LDC-248 Interim IT and Transformation Support

Tender description

Summary of the work Lichfield District Council is seeking a partner to provide interim IT management support and resilience into the team (Lot 1), together with a series of transformational projects and support (Lot 2). Expected Contract Length 12 Months + 3 Months Latest start date Monday 12 December 2022 Why the Work is Being Done Lichfield District Council is exploring the future shape of its IT services within a twelve – fifteen month timeframe. During the interim period (between approx. December 2022 and December 2023 with an option to extend until March 2024), whilst the longer-term IT outsourcing procurement exercise is carried out, the council is seeking a partner to provide interim IT management support and resilience into the team (Lot 1), together with a series of transformational projects and support (Lot 2). The council is keen to appoint this interim support no later than 1 December 2022. Additional documentation that details the level of support the council is seeking during the interim period, any current known issues and key projects that need to be delivered during this period can be located here: www.lichfielddc.gov.uk/LDC-248 Problem to Be Solved The requirements of the Contract are to support the Council in delivering ICT support services and various ICT transformation projects, as well as feeding into determining future requirements. The requirements are split into the following Lots: Lot 1: Management support Increased help desk resilience Laptop roll out management and support External accreditations Mandatory cyber security/GDPR training and IT Acceptable Use Policy Lot 2: Baseline transformation projects Review of current and future states Bidders can bid for one, or both lots. The Council reserve the right to award up to one Supplier for each lot, or jointly to one Supplier for both lots based on the MEAT (Most Economically Advantageous Tender). For full RFQ see https://www.lichfielddc.gov.uk/LDC-248 Who Are the Users The teams supports approximately: i. 275 staff members with hardware, software and connectivity. The majority of these work flexibly. ii. 47 members with connectivity. iii. The council’s main line of business systems (14 approx.) are mainly hosted off-site, either in the cloud or in a private cloud. A small number of servers are located on site. Existing Team The existing team consists of a manager, two system support engineers, a service desk officer, a business support officer, a GIS officer and a performance and improvement officer. The supplier's front-line support officer will be integrated with the existing team to support the walk-in service. The opening hours of the service desk are 9am – 6pm, Monday – Friday (excluding BH). Other staff may work remotely but may be required on site occasionally. Any staff travel/subsistence expenses getting to the Lichfield offices must be included in the day rate. Expenses occurred for visit to other sites will require prior approval. Current Phase Discovery Skills & Experience At least three years expertise in supporting organisations with the placement of interim support staff and the delivery of projects to support ICT transformation Nice to Haves ITIL qualified staff and experience of using the ServiceNow service desk platform Work Location Majority of time will be at Lichfield District Council, District Council House, Frog Lane, Lichfield, Staffordshire, WS13 6YY. The council does have an IT presence at a further four sites, the furthest away being 11 miles (by road) from the District Council House. Working Arrangments The supplier's front-line support officer will be integrated with the existing team based in our offices in Lichfield, Staffordshire to support the walk-in service. The opening hours of the service desk are 9am – 6pm, Monday – Friday (excluding bank holidays). Other staff may work remotely, but may be required on site from time to time in line with service demands. Any staff travel and subsistence expenses in getting to the Lichfield offices must be included in the day rate. Expenses occured if there visits to other sites will require prior approval. Security Clearance BPSS as a minimum. Additional T&Cs Framework Standard Contract No. of Suppliers to Evaluate 8 Proposal Criteria • Approach and methodology to fulfill the requirements that have been identified • Team structure • Identified risks and dependencies and offered approaches to manage them • How the approach or solution meets user needs • Availability and estimated timeframes for the work • Value for Money Cultural Fit Criteria • Have a can-do approach and the drive to deliver change at a rapid pace • Work as a team with our organisation and other suppliers • Challenge the status quo • Be transparent and collaborative when making decisions Payment Approach Capped time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers 1. What is the budget for this opportunity? LDC require tenderers to submit their cost proposals based on the Specification and brief provided as part of the tender opportunity. 