RM1043.8-1-Ministry Of Justice: CMS

Tender description

About adding context and requirements test Pre-market engagement N/A Work done so far For some of the initial planned statements of work some discovery and requirements gathering has already taken place and will support the rapid commencement of work on these. There is an existing small pipeline of projects for this contract, more will be added during the contract term, funding for at least two SoW's is already in place and will require the supplier to start work immediately. Which phase the project is in Not applicable Existing team The existing project team consists of a workstream lead, architects and business analysts which work across the programme. The existing Power Platform team that the supplier would work within to deliver the project consists of a product manger, a delivery manager, a solution architect, business analysts and a blended team of civil servant and contractor developers. Address where the work will be done Though the team will be working remotely, there will may a be a need to travel to the 102 Petty France HQ in London or other government offices on an adhoc basis. Travel expenses will not be reimbursed. Working arrangements The supplier will be expected to be available during the typical working hours of HMCTS teams (Monday to Friday 9am-5pm) in order to maximise collaboration and knowledge transfer. Microsoft Teams, JIRA, and Office 365 will be used for collaboration. Provide more information about your security requirements: Security Check (SC) Provide more information about your security requirements (optional): All team members must have existing SC as a minimum, sponsorship will not be considered. Latest start date 2023-07-26 Enter the expected contract length: 2 years Special terms and conditions N/A Write the term or acronym: HMCTS Write the term or acronym: RPTS Write the term or acronym: CMS Write the term or acronym: IFAS Explain the term or acronym: His Majesty's Courts and Tribunal Service Explain the term or acronym: Residential Property Tribunal Service Explain the term or acronym: Case Management System Explain the term or acronym: Intranet Fees Accounting System Are you prepared to show your budget details?: Yes Indicative maximum: 3000000 Provide further information: The maximum spend under the contract will be £3 million excluding vat. There is no commitment to minimum spend over the term of the contract. Work to be issued on Statement of Work basis Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work "HMCTS is growing its internal capability and ability in Microsoft’s Power Platform. The current team is planned to grow and support a wider part of the landscape, however for short term delivery we are looking to augment this team with expertise from third party suppliers. This is a new requirement and there is no incumbent supplier. The internal support model for Power Platform that the supplier will be expected to operate within is currently under design and will be implemented alongside this contract. Core capabilities for the proposed contract include but not limited to: Delivery Manager/Scrum Master Power Platform Architect Power Platform Developer Automation Test Engineer The supplier will work within the existing HMCTS internal Power Platform team and closely with other Suppliers and Business Analysts to ensure ways of working are aligned and support knowledge capture and transfer. The supplier is expected to provide support for the systems they develop, and at the end of the contract the supplier will be required to support transition of all the services to the internal team. The supplier will be required to work to the published GDS Service Standard - https://www.gov.uk/service-manual/service-standard For each statement of work, agreed acceptance criteria and service performance metrics will be agreed. The supplier may also be required to support additional work in the form of additional statements of work where required, as outlined below. The supplier will therefore be expected to be flexible in its delivery approach including resource allocation to meet the required delivery timescales. The supplier may be asked to help HMCTS establish use cases and limitations for the Power Platform and system delivery. The supplier may also be asked to address how user volumes, storage solutions, and external dependencies may impact system performance and system design when using the Power Platform. Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is HMCTS Why the work is being done "HMCTS is seeking to partner with a Power Platform specialist with extensive knowledge and experience of delivering services that adhere to Government Digital Standards. The supplier is expected to be a Microsoft Silver or Gold Partner with extensive experience of Power Platform services including but not limited to Power Apps, Power Automate, Power BI and the use of Low Code. The supplier will be able to rapidly onboard resources within 5-10 days when required (may not be required for all SoWs)" The business problem you need to solve This contract will fill technical and delivery capability gaps within existing and new teams, supporting a range of projects from inception through to live and into live support including continuous improvement. This will be through the delivery of outcomes based on user needs and in line with government service standards. First user type: HMCTS First user type: Judiciary First user type: UK Citizens Enter more details about this user type: Internal Teams Enter more details about this user type: Judiciary Enter more details about this user type: UK Citizens Questions and Clarifications 1. Q1. Will MoJ be responsible for MS licensing and is that license cost external to the bid price? Q2 Is there any form of workload balancing done by the current system that would need to be replicated? Q3 Aside from the owners of a case are any other parties expecting to be able to edit cases directly? Q4 Could there be scenarios where we need to consider the state of linked, child, parent or other related case/s in respect of the case progression process? Q5 Are Appeals treated as separate cases, linked to the original, or as continuations of the original case? Q6 Can you describe in slightly more detail what is involved in 'Outcome Management'? Q7 Do MoJ have a preference in respect of a Document Management system? SharePoint integration is provided as standard with Power Platform. Have MoJ evaluated SharePoint as a DM solution? Is there a requirement to add metadata, other than the straightforward created on, created by metadata tags to be recorded in the DM solution. Is there a requirement to search documents by content? Q8 Do MoJ have an existing process for appellant to make submissions? Is an 'appellant facing' replacement for that process in-scope for this requirement? How many appellant applications are processed per annum? Q9 Can you describe in slightly more detail what is meant by 'Complex Needs'? Q10. Do MoJ have existing PowerBI licenses for the internal staff? Will PowerBI reporting on data held within the new system be required for MoJ staff who are not licensed users of the new system? Q11 Aside from being able to review the audit logs for specific cases are there any reporting requirements around auditing? Q12What channels do MoJ want to support? What channels are currently supported? Q13 Does MoJ require the supplier to create all document templates as well as the mechanism for generating completed documents from said templates? If so can MoJ give some indication of the number of templates that are required? Are completed documents to be automatically stored in the Document Management System? Is there a requirement to add metadata, other than the straightforward created on, created by metadata tags to any created document? Q14. Are the SOW 2, 3 and 5 available ? and if so why have you not included them with the SOW you have included ? Q1. Yes. Q2. Nothing for IFAS. RPTS is currently divided into 5 instances, for the 5 office locations. There is no technical workload balancing, although work is distributed to the 5 locations by the business process. We are not looking to replicate this split and will seek to have a single instance going forward for RPTS. Q3. Case access and management will be controlled by roles and AD groups, there will be a requirement to allow more than just a single assigned person to edit cases. Q4. Yes, there may be cases grouped under a parent case. The state of a related case (linked/child/parent) may impact the other case as part of case progression. Q5. For RPTS, appeals are currently treated as correspondence within the original case. Q6. Outcome management is the ability to record the outcome of a case, both at a summary level (case dismissed, case closed, appeal granted…), and at a more detailed level which includes uploading and storing the Decision document provided by the judge. Complementary notes may be needed in the case to capture specifics from the Decision document. "Q7. a) HMCTS have multiple Document Storage solutions in place. SharePoint is considered the strategically preferred option, however there is flexibility to adopt and use other existing solutions that may be more aligned to individual solution requirements (i.e. Azure Blob). b) There is a requirement for additional metadata to be applied to documents to support business processes. Documents should be searchable using metadata." Q8. Communications with the appellant are either by email or by letter, there is no public-facing system in scope of the RPTS replacement. RPTS processes approximately 9000 cases per annum. Q9. Complex Needs refers to the ability to address the specifics needs of parties involved in