HMRC Employee Experience Interface Dashboard SR753611408

Tender description

Summary of the work HMRC EPS are seeking a supplier to support the delivery of a coordinated measure of IT Performance Metrics and User IT Sentiment that HMRC SLT can engage with, monitor and improve on. Latest start date Tuesday 1 March 2022 Budget Range £500,000.00 maximum Why the Work is Being Done To support HMRC in it's goal of "Making HMRC a Great Place to Work", CDIO require a partner to help introduce an IT Employee Experience dashboard solution. HMRC currently do not have a clearly coordinated measure of Employee Experience of IT that BAU can engage with, monitor and improve on. The solution will eliminate that problem. The solution will use existing and/or new tooling to monitor, measure and improve employee experience of IT. Utilizing internal IT surveys and existing IT performance solutions, the dashboard will present HMRC Leadership with a consolidated view of colleagues' sentiment against established/agreed IT performance metrics. This requirement aligns with CDIO Business Strategy, specifically, their Business Plan for 2018-2023. Part of that strategy is to improve our customer service and delivery capability, further reduce costs and increase flexibility. This will be achieved by transforming HMRC's IT (including improving the user experience of IT) so its faster, larger and more advanced than many other Government Departments. This will be integral to the transformation of the wider HMRC estate. This piece of work must be completed by 30th June 2022. Problem to Be Solved HMRC do not currently have a coordinated measure of IT Performance Metrics and User IT Sentiment that HMRC SLT can engage with, monitor and improve on. The desired outcome is for the awarded supplier to bring industry best practices and high performing teams to work alongside our delivery and live service teams. Who Are the Users Enterprise Platform Services (EPS) EPS Performance Team will be primary users and owners of the service and are responsible for ensuring that HMRC IT Systems are running at optimal levels in measuring and improving HMRC employee experience of IT. EPS Performance Team identify, define and embed ambitious performance standards, we will tell a meaningful IT experience story to BAU, we will identify efficiencies and measure benefits and we will leverage more from existing and new tooling. Aims are to measure employee experience of IT, engage with and listen to our employees, support and continuously improve our IT services in making HMRC a great place to work. The service will also be available for colleagues throughout HMRC to access allow them to view the metrics and measurements that reflect this requirement. Work Already Done Pre discovery work has been completed - 'Accelerated Solutions Event' held. HMRC EPS has conducted a pre-assessment focused on evaluating our approach towards Employee Experience measurement against HMRC key business needs and vision. Existing Team CDIO EPS has a mixed team including HMRC and RCDTS who work alongside teams of external contractors. The successful supplier teams will work in collaboration with existing capabilities. Supplier development teams will report to the Head of EPS Performance Team and delegated persons. Current Phase Alpha Skills & Experience • Evidence of working with large data sets (within the last 2 years) • Evidence of collating information from various sources to produce a dashboard that can be used as a visual model and exported to create reports (within the last 2 years) • Demonstrate the ability to build a dashboard that can be easily maintained by the Authority once the delivery requirement ends • Evidence of knowledge transfer on a similar short-term project • Evidence of presenting data in graphical format (within the last 2 years) Nice to Haves • Example(s) of designing and delivering data from multiple data sources in an easily understood format. • Proven track record of working with large organisations to implement digital reporting solutions. • Knowledge of Service Central and Nexthink Work Location The Supplier will be expected to work off-site with occasional visits to HMRC office locations. The primary office location will be HMRC Plaza 2 Telford, Ironmasters Way, Telford, TF3 4NT. Working Arrangments The Supplier will be expected to work off-site using their own devices or, where business reasons require, HMRC equipment. Use of Supplier provided devices is contingent on this adhering to HMRC's security policies. The Supplier will be required to attend the Telford office location for a minimum of one day per week. Security Clearance The Supplier will ensure all staff are BPSS checked. Approximately 10% of resource will require SC clearance. Due to the short-term nature of the requirement, the Supplier will need to have SC cleared personnel prior to service commencement. No offshoring of data or international resource shall be permitted. Additional T&Cs All expenses must be pre-agreed between the parties and must comply with the HMRC Travel and Subsistence (T&S) Policy. HMRC Mandatory Terms will apply to the DOS 5 Call-Off Contract. No. of Suppliers to Evaluate 5 Proposal Criteria • Technical solution/Technical Capability • Approach and methodology • How the approach or solution meets user needs • How the approach or solution meets the organisation's policy or goal • Estimated timeframes for the work as detailed within the requirements • How risks and dependencies have been identified and solutions have been offered to manage them • Knowledge embedding- ensuring successful handover prior to the end of the project Cultural Fit Criteria • Be transparent and collaborative when making decisions • Have a no-blame culture and encourage people to learn from their mistakes. • Demonstratable culture of collaboration with customers and other suppliers • Formalise a risk management approach Payment Approach Fixed price Assessment Method • Case study • Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers 1. Can you confirm why the original instance of this opportunity was pulled and republished? And is there a chance this may happen again? The original requirement was withdrawn due to changes to the delivery completion date. The latest date for delivery completion has been extended from 31.03.2022 to 30.06.2022. The requirement has been re-published to give all suppliers a fair opportunity to bid now that the completion date has been extended. HMRC apologises for any inconvenience caused.HMRC will publish all the relevant clarification questions and answers published on the withdrawn requirement for transparency and ease. 2. HMRC Published