IT Service Transition Support

Tender description

Why the Work is Being Done In line with wider HE strategy, ITD has been running an IT Contract Replacement Programme to move away from its current technology focused contractual arrangements with its IT service providers, to a ‘lines of service’ approach. Our objective has been to implement a new partnering approach by having a ‘strategic’ partner(s) client-side providing both technical support and capability building, and a number of specialist ‘delivery’ partners on a call-off contractual basis. There is a significant amount of work to do over the next 12-months to continue requirements gathering, Business case creation, market engagement, procurement, and transition to new service arrangements for a new of individual technology focused services. Problem to Be Solved We need to transition various IT Model contracts to new dis-aggregated services to ensure continuity of service. Who Are the Users As a user of IT corporate services, improvements are expected in: Application Migration and Cloud Services Support Contact Centre Telephony Corporate Telephony Connectivity Services Managed Print IT Service Desk Applications Maintenance and Support Applications Development Other IT Contracts that are due for renewal during the period. Early Market Engagement None. Work Already Done The ITCR Programme has been operation for 24 months, it is well established and delivering tangible results, the key aspect is the continuation of this Programme for the next 12 months whilst Highways England decides to and prepares to in-house, as appropriate. Existing Team Small external team. This contract needs to continue the work already commenced and support the existing IT Service Operations. The supplier will be responsible for providing service transition, service management, delivery management and digital commercial capability. This capability will require engagement and collaboration with SRO (Service Operations Director), the IT PMO, commercial function, IT Procurement, IT Service Operations and a range of third party suppliers Current Phase Live Work Location Highways England, Lateral, 8 City Walk, Leeds, LS11 9AT Working Arrangments The supplier will be required to work collaboratively which means working on site (at least 3 days per week to allow sufficient stakeholder engagement and support). Supplier costs must be inclusive of all expenses. Travel and Expenses will be paid at the normal Highways England Policy. The supplier is expected to stand up a team made up of the specialist skills required (business case creation, service transition, service management, delivery management, digital commercial capabilities) to deliver the outcomes (as outlined in the summary of work below). Security Clearance Baseline Additional T&Cs The evaluation criteria will be scored as follows: Weak 1-4 Little evidence that the proposed approach has been influenced by experience on other projects Fair 5-7 Adequate level of evidence that the proposed approach has been developed as a result of successful experience on other projects Good 8-9 Substantial evidence that the proposed approach has been developed from other projects using formal continual improvement processes Excellent 10 Substantial evidence that the approach has been developed using continual improvement processes, which are routinely used to develop approaches and deliver the objectives successfully on all projects. Skills & Experience Delivery of complex IT service transition projects/contracts within large and complex environments against aggressive timescales, whilst overseeing disaggregation from legacy supplier’s Overall planning for service transitions and co-ordinate the resources for the delivery of a migration of existing tower contracts to new agile partnering contract with minimum disruption of IT services Delivery of IT service management capability as well as ensuring effective business relations are maintained across both IT and wider organisational teams as services are transitioned to new suppliers Delivery management capability for effective delivery of complex, high risk services Strong communications skills to support the effective delivery of the new services and business engagement with large numbers of end user’s Demonstrate experience of digital/technology commercial partnering and development of these through contracts and/or frameworks Nice to Haves Experience in skills and knowledge transfer of service transition, service management, delivery management and digital commercial skills Account management to new suppliers Have demonstrable experience of matrix-managing a multi-disciplinary programme team within the last 12 months No. of Suppliers to Evaluate 4 Proposal Criteria Team members and experience Team Structure Mobilise team Flexible resources Approach and methodology Value for money Cultural Fit Criteria 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 Share knowledge and experience with other teams Payment Approach Capped time and materials Assessment Method Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers No questions have been answered yet Budget range the total cost for service transition, service management, delivery management and digital commercial capability to be in the following range for 12 months (april 20 to march 21) £700,000 - £800,000,