PS210 - OSM Partner Operate

Tender description

Summary of the work Supply core ITIL / SIAM experts: ITIL Management roles; Change, Configuration, CSI, Event, Incident, Knowledge, Service/SIAM coherence, Transition plus Assignment Mgr, ITSM Tooling support and ITIL Assurance Lead. Options for further roles may be flexed on or off. Short listed suppliers to be provided with more information at Stage 2. Expected Contract Length 6 Months. Plus additional 6 Months subject to financial approval. Latest start date Saturday 1 April 2023 Budget Range £3,400,000.00 ex VAT for the initial 6 months. This is inclusive of £40,000.00 for Travel and Subsistence. Why the Work is Being Done The E-SIAM Programme delivered core ITIL & SIAM Capability to Defence Digital. Operational Service Management (OSM) is the receiving organisation and there is a requirement to support the live service with SQEP in ITIL & SIAM processes and to grow the footprint by onboarding new MSP and Services both internal and external. Problem to Be Solved Supporting the live running of OSM, service integration and onboarding new Suppliers and Services requires external ITIL / SIAM specialist skills and expertise to reinforce and surge those available within Defence Digital. Additional information regarding the anticipated number of roles and role descriptions will be shared at Stage 2. Who Are the Users OSM Run requires ITIL and SIAM skills and experience to supplement their teams as well as mentor and coach them in industry best practice. OSM Run senior management requires risk mitigation ability to surge ITIL and SIAM skilled resources at short notice. E-SIAM Programme team requires support, input and expertise by informed and skilled OSM Run practitioners, either those in post, freed up by resource support, or by additional roles to interact with the OSM Programme. E-SIAM Programme team requires Service and Supplier Onboarding and Service Transition expertise to support and grow the Crown Servant team. OSM Run and the Service Executive requires management information and reporting to understand the status, risks, issues and insights. Service Executive areas require ITIL and SIAM skills and experience to provide guidance and insight Work Already Done This is follow-on work from a previous similar competition and an existing capability which is expiring Existing Team Civilian, Military and contractors within the E-SIAM Programme team and other stakeholders across defence, such as Security Accreditation, the OSM BAU Run team, GOSCC, EPMO, Service Executives, etc. Current Phase Live Skills & Experience • Demonstrate, with evidence, your organisation’s experience of successfully delivering ITIL capability and support to a complex multi-vendor ITIL and SIAM migration project. (10%) • Demonstrate, with evidence, your organisation’s experience of successfully delivering SIAM capability and support to a complex multi-vendor ITIL and SIAM migration project. (10%) • Demonstrate, with evidence, your organisation’s experience of successfully delivering pragmatic and constructive ITIL support in a complex multi-vendor environment to existing BAU teams. (15%) • Demonstrate, with evidence, your organisation’s experience of successfully delivering pragmatic and constructive SIAM support in a complex multi-vendor environment to existing BAU teams. (15%) • Demonstrate your experience of providing fully trained, qualified and experienced ITIL process skilled team members for projects running in a large complex multi-vendor environment. (15%) • Demonstrate your experience of providing skilled team members who have extensive practical SIAM operational experience for projects running in a large complex multi-vendor environment. (15%) Nice to Haves • Demonstrate, with evidence, your organisation’s experience of successfully delivering complex and large scale ITIL and SIAM migration projects in a Ministry of Defence context. (10%) • Demonstrate, with evidence, your organisation’s experience of successfully maturing (on the CMMI scale) ITIL and SIAM operations in a complex multi-vendor environment. (10%) Work Location Defence Digital, Building 405, Westwells Road, MOD Corsham, SN13 9NR Working Arrangments The Programmes is run from MOD Corsham currently using a hybrid working model. It is anticipated the Team will be on site 2 to 3 days per week however that will be determined by Business requirements. T&S pre-approved for visits to other sites, such as Main Building in London or the Service Centre in Scotland; very little such travel anticipated. Security Clearance A current and valid SC clearance must be in place prior to each individual starting work on the contract due to the projects the individuals are required to work with. The clearance must be valid for the Contract's duration. Additional T&Cs • Only MOD issued laptops or MOD issued virtual desktops running on approved Company laptops are authorised for use at Official Secret. No personal laptops. • T&S must be pre-approved. T&S is paid when the Authority require you to visit other sites and will be paid in accordance with MoD Civilian Policy, T&S will not be paid for travel to Corsham. • T&S will be paid based on receipted actuals and in compliance with MoD Policy, no other expenses are permitted. • Suppliers must use the Authority’s P2P Tool called CP&F. • A Security Aspects Letter (SAL) will be issued No. of Suppliers to Evaluate 5 Proposal Criteria • Demonstrate experience and a proposal of how you will successfully and rapidly building a new team and on-board them to an existing in-flight programme? 