2. Can you provide the location addresses of the additional 4 sites to be supported? These are in the Appendix 1 - Council House, Frog Lane, Lichfield, WS13 6YY. Depot, Reliant Way, Zone 2 Burntwood Business Park, Burntwood, WS7 3JH, The Pavillion, Beacon Park, Lichfield, WS13 7AN, The Golf Hut, Beacon Park, Lichfield, WS13 7AN, South Staffs District Council (building control team), Wolverhampton Road, Codsall, WV8 1PX 3. Can you advise if any Transfer of Undertakings for current staff or 3rd parties are applicable? TUPE will not apply to this opportunity. 4. The RFQ document states You Must “Submit your quotation through the eMarketplace.” There is no option to submit a quotation, are bidders expected to submit a proposal in addition to the two DOS questions? Bidders are required to submit a high-level written proposal against the criteria detailed in the 'how suppliers will be evaluated' section. This includes proposal criteria, cultural fit and cost. Bidders should clearly state which Lot they are bidding for. Should bidders have any problems uploading a proposal - please email a copy to procurement@lichfielddc.gov.uk by the deadline stated. 5. It says in the timeframe that Stage 2 (please confirm this is the same as Lot 2) – that the RFQ will be issued on the 9th of November. Does this mean that further paperwork will be issued? This is a two-stage process. Following the shortlisting of stage one (proposals) additional tender documents will be issued to shortlisted Suppliers. 6. Please can you confirm the format of the response required, page limited and if there is a pricing template available for us to complete? Can you also please confirm where the response should be submitted and if this is in addition to the questions on DOS? There is no specific format required for this stage, however it is suggested that written proposals should not exceed 2 x A4 per lot and 1 x A4 for cost proposals.Should bidders have any problems uploading a proposal - please email a copy to procurement@lichfielddc.gov.uk by the deadline stated. 7. Are we required to put our engineers onsite or can the service be remote only? We have envisaged that the project management resource will be onsite for some of the time, the front-line help desk staff member permanently on site, and that the engineering resource can be remote. However we are willing to accept different working models from companies as to how they feel they could best resource our requirements. If this includes a greater level of remote working we are willing to consider such proposals. 8. Is there an expectancy that Lichfield District Council citizens to interact at all with the M365 environment such SharePoint, MS Forms or Power Pages? Not currently and not as part of this engagement. 9. Are Microsoft licences part of the service requirement and will they need to be purchased? No. We have a licencing agreement in place and have licences. 10. Is the expectations of the resource to provide line management duties for the current staff? No. 11. Is there a preference in Laptop or hardware? Yes - device selection has been performed and a supplier is in place for procurement of initial devices. 12. How many sites are to be supported from a network/infrastructure perspective? 4 - this is detailed in Appendix 1 13. Are there existing support agreements in place for LOB applications? Yes 14. Does the council use AWS or Azure Cloud services or any other cloud service providers? Azure Cloud 15. Is the as-is review constrained to technology only or should it take into account other aspects such as current IT & business operating models, business processes related to technology? We are open to input and discussion, but this should not detract from the primary objectives of this tender. 16. Can we have details of the 4 devices being trailed? They are HP laptops. EliteBook, FireFly and ProBook models. 17. Is there a device build in place, if so, how is it currently deployed? Yes - we use Microsoft Autopilot and SCCM and will be using a "white glove" service with a hardware vendor for laptop deployment. 18. Apart from BYOD, will there any corporate mobile devices that will be managed by Intune? If yes are the Android/iOS/mobile/tablets/mixture? Android devices, already managed with InTune - InTune is not a significant aspect of this requirement. We are looking to deploy laptops using Autopilot for the laptop replacement element. 19. Apart from the approx. 275 staff members and the approx. 47 elected members, is there a requirement for external parties to have access into SharePoint / Teams (not meetings)? Yes - this is already in place. 20. Is the data on the file servers in a state ready to be migrated or will it have to organised prior to migration? Data organised according to existing departmental structures. Some organisation will be required on migration to exclude aged data. 21. Where do staff currently store their personal data. On their devices or a file share? File Shares, SharePoint, OneDrive. 