Discovery and Development of a Customer Platform Pilot to support Fish Farm Licence Determinations

Tender description

Why the Work is Being Done Part of the Digital Transformation Programme within SEPA. Intention to prove the benefit of a Customer Platform Solution at a corporate level within the organisation. This is a key component within our new architecture and helps support a number of key projects as part of the One Planet Prosperity Strategy identified by Senior Management. We intend to evaluate the customer plaform by designing and developing a pilot solution around the determination of new and existing Marine Caged Fish Farm licences, and to have this in a potentially shippable state subject to business decision. Complements Digital Licensing Beta work. Problem to Be Solved Stakeholders in SEPA permitting services have identified a number of desirable, cross cutting capabilities from 'painpoints' surfaced during Discovery work. The Fish Farm application process, proposed subject of the pilot, reflects these issues: Inability to track progress of interactions with/within SEPA. Fragmented often manual approach to allocating tasks, recording decisions, notifications. No facility for customers to electronically upload and share large data files; supporting manual processes are complex and time-consuming; We don’t know everything we should about the customers we're engaging with. Duplication in contacting same people on multiple occasions; not knowing who to contact; limited visibility of previous interactions Who Are the Users As an operator I want to apply online, electronically upload large files/documents, track the progress of my application; As a senior, co-ordinating site officer I want a space to share documents, track progress of an application determination, allocate tasks, send notifications, record decisions, configure workflow; As a Scientist I want a space to share documents, pickup and record completion of tasks and store determination outputs; As a manager I want to monitor the performance of application determination against service levels; As an enterprise architect I want a system to integrate with legacy systems and comply with my target enterprise architecture Early Market Engagement There has been early engagement with the marketplace primarily to obtain very rough estimates around the effort and costs of the pilot project for budgetary purposes. For all suppliers involved in the pre market exercise, they were given likely candidate scenarios that a customer plaform could help support and an initial Customer Platform Capability Document that was underpinned by our new Corporate Enterprise Architecture. These documents will be supplied to any prospective supplier as part of this procurement exercise. Work Already Done This pilot is seen as building upon and complementing work already undertaken or in progress: - Scottish Government - Digital Licensing Discovery (Common Service Pattern); - SEPA Digital Licensing - Household Sewage Application (Alpha 2 and Beta) & Radioactive Substances Notifications (Beta); - SEPA Enterprise Architecture - Capability Modelling; - SEPA Customer Platform - Capability Modelling Scoping; - SEPA Digital Licensing - Radioactive Substances Notifications and Aquaculture Discovery work (business process, user research, service design). Also SEPA Customer Platform - pre-procurement discussions (scenarios document, pre-procurement brief) Existing Team The current team within SEPA consists of; project manager; senior business analyst; systems analyst on a full time basis; with input as required from; enterprise architect; solutions architect and data architect from within SEPA. A Business Product Owner will be embedded within the team as the Pilot Project is underway with a variety of Subject Matter Experts available to the team as and when required. It is expected that the successful supplier will embed consultants and or analysts on site within the team as part of their own inital investigations. Current Phase Alpha Work Location The bulk of the work will take place in; Angus Smith Building, 6 Parklands Avenue, Eurocentral, Holytown, North Lanarkshire, ML1 4WQ. Due to the nature of the scenario for the Pilot, it is expected that work will also be carried out at; Dingwall Office. Graesser House, Fodderty Way, Dingwall Business Park, Dingwall, IV15 9XB as this is where the bulk of Marine Caged Fish Farm licences are determined. Other SEPA locations may be used as work locations for the pilot but will only be used on an ad-hoc basis. Working Arrangments We would expect that a core team of consultants or specialists embed and co-locate within the current SEPA Customer Platform Team, to enable skills and knowledge transfer and to engage with the Subject Matter Experts. The expectation is that the co-location should be for a minimum of 3 days a week. While we don't necessarily expect the suppliers 'development' staff to be co-located 100% of the time, there should be some element of co-location for a portion of their time on the project. The actual level of co-location is to be agreed as part of the procurement exercise. Security Clearance Baseline Personnel Security Standard (BPSS) Additional T&Cs The contract will be governed under