CPG/3012/2018 Supporting the delivery of two global Emergency Travel Document Centres

Tender description

Why the Work is Being Done One of FCO’s three Foreign Policy Priorities is to ‘Assist British people living, travelling and working around the world when they are most in need’. We issue over 30,000 Emergency Travel Documents (ETDs) each year to British people overseas who lack a passport. Pilots since November 2017 have shown that we can process ETD applications and issue ETDs remotely. We now want to create two global ETD centres to give customers a more flexible, modern service, ensure robust decision making, and provide greater operational efficiency. We look for the bulk of the programme to be delivered by summer 2019. Problem to Be Solved We need the specialist skills to establish two global ETD centres, including managing logistics, staffing, office set-up, courier services etc. We need business analysis and technical capability to develop a new consular digital application that helps staff identify particularly urgent ETD applications and improves workflow. We also need additional capability to develop our existing digital applications and systems to support delivery of customer-facing processes eg appointments booking and notification systems. We need business analysis skills to complete and deliver our Target Operating Model, to monitor processes, to measure impact and report on the benefits realised by the global ETD centres. Who Are the Users As a consular staff member I need to be able to access, prioritise and process ETD applications and all their supporting documentation online, interview customers remotely, then print and courier ETDs to customers or enable colleagues in consulates close to the customers to print and hand over ETDs. As a consular customer, I need to be able to apply for an ETD, pay for it and upload all my supporting documentation and photo online, then take receipt of the ETD either by courier or at my nearest consulate. Early Market Engagement Not applicable. Work Already Done The ETD Improvement Programme has enabled online customers to complete their applications and upload photos and supporting documents digitally. It has streamlined processes for staff in some British Consulates. Two pilot hubs in Europe have tested the processing and issuing of ETDs remotely. Staff also trialled new processes, remote interviewing and courier services. Our Target Operating Model for the global ETD centres is under development, building on the experience of the pilot. A project implementation plan has been designed. Some staff are already being recruited for the first global centre. Existing Team The supplier will need to work with the Consular Technology and Transformation Team , the FCO Digital team, and with stakeholders from throughout the FCO's overseas network and in IT, Human Resources, Finance and Estates management departments. The supplier will also need to collaborate and coordinate with the FCO's existing suppliers of component IT systems Casebook, BRIDGE, ETD Online and Consular Integration Service . Current Phase Beta Work Location FCO, King Charles Street, London SW1A 2AH Working Arrangments Core team onsite/available 3-5 days a week, to participate in team and wider meetings, including Programme Boards, and to collaborate and consult with stakeholders. There may be a requirement to work 5 days a week ahead of the establishment of the first centre. Other team members to be brought in as required. Security Clearance We require the relevant supplier team member(s) before they start work to achieve SC clearance with FCO; or to have applied for SC clearance with the FCO where we reserve the right to terminate the contract if the lack of SC clearance with the FCO compromises performance of the contract. Additional T&Cs Not applicable. Skills & Experience have experience of engaging with and influencing senior stakeholders across the client organisation, attending boards, presenting and representing the Programme, so as to achieve necessary approvals. have experience of producing and updating at pace high quality programme documentation, including the programme plan and risks, issues, assumptions and dependencies for agile delivery. have experience of managing and co-ordinating project delivery activities to time, quality and cost. have experience of managing external suppliers’ delivery into the Programme. have experience of developing organisational design for a global customer-facing operation including confirmed To-Be models. be skilled in benefits realisation, including managing benchmarking, benefits monitoring and measurement of impact of business change. have experience of identifying and documenting new functional requirements for the required solution, validating and prioritising those requirements and tasking suppliers and developers with them. have experience of supporting development of operational guidance and procedures. have experience of supporting acceptance testing of delivered solutions. have experience of providing architectural direction, leading technical resources, providing technical direction and assurance to supplier organisations; defining technical and non-functional requirements for solutions; ensuring programme adherence to architectural blueprint. have experience of reviewing and validating supplier design artefacts. have experience of liaising with IT security advisors on accreditation activities for new solutions. have experience of creating Project Test Strategy and Plans, co-ordinating testing activity; creating test scenarios and scripts. have experience of assuring testing by suppliers; coordinating acceptance and business end-to-end testing. have experience of managing solution defect logs and status of remediations. have experience of supporting defect fixes and triaging of defects. have experience of supporting continual improvements as prioritised on the backlog provided through feedback from the business. be skilled in scaling up a logistics model so that it can support global operations. have experience of developing training strategy and training materials for staff in a global operations centre. have experience in leading and facilitating workshops to support organisational design and process-mapping. Nice to Haves demonstrate experience of setting up a global operation and managing its logistics. deliver training to staff at global operations centres show experience of supporting a client to produce and deliver a communications strategy and action plan aimed at internal and external audiences No. of Suppliers to Evaluate 5 Proposal Criteria Technical solution Approach and methodology How the approach or solution meets user needs How the approach or solution meets your organisation’s policy or goal Estimated timeframes for the work How the bidder has identified risks and dependencies and offered approaches to manage them Team structure Value for money Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Have a no-blame culture and encourage people to learn from their mistakes Take responsibility for their work Share knowledge and experience with other team members Be comfortable standing up for their discipline Be able to translate their technical expertise into language that is accessible to the client. Challenge the status quo Payment Approach Time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range £340,000 to end of this financial year (end of march 2019). £640,000 to end of the following financial year (end of march 2020)