifying defects, actioning approved change requests, periodically updating and refreshing the solution via continued development, cascade knowledge to first and second line functions as necessary to assist with triage and troubleshooting, ensure that CTPHQ CSC representatives are involved in all aspects of support and enhancement. Expected split would be 60% towards ongoing BaU Support activities and 40% towards ongoing development roadmap and enhancement of the solution. •Not currently at this time