the jurisdiction of Scot's Law and will therefore adopt relevant alternative clauses specified in Part C, schedule 10, Part 1 'Alternative Jurisdictions' of the Digital Outcomes and Specialists 3 Framework Agreement Call-Off Contract. Skills & Experience Describe provision of a multidisciplinary team, colocated in Angus Smith Building (Holytown) to include the following disciplines; user research & discovery, service design, front & back end development & integration. Confirm ability to begin work by the latest start date as described in our completed requirements template Provide evidence of user focused design and agile methodologies from your previous digital delivery work. Provide evidence of delivering a digital service in compliance with the Scottish Government’s Digital First Service Standards (https://resources.mygov.scot/standards/digital-first/) or GOV.UK’s Digital Service Standard. Provide examples of where you have successfully developed and delivered a customer platform solution demonstrating case management, customer relationship management, contact management and document upload capabilities. Provide details of having delivered a solution that promoted and proved significant channel shift from a manual to electronic capability. Provide evidence of your previous work that consumes and delivers data using a variety of API’s to and from legacy systems. Provide evidence of compliance with Data Protection Act2018 relating to processing personal information & 'Privacy by Design ' approach to designing systems. Provide evidence of understanding of requirementsof Cyber Essentials. Provide evidence of having delivered a Customer Platform Solution that was subsequently extended or re-used for related services, or other business areas, within the same organisation or wider network. Provide examples of successful design and delivery of loosely coupled, component based or micro services, technology projects involving complex integration. Indicate your experience in developing assessments of suitable technical solutions available to customers (e.g. developing a technical options appraisal) while being cognisant of technical architecture constraints Nice to Haves Provide details of previous experience in working with other public sector agencies, in particular environmental related bodies. Provide examples of previous work in delivering digital licencing solutions. Provide evidence of developing robust business justifications in support of your clients. Describe your capability in respect to project sprint planning and risk management in an agile and digital delivery environment. No. of Suppliers to Evaluate 3 Proposal Criteria Degree to which the proposal demonstrates underlying understanding of requirements& user needs. Evaluation of the proposed team structure in respect of level of resourcing, roles, experience and skills. Demonstration of Realistic High Level Plan for Delivery or schedule within proposed timescales. Quality of the Risk and Quality Management systems employed by supplier. Quality of technical solution: explanation of technical components& how they solve the business problem in support of pilot scenario including quality of explanation& visualisation (e.g., diagramming) employed within the proposal. Description of product technical features or control mechanisms under proposed solution that ensure compliance with statutory& industry best practice information security governance requirements (e.g. Data ProtectionAct2018, HMG SecurityPolicyFramework, GovernmentSecurity Classifications) Degree to which the proposed solution is compliant with the following design requirement - predominantly Cloud Based Degree to which the proposed solution is compliant with the following design requirement - configurable, Off the Shelf Measures in proposal that ensure system remains performant. No undue degradation of response time or throughput associated with e.g., increased numbers of concurrent users or management of large data files Description of scaleability of solution in handling increased user workload from initial team of @12 staff to potential maximum 1000 (50-100 concurrently) and of associated implications for subscription model/licensing costs Description of the 'out of the box' operational service levels for reliability (availability) supported in the proposal defined for example in terms of overall system availability and maximum outage periods "Description of how solution supports measures ensuring robustness of service in: Cultural Fit Criteria Provide an example of where you’ve had to modify your approach when dealing with changing, uncertain requirements or organisational resistance. Ability to engage with technical and non technical staff from a wide range of stakeholders. Provide examples of where you have worked with internal staff to mentor and effect knowledge transfer. Demonstrate that your staff show the following collaborative characteristics; transparency, self-organisation; taking responsibility; team-working; no-blame. Explanation of how your staff can join an existing team and quickly get up to speed in terms of understanding subject domain and delivery. Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers Budget range £100,000 excluding vat