RM1043/CCT782 Operational Service Management (OSM) Partner (Develop)

Tender description

Why the Work is Being Done A new Operational Service Management OSM function, currently outsourced to a prime supplier, needs to be developed & replicated in-house before the current contract expires – the OSM Programme at ISS is taking this forward. The OSM construct ensures that IT services are delivered effectively and efficiently across Defence using a suite of interrelated management processes (SIAM) to realise coherent delivery and reporting across a multiple Managed Service Provider (MSP) landscape. There will be a phased transition period to enable standing down of the current provision and standing up of ISS internal or contracted capability without loss off BAU tempo. Problem to Be Solved A range of outputs will be required to transition from an outsourced model to a new in-house operating model: professional SIAM insights delivered to mature current understanding and to enhance OSM planning; completion of discrete work identified within the TOM to resolve identified enabling gaps; a plan for knowledge transfer to prevent future contractor dependence; maturing inputs to the service life cycle from an operate perspective to deliver greater service assurance as new services go Live; key enabling artefacts matured (e.g. Service Management Framework) to enable the delivery of BAU within the future landscape, with appropriate governance oversight. Who Are the Users ISS Service Operations is the user: Delivery of key change work supporting the fielding of new tooling - Phases 1, 2, 3 Contribution to planning and delivery of assurance of Services into Live - Phase 2 Insights delivered across OSM related to operational ‘doing’ and strategic ‘coherence’ - Phases 1, 2, 3 Service management processes aligned and legacy ways of working across processes removed - Phases 1, 2 Reporting requirements defined to enable clarity of supplier reporting - Phase 1 CMDB content developed and refined - Phases 1, 2 Plans for knowledge transfer to Authority refined - Phases 2, 3 Early Market Engagement Work Already Done An interim Target Operating Model (TOM) has been completed and more detailed TOM work is ongoing to define changes required to deliver OSM BAU whilst exiting the current contractual arrangements. The OSM Partner will arrive in an operational business that has a maturing understanding of the detailed future operating model and what change needs to be affected to achieve it. Existing Team The OSM Programme was established in Nov 18 - there is no incumbent within the OSM Partner role. This is a new role made up of 3 elements subject to separate contracts to cover: 1. Designing the TOM; 2 Developing the TOM recommendations to implementation; 3. Operating in accordance with the TOM. This contract broadly applies to developing the TOM recommendations to implementation. The programme reflects the projects that sit on the critical path to delivery of an in-house capability, with manpower drawn from a contractor resource and Crown Servants. The OSM Partner will report to Head Service Performance. Current Phase Beta Work Location The work will take place at the ISS Corsham, MOD Corsham, Westwells Road, Corsham, SN13 9NR Working Arrangments Work will be at ISS Corsham. Working accommodation for the team will be found onsite, as close to the workings of the core OSM Programme as is possible. Whilst flexible ways of working are encouraged, contractors will be expected on site for at least 4 of the 5 days in each week. This is to enable face to face discovery work and the provision of advisory services as required. IR35 does not apply to this engagement Security Clearance Suppliers will be expected to hold SC clearance at contract award. Additional T&Cs Suppliers must use CP&F or be prepared to sign up to the tool. Travel and Subsistence will be paid in accordance with MOD policy. For phase one limit of liability (LOL) of £30,000 ex VAT For Phase 2 subject to approval there is a LOL of £75,000 ex VAT for phase 3 subject to approval there is a LOL of £13,000. DCPP RAR-YDR957R will not form part of shortlisting process. Completion is required at Stage 2 if a bidder is unable to meet the standard an improvement plan will be required a Cyber Essentials Plus certificate will also be required.. Skills & Experience Demonstrate a thorough understanding of SIAM Operational Service Management within a complex MSP environment. 20% Demonstrate the ability to analyse challenging service management issues in a BAU environment. 10% Demonstrate a detailed understanding of service management tooling. 10%. Demonstrate detailed experience of fielding service reporting frameworks. 5% Demonstrate thorough understanding of driving the service life cycle to ensure service assurance is maintained into Live services. 10% Demonstrable experience of defining SIAM requirements for MSP onboarding. 10% Knowledge of CMDB design and implementation. 15% ITIL L3 foundation as a minimum for contractors. 5% Nice to Haves 1. General experience of working within or across governments departments and agencies within a service management context. 5% 2. Awareness of the application of service ownership within a service management context. 5% 3. Experience of government IT transformation projects and disaggregation post 2013. 5% No. of Suppliers to Evaluate 3 Proposal Criteria The proposed solution and its coherence with OSM Programme business outputs. 40% The proposed approach & methodology. 10% Estimated timeframes for the work and a high level plan. 15% Identified nature of risks, dependencies and approaches to managing them. 10% Team structure, quality and experience of team members. 25% Cultural Fit Criteria Work as a team with our organisation and its suppliers. 10% Take responsibility for defined work outputs and be accountable. 10% Share knowledge and experience with other team members as a vehicle for mentoring and growth. 20% Challenge the status quo and question. 10% Ability to work in a high tempo, pressured environment. 10% Willing to reach across perceived hierarchies. 20% Strong stakeholder awareness and management skills. 20% Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers Budget range £2.74m (excl vat) over 24 months. current funding has only been secured for phase 1 end date 31.3.2020 for £622k (excl vat) and a separate limit of liability of £30,000 for travel and subsistence. phase 2 (subject to financial approval) date 01.04.2020-31.03.2021 (12 months) up to £1.725m and a separate limit of liability of £75,000 for travel and subsistence (excl vat) phase 3 subject to financial approval date 01.04.2021 - 31.10.2021(7 months) up to £274k with a separate limit of liability of £13,000 for travel and subsistence (excl vat).