FCO Consular Intelligent Client Function - Technical Architecture & Business Analysis

Tender description

Why the Work is Being Done One of the FCO’s three foreign policy priorities is to support British nationals around the world through modern and efficient consular services. Consular is delivering more services online to allow customers to access our services remotely without visiting a Consulate. The technical architecture underpinning these services has grown organically with data stored in disparate IT systems and applications. Consular requires a Technical Architecture Function to: design and support a sustainable architecture so that our technology better supports the end-to-end customer journey; produce a programme business case by December; and in parallel roll out new business critical products and services by January. Problem to Be Solved It is envisaged that the supplier will need to: • Set up and embed the architecture function within Consular, defining processes, governance and architecture tooling and maintain business, data, application, infrastructure, security and service domains; • Support and lead in developing a technical operating model, stakeholder engagement and delivery strategy, and governance aligned to the draft technical roadmap; • Support in the production of a programme business case for the transformation programme; • Analyse requirements to re-procure systems enabling proof of concepts to support options evaluation; and • Support business transformation and roll-out of business critical products or services to the network. Who Are the Users As a Consular Officer overseas, I need to have a holistic view of a consular case regardless of contact method – by phone, email or social media As a Manager, I need to make decisions through real time data. As a Technology & Transformation lead, I need to ensure that our technical architecture is sustainable and supports the end to end user journey. As a Senior Manager, I need to ensure that we make the right digital investment decisions and that we can provide accurate data about how to support British nationals abroad. Early Market Engagement N/A Work Already Done An indicative target technical architecture and IT operating model have been produced, consisting of a hybrid of SaaS products and bespoke development. Systems within the operating model based on an AWS platform include CRM, Event Messaging Service, Case Management and various business systems. The target architecture includes APIs, messaging integration and a UI to provide a consistent look and feel for users (staff). Discoveries have already been undertaken to capture user needs for different Consular case types and separately, a future telephony and contact centre solution. The team will need to consolidate this work to design the future technical architecture. Existing Team Consular's Technical Architect, Consular Head of Technology and Transformation (strategic) and Senior Delivery Manager (for delivery aspects) will be your key points of contact. Within FCO, you will be working with a range of policy, technology and digital leads across Consular, the Digital Transformation Unit, FCO and overseas network. You will also work with existing suppliers of various consular applications and stakeholders in the FCO including IT strategy leads and FCO live support and represent the programme at technical and senior governance meetings. You may also be required to facilitate demos working with external suppliers. Current Phase Discovery Work Location In normal circumstances the supplier will be required to work in London, and occasionally Milton Keynes, when collaborative working is required. Virtual working will be encouraged for non-collaborative activity. During the COVID-19 period, we have been remote working making regular contact between teams via Microsoft Teams. Depending on the evolving pandemic situation, working remotely/working from home for a sustained period of time might be required at short notice. Working Arrangments The supplier should determine how best to manage working arrangements to achieve the best outcome. In business as usual circumstances we would expect you to be able to work in the FCO at least two days a week and attend face-to-face meetings - all currently held on MS Teams. The team should be easily reachable by phone or secure email. The resource should: be collaborative, responsive and work effectively with existing suppliers and be comfortable talking to non-technical staff and senior management translating requirements into technical terms. Security Clearance All staff working on FCO premises and IT network must be at least SC cleared or capable of being cleared to SC. Bidders must confirm clearance of nominated resources. If required, FCO will initiate SC clearances. Additional T&Cs Any data in relation to work packages must be kept in the UK. ISO 9001, ISO 27001 certification must be held by the supplier by the Service Commencement date. Evidence of certification shall be required. Skills & Experience Proven track record of successfully leading and redesigning legacy IT architecture as part of a large digital transformation programme using Agile and Prince 2 methodology and user-centred design Demonstrable experience of working and understanding hybrid landscapes (SaaS and bespoke solutions) with a particular focus on designing hybrid architecture using AWS technologies Demonstrable experience of working with transactional services, APIs, and micro-service driven applications Demonstrable experience of effective collaboration between multiple product vendors and the business to align strategic, policy and technical objectives Proven track record of effectively dovetailing business, data, security, technology and service management architecture Proven track record of developing and maintaining data and security architecture strategies within a hybrid environment and managing data risks in the context of GDPR Proven track record of development and contribution to Five Case business cases Demonstrable experience of initiating and specifying requirements, reviewing user experience and project managing small IT and digital procurements to deliver value for money within short time frames Demonstrable experience of working with and understanding AWS environments, including re-platforming services onto AWS Experience of preparing project and programme documentation, and providing timely, high quality and accurate reports to the SRO, project boards and other key stakeholders and preparing papers for programme meetings Nice to Haves Experience of leading public sector digital and technology transformation programmes Experience of working with organisations that have comparable global scope and a geographically spread workforce Provide evidence of architecture team members holding AWS Professional Certifications No. of Suppliers to Evaluate 4 Proposal Criteria Technical Solution Approach and Methodology How the approach or solution meets user needs How the approach or solution meets FCO's goal Estimated time frames for the work How you've identified risks and dependencies and offered approaches to manage them Team Structure Value for Money Cultural Fit Criteria Evidence of excellent oral communications skills and ability to dissect and deliver complex and technical information and making language simple and accessible for non-technical audiences Experience of successfully transferring technical knowledge to permanent staff within the client organisation Experience of championing the value of user research, user-centred design, and evidence-based decision making Have a culture of transparency and no-blame, encouraging all to fail fast and learn from mistakes, and challenge the status quo Track record of working in multidisciplinary teams and multi-supplier environments Payment Approach Fixed price Assessment Method Case study Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers No questions have been answered yet Budget range statement of work 1 & 2 (up to end december 2020) - maximum of £700,000 total contract value - up to £2,500,000 payment approach: fixed price + t&m, each statement of work will agree appropriate mechanism.