22. Are the user identities managed on an on-premises Active Directory or by a 3rd party cloud solution? Hybrid. On-premise AD and Azure Cloud. 23. In constructing a to-be view and transitional states for technology will all requirements including strategies, drivers, tactics, functional requirements, non-functional requirements be provided by the council? Will this be provided in documented form and/or by subject matter experts? Yes - combination of documentation and discussion with subject matter experts. 24. Do you have product definitions for the documents and records you are seeking to create as part of this requirement? No 25. Do you have an established baseline for technology documentation covering architecture and configurations? No 26. Do you adhere to any language standard for modelling such as Archimate? No 27. Can you provide a current architecture to enable us to determine the quantity and type of technology that exists in the estate and where it is located? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 28. Do you have an indication as to how much data currently residing on file servers will be migrated to SharePoint/OneDrive? (size and number of files) Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 29. Is the current M365 being used at all now? If so, what elements are being used? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 30. Is the current M365 being used at all now? If so, what elements are being used? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 31. Can we have key stats regarding the councils 365 configuration?Number of active usersLicensing details i.e. Type E3/E5 as well as additional licences such as EMS, Azure AD P1/P2Total amount of SharePoint docs/storage etc Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 32. Can we have the ticket details broken down into 1-4 detail as well as high medium and low? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 33. Is there a network diagram available? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 34. What are the number and types of servers hosted at HIS. Include if they host any LOB applications? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 35. What ITSM and Asset management toolset is being used currently? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 36. How are applications pushed out to end users? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 37. Would you want the Service Desk to use their Service Now tooling, or could we lean towards a dedicated desk for this? Do we have any ticket data? Due to the sensitive nature of this information, it is anticipated that this data will be released at the next stage. 38. Are we able to provide links/documents with more information as part of the answer? There is no specific format required for this stage, however it is suggested that written proposals should not exceed 2 x A4 per lot and 1 x A4 for cost proposals. Should bidders have any problems uploading a proposal - please email a copy to procurement@lichfielddc.gov.uk by the deadline stated. 39. What are the requirements for resource how many staff is believed to be required? We have envisaged that the project management resource will be onsite for some of the time, the front-line help desk staff member permanently on site, and that the engineering resource can be remote. However, we are willing to accept different working models from companies as to how they feel they could best resource our requirements. If this includes a greater level of remote working, we are willing to consider such proposals. 40. In the RFQ document there is commercial guidance for some elements but not all – i.e. for Lot 1 – 1a and 2z the RFQ states “The council is however flexible as to how this is delivered, and whether this is provided on a call-off basis.” However, for Lot 1 – 3a; 4a; 5a and Lot 2 – 1b; 2b there is no such guidance. Is the council looking for a fixed price response for these elements. If so, we believe more scoping detail would be required, which may prove challenging in the allotted time scale. LDC require bidders to submit their cost proposals based on the Specification and brief provided as part of the tender opportunity 41. How many personas are there in the organisation and what is the approx. number of each persona? (i.e. frontline, office, remote, other, etc)? This is detailed in the RFQ – there are approx. 275 staff and 47 elected members. The staff in the main are flexible workers and are set up as flexible workers. 42. Who is the lead contact for the support requirement? Any clarifications should be directed through the Procurement Team during the tender process. 43. Both Lot 1 (requirement 3a) and Lot 2 (requirement 2b) have device rollout. Can you please confirm if a supplier is to only respond to Lot 2 whether the device rollout is in scope? Lot 1 includes laptop roll out and support and lot 2 includes transformation support as detailed on page 9 of the RFQ document 44. Do you have a current IT operating model? Not one that is available 45. Is the current IT operating model based on a framework such as ITIL? Yes