Level 2 support for HM Passport Office Digital Services

Tender description

Why the Work is Being Done HM Passport Office’s (HMPO) 2020 vision has moved passport applications online for the majority of customers. New online services require a continuation and development of robust Level 2 support provision. Problem to Be Solved HM Passport Office needs a service management function that meets performance, cost and functional service obligations as well as 2nd line engineering support, security monitoring services and common support services such as event monitoring that will deliver the following benefits: • Governance structures that link and demonstrate collaboration with the applications development and operational lifecycles • Correct routing of security incidents and events in the applications, hardware and operating systems • Performance and availability monitoring and data capture and capacity management • Log file management and job scheduling • Information governance: Provision of audit, archive and data reporting • Service transition: Delivery of service transition, integration and assurance capabilities to plan and transition new services for HMPO Provide Application and Operational Support for defined set of services integrated into Live Service Capabilities using common tools, shared knowledge and data. Provide a physical viewpoint of the service management for HMPO systems split into a geographical and architectural model. Ensure that the service and support systems are available to all operational areas as per current distribution of Home Office and other managed data centres across the United Kingdom on a 24/7 basis. Who Are the Users As part of the Digital Services Support Team, HM Passport Office needs to be able to confidently provide level 2 support to ensure the integrity and reliability of digital passport application services. Early Market Engagement Work Already Done Level 1 service desk is in place as a shared service. Level 2 Support is currently provided as a service. Level 3 Application support is provided by the development team. Existing Team There is currently a team of 12 staff providing Level 2 support. This is a mixture of Consultant Engineers, Technical Leads and DevOps Engineers. The supplier will be working with: - An existing shared Level 1 service desk. - Two mixed (multi-supplier and HMPO staff) software development teams building and improving the services - The Cloud platform team (multi-supplier and HMPO staff) providing development operations support to the teams and managing the production and pre-production platforms. The supplier will also be required to work with the other internal/ external organisations that have interfaces with the services being supported. Current Phase Live Work Location HMPO Offices in London and Glasgow. Capacity required across 2 sites. People and services will be required to work in a distributed way. Working Arrangments We expect the supplier to: - Work collaboratively with the existing Level 2 support team and cross-functional teams transforming passport application provision - Align service design and development with the HMPO strategic technical architecture and technologies Security Clearance SC Clearance is required. HM Passport Office will support the clearance process Additional T&Cs Skills & Experience Experience providing support to services involving a high volume of transactions on a 24/7 basis. Experience of Case Working Services in the following areas; Digital Application Processing, Investigation Case Work Management, processing applications from 3rd parties, providing a repository for policy and guidance documents. Demonstrate experience of managing and supporting Platform Services that includes Video Interview services, and Access management for in house developed systems and hosting environments. Proven ability to support print and personalisation services. This includes connectivity that enables 3rd parties to print documents, Shared Signing Systems using PKI technology and 2D Barcode. Experience of managing and supporting the Following Data Services: Terminal Repository, Data Analytic Suites, Data Staging Facilities, Data Validation Applications, Life Events Verifications and Bulk Data processing Tools. Experience providing application support and fault diagnostics to public-facing web services that enable applicants to validate and check their application data, report events and allow interfaces with 3rd parties. Experience providing support to complex cloud-based applications using the following technologies: Java, JavaScript (Node.js), RabbitMQ, Kibana, and Grafana. Experience providing support to government online services meeting the Digital Service Standard Nice to Haves Experience providing Cyber Security and monitoring. Stand up an established team who have a good working relationship –can work well together and blend their skills set to meet demanding objectives and deliver Level 2 Support. Proven experience of working in an agile development environment Experience providing incident support and contributing to problem management in ITIL-based service management No. of Suppliers to Evaluate 7 Proposal Criteria Approach and methodology – the technical solution and how it would be set-up and maintained. Estimated time frames for implementation. Demonstration of Knowledge Management and how processes and procedures would be documented, and skills transferred to other staff/Civil Servants. Identification of risks and dependencies and approaches to manage them. Value for money Evidence of ability to provide high quality professionals Evidence of ability to manage team changes (eg succession planning/substitution plan) to minimise impact on service and costs. Demonstrable experience of working in an Agile collaborative environment to deliver similar project(s) to a customer. Cultural Fit Criteria Work as a team with our organisation and other suppliers Take responsibility for their work Be transparent and collaborative when making decisions Share knowledge and experience with other team members. Payment Approach Fixed price Assessment Method Presentation Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers Budget range