Live Service & Service Desk Implementation Partner Phase 1 - Discovery

Tender description

Summary of the work Discovery and Transition Planning exercise to support the FCO in 1) documenting its existing ICT landscape across the FCO/DFID founding bodies; and 2) assist the FCO/DfID in understanding options on a migration pathway to merge the service desk/service management organisations of both ICT organisations (setting out interim transition states). Expected Contract Length Likely contract length three months with an optional extension in length of 25% (3 weeks). Latest start date Monday 5 October 2020 Budget Range Up to £150,000 ex VAT. Why the Work is Being Done Key drivers:- 1. The impending FCO / DfID merger forming the FCDO. 2. The impending expiry of an existing outsourced Service Management & Integration contract, which for the purposes of this procurement incorporates the following: • Service Desk – single point of contact for end users and suppliers; and • Live Services – overall service management of the wider ICT supply chain. 3. The organisation’s need to uplift and increase the scope of its internal service management and integration capabilities. 4. The desire to have a single ITSM Tooling strategy for FCDO. Problem to Be Solved The FCO does not have available skilled resources to conduct a Discovery, Gap Analysis & Options Appraisal of its Service Management & Integration and Service Desk capabilities at this time. Who Are the Users As a Service Director, I want to ensure the continuity of the delivery of ICT services and developing a new merged capability which is cost effective and efficient. As CIO, I want a high level plan to inform the insourcing opportunities and upskilling of the department / directorate. As Head of Commercial I want a clear ICT procurement strategy (make or buy decision) to support the IT Directorate and the wider organisation. Work Already Done There is no incumbent supplier for this work but we have established a programme team and have undertaken initial scoping resulting in the need for this discovery piece to be concluded. Existing Team Expectation is that the successful bidder will work closely with the existing programme team and will be managed and monitored by them as appropriate. Programme organisation structure will be shared with down-selected bidders. Current Phase Not started Skills & Experience • Experience of conducting a discovery & transition planning exercise involving gathering data from multiple countries within highly secure settings - working for an organisation with a significant global presence. (25%) • Experience in the management and delivery of an ICT discovery exercise for a major organisational merger / acquisition involving multiple service directorates. [20%] • Proven experience in the identification of current service management and integration capabilities (as is) and that which will be needed for the future state (to be). (15%) • Proven experience of Service Management and Integration alignment in previously diverged organisations. (7%) • Proven track record of working with stakeholders to conclude gap analysis and prepare road maps for large-scale complex projects [6%] • Experience of creating a wider ITSM toolset strategy between merged organisations (6%) • Experience in supporting organisations in the assessment and management of risk across a broad spectrum of organisational design decisions. [5%]. Nice to Haves • Previous experience of working with a large central UK government department on complex discovery phase projects [4%] • Experience of gathering information where stakeholders may have commercial concerns with being fully open in their responses. [4%] • Previous experience of managing and implementing organisational change (including culture and skills) within large organisations to support board-level decisions [4%] • Proven experience of designing for mixed-sourced service management and integration capabilities  [4%] Work Location The team will be required to work remotely owing to Covid 19. Close collaboration with teams in Milton Keynes, London and East Kilbride will be required, potentially including some travel to these areas. Working Arrangments Remote working owing to Covid 19 with potential travel to FCO / DfID sites. Our focus is to build a close and effective relationship between the supplier and KTD teams. The FCO will not be liable for any travel and subsistence expenses. The supplier must follow the FCO's IT and security procedures and policies in relation to access, data and equipment use. Security Clearance Minimum SC vetting for all core staff involved. It would be desirable if at least one team member was DV cleared. It is preferred that any proposed teams already hold clearances to avoid impacting delivery timescales. FCO will not be a sponsor for any suppliers attaining security clearance. No. of Suppliers to Evaluate 5 Proposal Criteria • Documented proposed solution. • Documented proposed approach, methodology. • Estimated timeframes for the work. • Detailed resources plan, including team structure • Confirmation of ability to supply a team with the required clearances. • Identify risks, assumptions, issues and dependencies and how they’ve been approached to manage them. • Plan for service quality management. Cultural Fit Criteria • Suitable organisational synergies and alignment with the FCO standards on diversity and inclusion. • The ability to understand how the discovery phase impacts wider future outcomes for DfID, FCO and the merged FCDO. • Evidence of leveraging a diverse range of stakeholder groups. Payment Approach Fixed price Assessment Method • Work history • Presentation Evaluation Weighting Technical competence 40% Cultural fit 5% Price 55% Questions from Suppliers 1. "Working for an organisation with a significant global presence" – Does this mean you do not want applications from purely UK based SMEs? No – we encourage suppliers of all sizes to bid. The criteria is referring to working for the FCO in this context rather than the bidder’s organisation. The FCO operates in over 270 countries and we value experience of a bidder having conducted a discovery and transition planning exercise that involved gathering data from sources spread over a global organisation within highly secure settings.Bidders are asked to note:- 1) Our security vetting requirement; and 2) Location of work with the potential for travel to London/East Kilbride 2. What is the rationale for price being weighted higher than technical quality? This is to encourage bidders to provide a competitive price. 