a case. For example, these needs may stem from a disability, threat or risk of physical harm or an intimidated witness. The case management system should record that as sensitive Personal Identifiable Information and use it to alert the case worker so they can prepare reasonable adjustments for the hearings and the case progression. Q10. Power BI is not considered necessary for the replacement of either RPTS or IFAS. The reporting requirements for RPTS and IFAS only need tabular excel/csv exports - hence there will be no Power BI Integration. Q11. Detailed requirements will be shared with the supplier once onboarded. Q12. Currently, communications are made through email and paper channels. "Q13. a) For existing jurisdictions, templates already exist. The supplier will be required to adapt the templates to the new system, and potentially create additional ones, especially for new jurisdictions. b) In RPTS there are currently approx. 250 detailed templates, with a few additional regional variants. It is expected that it will be possible to rationalise these down to a smaller number of higher-level templates. c) Yes. d) There is a requirement for metadata to be applied to documents to support business processes. Documents should be searchable using metadata." Q14. These are drafted but dependent on future funding being agreed - SoW 2 is adding an additional 9 jurisdictions to the new Property Chamber CMS developed in SoW 1, SoW 3 is moving the existing 12 jurisdictions from the existing CMS and data migration to the new Property Chamber CMS and SoW 5 is the support for all systems developed through this contract from 01/04/24 to 31/03/25. Last Updated: 7 June 2023, 09:15 2. can you Project please provide definition of what you mean by Managed Service in the question:- Proven experience of providing support and maintenance of Power Platform solutions as a managed service Managed service in this context relates, to being the main supplier/partner for a client in relation to Power Platform solutions which should include support and maintenance services to that client. A key element of this contract is 2nd/3rd line support of applications developed using Power Platform technologies, hence this specifically being called out. Ideally the experience referenced will show how you have flexed the team up and down in size and capability in a responsive manner as per client needs. Last Updated: 6 June 2023, 09:39 3. Could you please confirm if, at this stage, we are only required to respond to the Essential Skills and Experience section, which consists of 6 questions, and not the Technical Criteria questions? Yes, for this stage 1 submission, you are required to provide responses to only the essential criteria questions for the purposes of shortlisting. Last Updated: 5 June 2023, 14:07 4. To clarify for the initial submission, do we need to only submit the essential questions and the further areas are for the written proposal once shortlisted? Or as we read it, we need to submit essential, technical criteria, cultural fit and price as part of this first process? "Yes, for this stage 1 submission, you are required to provide responses to only the essential criteria questions for the purposes of shortlisting. Only shortlisted suppliers will be required to submit responses to the Technical, Cultural fit and Price sections during stage 2, where we will also issue a pricing proposal template for shortlisted suppliers to complete. " Last Updated: 5 June 2023, 14:06 5. We see the price model is capped T/M? Would you like us to provide a rate card with our indicative estimated total cost based on this scope? No, not during this stage 1 response period. Only shortlisted suppliers will be required to provide their rate cards as part of stage 2 response round where we will issue a pricing proposal template for shortlisted suppliers to complete. Last Updated: 5 June 2023, 14:02 6. Can you plesae confirm if MS Partner status is a requirement? Yes. Last Updated: 5 June 2023, 10:24 7. You state the resource needs to be security cleared, which is currently taking approximately 2 months to achieve. Will you sponsor the team through the process or are you expecting the team to already be cleared as at day one? The team is expected to be security cleared prior to starting this engagement. Last Updated: 5 June 2023, 10:24 8. Continued - 19) Can HMCTS clarify the expected support SLA for SOW4? "19) The SLA will be agreed with the Supplier, but expectations will be that the SLA's will be consistent with what currently exists for these applications and are linked to severity of the support issue raised and the number of users impacted. The attached table should give an indication of expectations. Service Levels Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold Priority 1 Incidents Target response time At least 90% of Incidents resolved in <= 