Bi-borough Tech Strategy Consultancy

Tender description

Summary of the work As-Is review across the bi-borough technical infrastructure, technical due-diligence on back & front office integration capabilities. Where technical requirements or business processes are unknown, investigation carried out in consultation with IT, CED, and other stakeholder.  Output should identify limitations, opportunities and general observations that assists with future investigations and options. Expected Contract Length up to 6 months Latest start date Friday 10 July 2020 Budget Range £80000 - £120000 Why the Work is Being Done Westminster City Council (WCC) and Royal Borough of Kensington and Chelsea (RBKC) are moving forward with ambitious plans to improve the online and offline experience for customers. Both boroughs have identified a need for a technical roadmap to support their new customer operating models. This piece of work aims to understand the existing Customer technology landscape in detail, from the moment the customer considers making contact until after the services has been provided. Problem to Be Solved Both councils (WCC and RBKC) have complicated legacy architecture. In order to achieve our customer and service ambitions we need to understand this landscape in detail, and identify what, and in what order, changes need to be made. Who Are the Users · As a customer, I experience different customer experiences depending on channel, service and application. · As IT, we have a high-level architectural framework, but we need detailed blueprints for services aligned to our customer and business objectives. We need support to prioritise opportunities and issues and investigate the As-Is across the application landscape. · As a member of the customer service team, we need to be able to look at trends, support customers and automate service delivery; pushing as many transactions online as possible. In order to achieve this, the IT infrastructure needs integrating, updating or replacing. Early Market Engagement None Work Already Done The Customer Experience and Digital Strategy has been developed. An IT Strategy was developed a couple of years ago, along with a conceptual future architecture. Existing Team IT Architecture Team (Bi-Borough) Customer Experience Programme Team (Westminster Council) Digital Team (RBKC) Current Phase Discovery Skills & Experience • Turning customer and business outcomes into technical outputs • Recent experience mapping as-is enterprise application landscape in detail • Knowledge of the local authority IT and digital market, including standards and vendors. • Adopt user-centred and agile approaches, consistent with the Government Digital Service Standards • Experience of delivering quickly to challenging timelines • Have experience creating overall digital transformation strategies. • Experience developing designs and support those lacking digital skills and those with varied accessibility needs. • Have experience of taking systems decisions in a digital transformation. Nice to Haves • Demonstrate at least 2 years’ experience of knowledge and use of Government Design Standards and principles or similar. • Demonstrate at least 2 years’ recent experience of working with a Local Authority on a high-profile IT / digital transformational project. Work Location Victoria Street, London and RBKC, with occasional off-site working. Working Arrangments The work will be off-site or on-site based on business (Victoria Street, London), suppliers will have the option of working from home as the business dictates. Security Clearance BPSS No. of Suppliers to Evaluate 4 Proposal Criteria • Experience • Approach and methodology • Delivery Plan • Detail the proposed teams experience and skills and as to how this will relate to and add value to project (align this with your Work History to evidence) • Team structure and qualifications • Value for money Cultural Fit Criteria • Be able to work as a team with our organisation and other suppliers • Be transparent and collaborative when making decisions • Take responsibility for their work and be proactive in engaging with council staff • Share knowledge and experience with Council staff • Challenge the status quo Payment Approach Capped time and materials Assessment Method Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers 1. With the current COVID-19 situation will on-site working be required initially or will remote work be suitable to begin with? It is not expected that on-site working will be required, however, if requested it is expected the supplier will attend occasional meetings. 2. What knowledge is the successful supplier expected to have re local authority IT and digital market? Is there anything that the supplier needs to know that Westminster City Council is not able to provide as information This piece of work is across two Boroughs, including Kensington and Chelsea and Westminster City Council. The supplier is expected to have an in-depth understanding of local authority enterprise, application and data architecture. The supplier is also expected to have a good appreciation of the main vendors in the market and their offerings, as well as IT and Local Government standards (e.g. GDS, LLPG, TOGAF, UK Government IT Code of Practice etc). 3. Do the councils expect the successful supplier to use any specific standards or methodologies and if so, which? The outcome of this work is an As-Is review. We have not specifically stipulated the methodology, and this is part of the evaluation, however, the supplier will be expected to broadly comply with TOGAF. 4. The Essential Skills and Experience Section states: 'Adopt user-centred and agile approaches, consistent with the Government Digital Service Standards'. Will this project be mapping existing and future customer journeys? No, the project is expected to accurately map the existing IT landscape (As-Is state). The Customer Experience and Digital team at Westminster and the Digital team at RBKC will be available to support in providing user profiles and customer journeys that can be used to ensure customer and user needs are considered. 5. Do the councils have any incumbent IT providers that support any of the main applications or infrastructure related to this project? There is no single technology supplier. The councils are predominately Microsoft technology stacks. There are a range of application providers and generally the maintenance and support has been procured individually with the application. 6. Do the councils have or plan to have a shared operating model for customer access? Whilst the councils have very different customer bases, we are, where it makes sense trying to align to benefit from joint working and collaboration. 7. Do the councils have shared digital principles and or a shared customer access strategy? This information will be given following tender award. 8. Are there any planned replacements for the main applications related to this project? The outcome of this work will help to inform decisions on application replacement. 9. Do the 2 councils have any shared services relating to this project and if so, what are they? For example, is there a shared contact centre, any shared IT services, and shared applications? Yes, this information will be given following tender award. 10. Pricing makes up 35% of the mark, but there is no question to provide a response with our pricing. Please can you clarify how pricing will be submitted and assessed? Pricing evaluated at proposal level. 11. Please can you confirm if the scope is limited to an as-is review at this stage, and does not involve the creation of a future state (To-Be) strategy and architecture ? The scope is limited to an as-is review 12. Please can you confirm whether the IT provision for both councils is delivered from an internal IT team or delivered by 3rd party/outsourcing agreements in part, or as a whole of the service provision ? IT provision is delivered through a mixture of internal and 3rd party/outsourcing agreements. 13. What are the new customer operating models? This Information will be given following tender award. 14. Are there any systems that the two councils already share or share licensing arrangements? This Information will be given following tender award. 15. Is there an incumbent supplier? No, this is a new requirement.