Customer Engagement Programme- HMRC Professional Services

Tender description

Why the Work is Being Done The Contact Engagement Programme is a strategic initiative run by Customer Services Group Chief Digital Information Office to implement a new Contact Centre Telephony Service with new suppliers and capabilities whilst transitioning and exiting away from an incumbent managed service Contact Centre platform. Problem to Be Solved The services, capabilities and products are new to HMRC meaning that some of the required skills and experience are not readily available in-house. In order to assure a low risk approach to the implementation, HMRC are deploying multi disciplinary project teams made up on internal and external resources to ensure the right mix of skills and experiences to deliver the programme. Whilst it is critical for the programme to deliver on time and to budget, HMRC also want to ensure the appropriate knowledge and experience is transferred to internal HMRC resources to support the capability maturity of internal staff and the on-going management of the service during its contract life. Who Are the Users N/A Early Market Engagement N/A Work Already Done The programme is in the delivery phase. Existing Team The new supplier will be working with HMRC resources, along with new and incumbent service providers, and also other professional service suppliers. Current Phase Beta Work Location Trinity Bridge House 2 Dearmans Place Salford, Manchester UK M3 5BS Working Arrangments The supplier will be required to co-locate with the existing platform teams, mixed teams comprising both internal staff and other contractors, 5 days per week. Travel will be required to other HMRC Delivery Centres. No additional expenses chargeable to HMRC for travel or accommodation in agreed base office locations per SOW. We expect the successful supplier to provide upskilling/knowledge transfer to permanent staff to increase the maturity of the internal capability. Security Clearance Must have BPSS before employment commences and resources come on site Must be SC eligible. SC process can start after employment commences. Clearance costs to be met by supplier Additional T&Cs https://www.gov.uk/guidance/terms-and-conditions-of-digital-marketplace-frameworks Skills & Experience Programme–Enabling solutions to be built which are production ready and can be integrated within the HMRC estate in accordance with the required standards. Experience in designing and implementing large scale transformation, experience of SaaS telephony platform services implementation, experience of programme wide testing design, implementation and management, experience of running Agile programmes. Telephony – Focusing on the implementation of a new set of cloud telephony capabilities and products from the new supplier (Odigo), whilst transiting and exiting the incumbent supplier (KCOM). Experience in design, build, exit and transition of Cloud based Telephony Contact Centres Advisor User Interface – Focusing on the implementation and on-going development of Pegasystems products across the contact centre. It will involve working with internal HMRC staff and directly with Pegasystems Experience in design, build and test of Pegasystems products Digital Engagement Platform – Will focus on optimisation of Nuance DEP products to support the wider channel shift ambition. It will support the design and roll out of Nuance products Experience of the design and implementation of the Nuance Digital Engagement Platform including webchat, virtual assistants, and asynchronous messaging Reporting – Focusing on the initial phase of design and implementation of MI, BI and Analytics. The phase will focus on Contact History and support the new Telephony platform Evidence of the ability to scale up and down according to the demands of the programme from a single resource to a multiple team assignment Experience of design and implementation of MI, BI and Analytics using Microsoft products including Power BI Evidence that the HMRC will not be subject to a minimum utilisation level Evidence of the ability to unwind engagements within a short timeframe Evidence of the provision of best resources for the role not the people ‘on the bench’ Evidence of skills transfer within a client aimed creating long term capability Nice to Haves Public Sector Experience Experience of Capgemini Odigo Experience of Capgemini Nuance products Experience of Capgemini Verint products Experience of Pegasystems Managing work allocation using Jira/Confluence No. of Suppliers to Evaluate 3 Proposal Criteria Accountability- Demonstrate how you as a supplier have been fully accountable for delivery of a project or outcome and successfully delivered to specification, time and with value for money Accountability- Demonstrate how you as a supplier have been fully accountable for operating/running a service to agreed service levels and standards Accountability- Demonstrate as a supplier how you have taken remedial action where outcomes have not been to agreed standards Agility - delivering iteratively and incrementally within a context of evolving requirements following SCRUM and Kanban approaches Knowledge embedding- Making knowledge capture and sharing part of day to day activities Knowledge embedding- Ensuring successful handover at any required stage of a project or a service Delivering business value – making sure business requirements are understood, validated via positive challenge and delivered against while understanding the value being generated (i.e. business intent) Innovative thinking – think outside the set of existing organisational constraints to arrive the most appropriate and efficient route to deliver desired outcomes MVPs – effective definition and delivery of true MVPs that shorten time to delivering business value Reusability by design – ensuring solutions are formulated from reusable capabilities as well as ensuring new capabilities are reusable Simplicity by design – a clear focus on producing and positively challenging solutions to be as simple as possible Design for minimising build and run costs Responsive mobilisation – ability to resource work and start delivering in 2-3 weeks Enough capacity to ensure supplier can cope with demand, in the specified locations Enough depth and breadth of capability across the supplier resource pool, in the specified locations Supplier teams are expected to use HMRC's collaboration software like Jira, Confluence and Teams The service will be required to supply a range of skills and capabilities to meet the outcomes of the programme. Within the above work streams the anticipated resource requirements are: Programme Manager, Testers, Telephony platform developers, Telephony platform SME's, Scrum masters/project managers, Business analysts, Technical architects, Pega Lead System Architect, Pega Senior System Architect and Pega Lead Robotic Architect Cultural Fit Criteria We want to grow our in-house skills: How would you support this? What skills, time and expertise would you make available and where? Tell us how you aim to engage and communicate with our Senior Leadership Team, Extended Leadership Team, other supplier colleagues and business Ops team How would you have active involvement in promoting and communicating the work and successes? Tell us how you would deliver in a multi-supplier environment: Ensuring a productive work approach with all involved parties and employing a “badge at the door” mindset? Ensure HMRC’s interest is reflected in the approach to work and outputs delivered Demonstrate openness and transparency in engagement Demonstrate how you as a supplier have successfully adhered to a client’s code of practice or adopted their organisational behaviours to ensure cultural fit; especially HMRC's Demonstrate how you will ensure inclusivity and collaboration Payment Approach Time and materials Assessment Method Presentation Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers No questions have been answered yet Budget range n/a