15 minutes 90% Priority 1 Incidents Target response time At least 98% of incidents resolved in <=8 Hours 98% Priority 1 Incidents Target response time At least 90% of Incidents resolved in <= 4 hours 90% Priority 2 Incidents Target response time At least 90% of Incidents resolved in <= 30 minutes 90% Priority 2 Incidents Target response time At least 98% of Incidents resolved in <= 12 hours 98% Priority 2 Incidents Target response time At least 90% of Incidents resolved <= 8 hours 90% Priority 3 Incidents Target response time At least 90% of Incidents resolved in <= 1 Hour 90% to 85% with 85% giving more leeway to the supplier Priority 3 Incidents Target response time At least 98% of Incidents resolved in <= 24 hours 98% to 93% Priority 3 Incidents Target response time At least 90% of Incidents resolved in <= 16 Hours 90% to 85% Priority 4 Incidents/enquiry/requests Target response time At least 95% of Incidents resolved in <= 2 Hours 95% to 90% Priority 4 Incidents/enquiry/requests Target response time At least 98% of Incidents resolved in < = 70 hours 98% to 93% Priority 4 Incidents/enquiry/requests Target response time At least 90% of Incidents resolved in <= 35 Hours 90% to 85% " Last Updated: 5 June 2023, 09:42 9. Please see our CQ's below: Clarification question Does the existing case management system RPTS integrate with other systems? If it does, can HMCTS provide details of the types of systems it integrates with? Will these integrations be required in the replacement solutions? Does the existing IFAS system integrate with other systems, including any integrations to banking systems? If it does, can HMCTS provide details of the types of systems it integrates with? Will these integrations be required in the replacement solutions? For the delivery of these SOWs and future SOWs, is HMCTS willing to consider alternative technologies to MS Power Platforms? Can HMCTS confirm that the use cases outlined in the SOWs are documented? Can HMCTS share any other relevant SoWs, including SOWs 2, 3, and 5? Can HMCTS confirm whether either of the systems referenced in the SOWs (RPTS & IFAS) are (a) public / external facing systems, (b) internal systems, or (c) both? And if external / public facing, can a link to the existing system be provided? Can the authority confirm, approximately, the data volume of the existing RPTS CMS system (number of tables, size, etc)? Can the authority confirm, approximately, the data volume of the existing IFAS system (number of tables, size, etc)? Can the authority confirm, approximately, the current and expected number of users of the apps referenced in the SOWs? Can HMCTS confirm details on type of O365 licenses being used? E.g. any Power Platform licenses (per user/per app/per flow/Power BI Pro licenses) for users? Does HMCTS require the supplier to follow Application Lifecycle Management for the solution deployment through Dev, UAT and Prod environments? Can HMCTS share details around any design principles or branding which should be adopted in the solution development? Can HMCTS share details around any review boards which will be assessing the solution for accessibility? Can HMCTS share details around having any solution testing team or testers from a third-party company? Can HMCTS clarify the expected support SLA for SOW4? Can HMCTS confirm if support is required for SOW6? Will HMCTS have a dedicated accounting expert to work with the team for SOW6? Many Thanks "1) Yes " 2) RPTS data is reused in systems such as financial reporting, data analytics, digital communications and publishing. Required integrations may be FTP for systems on the internal network (DOM1), SFTP for systems on external networks, and APIs for even-driven integration. In addition, RPTS also integrates with a Postcode lookup External API 3) Yes 4) No 5) N/A 6) N/A 7) No, Power Platform has been agreed as the preferred technology. 8) Yes. Business analysis is or will be underway to document processes, requirements and use cases for these systems ahead of the Supplier commencing work. These use the initial capability assessment as a framework. 9) These are dependent on future funding being agreed but SoW 2 is adding an additional 9 jurisdictions to the new Property Chamber CMS developed in SoW 1, SoW 3 is moving the existing 12 jurisdictions from the existing CMS and data migration to the Property Chamber CMS and SoW 5 is the support for all systems developed through this contract from 01/04/24 to 31/03/25. 10) Both of the systems referenced in the current SoW's and all current projected pipeline applications are internal systems 11) Currently in discovery, will be confirmed before Supplier commences work 12) Currently in discovery, will be confirmed before Supplier commences work 13) Property Chamber CMS approx. 100 users, IFAS approx. 