3. Is the expectation that all SMI work currently outsourced will become an internal responsibility? If so, what timeframe are you targeting to achieve this? Unknown at this stage. The discovery exercise is expected to inform options and opportunities with respect to insourcing and / or reprocuring some or all SMI capabilities. 4. Is the intent to insource the single merged service desk or to retain an outsourced model, albeit with the two current desks merged? Unknown at this stage. The discovery exercise is expected to inform options and opportunities with respect to insourcing and / or reprocuring some or all Service Desk capabilities. 5. What is driving the desire to increase internal SMI capability over sourcing from industry? FCO currently receives a ‘SIAM’ service with a number of capabilities that are traditionally client side functions. DfID operates with a higher degree of in-house capability. No firm decisions have been made over in-house/outsource provision where the discovery exercise is expected to inform options and opportunities with respect to insourcing and / or procuring from industry.  The aim is to move towards the optimum mix of in-house/out-sourced provision ensuring the future FCDO remains agile, cost effective and retains control over its ICT. 6. Given this discovery and transition planning exercise is “Phase 1” does this mean you envisage there will be future follow on opportunities, i.e. “Phase 2 – Implementation”? And if so, would delivering phase 1 preclude the successful supplier from bidding for future phases? Any future services will be subject to the outcome of this Discovery Phase. The successful supplier will not be precluded for bidding for any future services. Although, an Ethical Wall agreement (or similar) will be required in order to mitigate distorting competition for any related future services, e.g. segregation of bid team, ensuring information is made available to all future bidders, etc. 7. On the basis we are selected for the next round to provide a written proposal what level of background information about the current IT landscape will be made available, including relevant organisational structures? An overview of our current IT landscape and organisational structures will be provided to down selected suppliers. 8. What work has been carried out already by the programme team? Background and high-level scoping only. 9. Is there a view of a Target Operating Model in place that this work will provide options into? No, not yet, this is developing and the outcome of this discovery activity will feed into the TOM alongside other factors (outside of this programme). 10. When does the current contract end and is there a separate contract for DFID service provision? Current FCO contract end dates are variable and flexible and DfID's provision is separate. 11. Will you be looking for a commercial options analysis as part of this requirement? No, not yet at this stage. The outcome of the discovery activity will feed into the wider commercial and other considerations. 12. Have DfID and FCO made a decision in respect to tooling they would like to use for their Service Desk and Live Services, would FCDO also expect that future suppliers will use the same toolset to provide services to FCDO? No decision on toolsets has been made yet. 13. Confirmation that it is UK nationals only not dual nationality SC resources? UK nationals with current SC is the minimum requirement. 14. What is the current maturity level of the two ITSM organisations (either based on a high level summary or on the CMMI scale if such an assessment has been conducted)? Both organisations have an established and functioning service but no deep assessment has been carried out at this time. 15. Will up-to-date process documentation and associated artefacts (e.g. Service Catalogue, CMDB, Service Performance Reports) be available, or will this be part of the discovery phase? Existing artefacts will be made available when contract is awarded. 16. In essential requirement 1, you have stated ‘highly secure settings’. What is the required definition of ‘high secure’ please? The predominant level of security is Official-Sensitive, environments (virtual/remote/physical) and documentation reflect this and must be taken into account when conducting the in-scope works. 17. To what degree will existing ITSM practice leads (from across both organisations) be available to participate in the discovery and analysis exercise? Or is this to be conducted at a senior level with supporting data only? Leads and SMEs will be made available to assist the selected supplier. 18. Please confirm the extent and scope of services currently delivered by industry partners versus those delivered in-house, for both FCO and DFID, to enable us to gauge the degree of disparity between the two organisations. We do not have this level of information, the purpose of the discovery exercise is to ascertain this. 19. UPDATE / CLARIFICATION13. Confirmation that it is UK nationals only not dual nationality SC resources? UK nationals and / or UK Dual Nationals with current SC is the minimum requirement.Dear Suppliers,Please note, the response published to Question 13 earlier has now been amended to reflect the fact that UK Dual Nationals holding SC and / or UK Nationals holding SC is the minimum requirement for resources.