and withdrew HMRC Employee Experience Interface Dashboard SR753611408. Can you confirm why this was withdrawn and republished? Why was it withdrawn so close to the closing date? The original requirement was withdrawn due to changes to the delivery completion date. The latest date for delivery completion has been extended from 31.03.2022 to 30.06.2022. The requirement has been re-published to give all suppliers a fair opportunity to bid now that the completion date has been extended. HMRC apologises for any inconvenience caused.HMRC will publish all the relevant clarification questions and answers published on the withdrawn requirement for transparency and ease. 3. Is there an incumbent supplier? There is currently no incumbent supplier providing a solution 4. Can you kindly elaborate what does Service Central and Nexthink indicate and where is it used ?What is the underlying technology for Service Central and NExThink? Nexthink and Service Central (ServiceNow) are IT monitoring and reporting tools procured by HMRC. Details of tools functionality can be found via attached linkshttps://www.servicenow.com/https://www.nexthink.com/ 5. In the Overview section of the DOS Opportunity page it says “Location – No specific location, they can work remotely”, where as in the Working Arrangements section it says “The supplier will be required to attend the Telford office location for a minimum of one day per week”. Can you please confirm which of these is the requirement? Personnel will be able to work remotely but will be required to attend the Telford office location for a minimum of one day per week. 6. In the Security clearance section it states “No offshoring of data or international resource shall be committed”. Can you confirm whether these international resource restrictions apply to those resources who are not managing HMRC data? We can confirm that the international resource restrictions do not apply to those resources who are not managing HMRC data 7. What is the tech stack? E.g. Microsoft (PowerBI)/Tableau/Qlik PowerBi 8. Where is the data stored? E.g. Excel/Data Warehouse/Data Lake/Azure/AWS etc. We intend to store the data in AWS & Azure 9. What RDBMS are in use, if any? E.g. Oracle/SQL Server/MySQL etc. None in use 10. Pre-discovery work has been completed and current phase is Alpha – is this requirement now going to be Beta, with a solution delivery and handover? This is not clear. Pre discovery work has been completed but as of yet no working application has been developed 11. Are performance and sentiment metrics already defined and documented? No these have not been defined and documented 12. With regards to Nexthink and Service Central – What components are used/deployed? Nexthink - Device DEX, Overall DEX, Application DEX to measure employee experience of Device, Application and Sentiment. 13. Would they need to build the solution embedded in these products, or they need to integrated the data from these to the Dashboarding solution? Yes - the solution embedded in these products would need to be built 14. Who completed the pre-discovery work? Was this done in-house or by another supplier? If so, which supplier? The pre-discovery work was conducted by a third party supplier. 15. What is the anticipated contract value/budget of the Dashboard build? The maximum budget is £500,000 for all works required under this contract agreement 16. In addition to Service Central and NExThink, what other data sources will be required for the project? ERP system will also be needed - Customer Groups/Business Area/Cost Centre 17. Which stakeholders on the HMRC team will be available to support requirements gathering and SLA development? Mobility & Workplace Services - Enterprise Platform Services - EPS Performance Team 18. Is the project following the GDS Service Manual process around agile delivery Yes 19. Is there any requirement to analyse any unstructured data and use any ML/NLP techniques? The supplier will not be required to analyse the data as the data will be analysed by the EPS team, however the supplier will need to have an understanding of how to analyse the data to ensure accuracy of the data being extracted from the Dashboard during testing 20. Do you have any rough figure of the total number of users at HMRC who need to have access to the reports? In regards to access we believe that it would only be the EPS Performance Team who need to view and extract reports (roughly 5-10 people) however the overall dashboard will be accessible to everyone in HMRC who would find it useful. 21. Can you please list the detailed timeline for various stages(Stage 1 and STage2) and selection process? The latest indicative procurement timeline is as follows:Stage 1 Opportunity Closes - 23/12/2021Shortlisting Outcome Letters Issued- 13/01/2022Stage 2 Bid Pack Issued- 14/01/2022Stage 2 Bid Returns - 28/01/2022Stage 2 Presentations- 07/02/2022-08/02/2022Stage 2 Outcome Letters Issued- 15/02/2022Contract Start Date/Mobilisation- 01/03/2022 22. Would you accept proposals from SME with large private sector exposure ? HMRC will consider and evaluate Stage 1 applications from any supplier that is able to meet the requirement's Essential Criteria 23. Is this a new requirement? Are there any existing suppliers involved with this requirement? This is a new requirement that no existing suppliers are currently involved with 24. Can you please give an indicative view of the timelines for this opportunity beyond the Stage 1 submission date of 23/12/2021? The latest indicative procurement timeline is as follows:Stage 1 Opportunity Closes - 23/12/2021Shortlisting Outcome Letters Issued- 13/01/2022Stage 2 Bid Pack Issued- 14/01/2022Stage 2 Bid Returns - 28/01/2022Stage 2 Presentations- 07/02/2022-08/02/2022Stage 2 Outcome Letters Issued- 15/02/2022Contract Start Date/Mobilisation- 01/03/2022 25. Can you confirm if there is an incumbent supplier expected to bid on this work? There isn't an incumbent supplier. 26. Can you advise what is meant by ‘digital reporting solutions’ in this context? A digital tool in the form of an interactive dashboard that can be extracted into reports, which can then be filtered/manipulated by the business to achieve the desired outcomes as outlined in the published requirements. 27. Is there any specific information you are looking for in regards to the question on ‘Knowledge of Service Central and Nexthink’ e.g. experience / knowledge of integration with these products etc.? We are not looking for any specific knowledge of these systems, however feel prior general knowledge may be beneficial to the supplier as Service Central and Nexthink will be the data sources used to extract data.