300 users 14) All Per App Power Apps licences currently but willing to explore more cost efficient approach. The Power Automate Flows will be triggered in the context of the Power App itself which is included in the Power Apps License. Where there is a need to run scheduler based Flows (i.e., not triggered in the context of the Power App), these may require Power Auotmate License but this would be known after the analysis has been completed. 15) Yes "16) There are no branding requirements with these being internal systems apart from legal accessibility. From a design principles view the solutions should comply with GDS Service Standard (www.gov.uk/service-manual/service-standard) and make use of the Technical Guidance Library (TGL) within HMCTS to ensure solutions and components delivered have a consistent quality and are comparable and coherent across all IT domains. HMCTS DTS Architecture principles: 1. Be user and business centric 2. Understand our data 3. Never Compromise and Security & Compliance 4. Open Source & Open Standard before COTS before custom 5. Be leading edge, not bleeding edge 6. Cloud before on-premises 7. Be robust 8. Automate as much as possible 9. Share and reuse knowledge 10. Technical Guidance Library always prevails DLRM specific principle: 1. Adherence to the principle of Risk Reduction before Business Improvements. The priority is to reduce technical risk. Migration to more modern technology may provide the opportunity for business improvements, but these will not be prioritised as part of this initiative." 17) The Ministry of Justice Assistive Technology Service Support Team will assess built applications ahead of release and provide a summary report. 18) The Supplier will be expected to provide QA resource (automated/non-auomated as appropriate) to support the testing of the developed applications. The Authority may also require support for User Acceptance Testing internally. No other solution testing team or testers from a third party company are expected. "19) The SLA will be agreed with the Supplier, but expectations will be that the SLA's will be consistent with what currently exists for these applications and are linked to severity of the support issue raised and the number of users impacted. The attached table should give an indication of expectations. " 20) Yes, the expectation that SoW 4 will provide support for any applications built and deployed under this contract until 31/03/2024 and SoW 5 will provide ongoing support until 31/03/2025 or until the support can be transitioned internally if before. If support cannot be transitioned internally before the end of this contract for any reason, provision may need to be made for knowlege transfer to a 3rd party. 21) We have detailed design and functional specification documentation for the current IFAS solution and we are requiring a like-for-like replacement on Power Platform. We will also have access to the existing IFAS users and support team and as a result of these resources we don't feel a dedicated accounting expert will be required for the work. Last Updated: 5 June 2023, 09:33 10. Is data migration considered part of the scope for the 2 system developments in question? Other work within the projects is being completed that may reduce the Supplier's involvement in data migration but yes it should be included in scope, specifically for SoW 6 (IFAS). For SoW 1 (Property Chamber CMS) however, these are new jursidictions with no migration required - we will need to migrate existing data from the current CMS as part of SoW 3 and so the existing data model will need to be considered as part of the initial design in SoW 1 to make the future data migration more straightforward. Last Updated: 31 May 2023, 14:10 11. Is the use of offshore resources acceptable for development? Providing they don't have access to any production systems or data? No, all resources working on the contract must be onshore, SC cleared and able to attend a client office if required Last Updated: 31 May 2023, 14:06 12. The solution that is required to be created is a case management. Is there a reason why the organisation wishes to re-create a Power Platform solution from scratch rather than using Dynamics 365 Customer Engagement? (Customer service for example has a fairly robust case management system) "Power Platform has been determined based on a number of factors: 1. We need to be able to use Azure SQL/Postgress SQL and not just Dataverse for our applications 2. Our case management solutions are of a low complexity and don't require D365 3. The applications planned have limited longevity, requiring a proportionate effort for their implementation" Last Updated: 31 May 2023, 14:05 13. Are there any third party integrations required for the 2 systems? Required integrations may be FTP for systems on the internal network (DOM1), SFTP for systems on external networks, and APIs for even-driven integration. Last Updated: 1 June 2023, 09:27