Solution and Technical Engineering Support for Technology Platforms for Tomorrow (TPT) Programme

Tender description

Why the Work is Being Done The Technology Platforms for Tomorrow (TPT) Programme is deploying a corporate technology overhaul across the Department, which will impact circa 29,000 staff. We are delivering a modern Windows 10 OS with O365 and associated collaboration tooling. The programme is also replacing the Department’s legacy application estate end user device estate, including replacing the mobile phone estate with modern smartphones. In order to support the above TPT requires a supplier to provide a range of technical engineering support services to underpin and maintain the new infrastructure and support its transition into live service. Problem to Be Solved Support is required to enable TPT to deliver key project such as Windows 10 evergreen build, O365 and Mobile projects and (using tools such as SCCM, MDM, SCOM and Airwatch) through the following: 1) Creation of operational manuals, processes and procedures. 2) Provision of technical support and trouble-shooting including 24/7 coverage. 3) Provision of problem management. 4) Integration and transition of monitoring and tooling to teams and transition into live service. 5) Integration with Service Now and CSOC. 6) Provision of wireless design and implementation across sites. Additional support is required across Active Directory and server Infrastructure within DDaT. Who Are the Users All Department staff (circa 29,000) will receive new or upgraded technology across eight diverse business areas, i.e. Borders, Immigration Enforcement, Crime, Police and Fire Group, Capabilities and Resources, etc. New platforms and infrastructure are being introduced across the Home Office estate and will require technical support and engineering expertise in order to meet users’ needs, remain operational, fix faults and deliver into live service. DDat (CTI) is tasked with designing and delivering wireless networks across Home Office sites, using wireless management tools, managing and maintaining Active Directory and the server infrastructure across the estate. Early Market Engagement TPT is an ongoing Programme delivered by the End User Compute and Collaboration department within DDaT Enterprise Services. TPT has been delivering new technology, tools, software and hardware across the estate since 2016 including a major technology refresh project beginning in October 2017 and a number of core third party services contracted in 2016/17. The existing End User Compute environment is currently managed by dedicated programme managers and technical third-party managed service suppliers working across three main projects (Windows 10 Build, O365 and Mobile). The new supplier will need to support TPT in delivering the projects and its Business Case objectives. Work Already Done Technical engineering and support is currently provided by mixed teams of permanent and contractor resources and third-party suppliers across a range of EUC services, devices and infrastructure. Tools currently used within TPT include MDM and Airwatch (for mobile), SCCM and SCOM (for Windows 10), Solarwinds (server Infrastructure) and Nexthink (EUD device reporting and monitoring). Existing Team The Supplier will be responsible for providing technical engineering and support to the existing Windows 10, O365 and Mobile projects in addition to supporting the TPT Service Transition Manager. The supplier will be required to engage with a range of third party suppliers re EUD products, Testing (TDCS) and Live Services teams re transitioning services to a live environment and with the Software Asset Management (SAM) team to effectively manage third party licence agreements associated with hardware and software that is being supported. Current Phase Live Work Location Work will be carried out from a Home Office location primarily in Croydon, South London. Working Arrangments The supplier will be required to collaboratively work on site (5 days per week to allow sufficient stakeholder engagement and support to be provided). Supplier costs must be inclusive of all expenses. Supplier will be required to use MS Project Online to provide time sheet information to I&P Finance on a monthly basis. The new supplier will be required to report to the TPT Programme Manager (or delegated representative), work collaboratively with live services representatives and report progress to the TPT PMO. Security Clearance All staff must have SC level security clearance prior to starting work. Staff not in current possession of SC security clearance must be willing to undergo SC security clearance. Additional T&Cs • Statements of work will be agreed periodically with the supplier on a fixed price, capped, or T&M basis with agreed deliverables. • The Home Office will use the standard DOS 3 contract terms. Skills & Experience Demonstrable experience providing dedicated 24-hr technical support and third-line problem management across a range of EUC platforms (including Windows10, Office365, Mobile (iOS and Android, via Airwatch) within the last 12-months. Have demonstrable experience of using specific tools to manage EUC infrastructure including Nexthink, Palo Alto, SCCM, SCOM and Airwatch. Have demonstrable experience in creating operational documentation, policies and procedures for Service management and transition to live service. Have demonstrable experience of the design and build of network infrastructures and data centres within the last 12 months. Good knowledge of Wireless technologies, design and deployment Have demonstrable experience of delivering data centre and networking platforms, specifically wireless networks. Have demonstrable experience of delivering infrastructure changes within customer change control processes. Have demonstrable experience of providing Active Directory and server engineering support, migration of users and distribution of software for servers across managed server estate. Have demonstrable experience of designing and implementing back up regimes for managed servers across platforms such as VMWare, AWS and Azure. Nice to Haves Experience in skills and knowledge transfer of core infrastructure projects. Account management able to provide summaries and clarity over day to day activities for Programme Managers. Have demonstrable experience of working within a central government environment. No. of Suppliers to Evaluate 3 Proposal Criteria Team members and experience Team Structure Mobilise team Flexible resources Approach and methodology Value for money Cultural Fit Criteria Ability to function effectively and collaborate in a multi-supplier environment Working successfully in complex public sector organisations Approach to proactive issue management, problem resolution and improving ways of working Payment Approach Capped time and materials Assessment Method Written proposal Reference Presentation Evaluation Weighting Technical competence 45% Cultural fit 5% Price 50% Questions from Suppliers No questions have been answered yet Budget range