Home Office on behalf of Her Majesty’s Passport-Digital Services Support Team-extended hours support

Tender description

Why the Work is Being Done HMPO’s 2020 vision moves passport applications online for the majority of customers. New online services require a robust Level 2/3 support provision. Problem to Be Solved Level 2/3 digital services support provision to be in place to meet new online service requirements. Who Are the Users As part of the Digital Services Support Team, I need to be able to confidently provide level 2/3 support to ensure the integrity and reliability of digital passport application services. Early Market Engagement Work Already Done Level 1 service desk is in place as a shared service Level 3 application support is provided by the development team Existing Team The supplier will be working with: - An existing shared Level 1 service desk - Two mixed (multi-supplier and HMPO staff) software development teams building and improving the services - The Cloud platform team (multi-supplier and HMPO staff) providing development operations support to the teams, and managing the production and pre-production platforms on which they run. The supplier will also be required to work with the other organisations (commercial and other government departments) that have interfaces with the services being supported. Current Phase Beta Work Location Initially, Clive House, Petty France, London. There is potential for remote working following completion of training. Working Arrangments We expect the supplier to : - Work collaboratively with existing cross-functional teams transforming passport application provision - Align service design and development with the HMPO strategic technical architecture and technologies Security Clearance SC Clearance is required. HM Passport Office will support the clearance process Additional T&Cs Skills & Experience Experience providing application support and fault diagnostics to public-facing web services Experience providing support to complex cloud-based applications using the following technologies: Java, Javascript (Node.js), RabbitMQ, Kibana, and Grafana. Experience providing support to services that support high transaction volumes Experience providing support to government online services meeting the Digital Service Standard Nice to Haves We want an established team who have a good working relationship – who can work well together and blend their skills set together to meet demanding objectives Proven experience of working in an agile development environment Experience providing incident support and contributing to problem management in ITIL-based service management Jenkins and/or continuous integration No. of Suppliers to Evaluate 3 Proposal Criteria Approach and methodology How the approach or solution meets user needs How the approach or solution meets your organisation’s policy or goal How they’ve identified risks and dependencies and offered approaches to manage them Value for money Evidence of ability to provide high quality professionals Evidence of ability to manage team changes (eg succession planning/substitution plan) to minimise impact on service Cultural Fit Criteria Work as a team with our organisation and other suppliers Take responsibility for their work Be transparent and collaborative when making decisions Share knowledge and experience with other team members Payment Approach Time and materials Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers Budget range