10% • Demonstrate that the teams applied will have appropriate security clearance upon joining and the supplier has the ability to manage clearances for new staff and renewals. 10% • Demonstrate a credible plan of how you propose to rapidly on-board a team in a hybrid working environment 10% • Demonstrate experience and a proposal of how you will successfully deliver ITIL capability and support to existing BAU teams? 10% • Demonstrate experience and a proposal of how you will successfully deliver SIAM capability and support to existing BAU teams? 10% • Demonstrate how you will successfully deliver both ITIL and SIAM capability and support, integrating with other suppliers, programmes and stakeholders? 10% • Describe your fully trained, qualified and experienced ITIL & SIAM process skilled team in support of this project. 10% • Demonstrate experience and a proposal of how you will successfully deliver “Transition Management” capability.10% • Demonstrate experience and a proposal of how you will successfully deliver “Service Management” / SIAM coherence capability 10% • Demonstrate experience and a proposal of how you will successfully run and enhance a CMDB in the context of a diverse and maturing environment.10% Cultural Fit Criteria • Describe how you will work with our existing teams, artefacts and processes, getting the most from them, avoiding creating new approaches. 20% • Describe how you will provide support in a constructive, collaborative and insightful manner, without “laying down the law” within existing Teams. 20% • Describe how you will provide support, coaching and mentoring to members of our Team. 40% • Describe a situation where you had a significant contentious issue to raise and resolve. How did you resolve it? 20% Payment Approach Capped time and materials Assessment Method • Case study • Work history Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers 1. Does your reference to “practitioners” equate to subject matter experts in their field with hands on experience of running equivalent services? Yes, well put. 2. Please can you confirm that 3 Case Studies will be required, using the standard (350 word) template? Yes, Case studies will be required. However, the template will be slightly adjusted, in order to accommodate a higher word count. This will cover case studies for Technical Skills as well as cultural fit. The template will be shared with those successful at stage 1. 3. Please can you confirm that the Work Histories will be required for all core roles, so that we can demonstrate the ability to resource the programme on day one of the contract. Rather than the 'work history' template as provided by CCS, we will be requesting a 1-page, anonymous CV for each proposed worker. This will form a part of the Authority's overall evaluation. 4. Please can you confirm that if bidders submit a team (set of work histories) that are not deemed to be experienced enough for the requirement they would be deemed to be non-compliant. Possibly - depends how widespread the inexperience is. This will form a part of the Authority's overall evaluation, in line with the criteria in the advert. 5. Please can you provide details on the lead times involved in getting MODNET user accounts and MODNET laptops as this will have a significant impact on the ability to on-board a new team into programme, unless they have accounts / laptops from previous / other MOD programmes/contracts? Typically 4 weeks 6. Please can you provide details of the transition arrangements that are in place to support the knowledge transfer and hand-over from the current incumbent finishes on 31 March 2023 and the new provider that is due to start no later than 01 April 2023. Incumbent team are preparing handover packs for each area and owners identified to pick up those packs and to help pass on to a new successful bidder. 7. Please can you confirm if the text in “Additional Terms and Conditions” should read “Company laptops are authorised for use at Official Secret” should read “Official Sensitive”. Confirmed, should read "Official Sensitive" 8. Given the live service nature of some of the services being supported is there a requirement for out of hours working (e.g. evenings, weekends and holidays)? Not routinely, but there have been occasional requirements to support project imperatives. 9. Please can you provide any details of the split of subject matter experts consultants (helping to develop processes and ways of working) compared to BAU roles. The Service Centre has been operational for over a year and therefore the majority of the roles will be BAU 10. Will the financial evaluation include a scenario for the optional roles. There will be no 'scenario' provided. The optional 6 months will be priced by suppliers based on the roles required. 11. Please can you provide details about how the financial evaluation will be completed during Stage 2? Further details of the required roles and number of days will be shared. Suppliers will be asked to provide a day rate for each role and a total figure for delivering the initial 6 month Contract period. This will be used for the financial evaluation. It is anticipated that there may need to be some flexibility in the number of days worked, hence a T and M approach where the Authority will be invoiced for actual days worked. 12. Please can you confirm if the evaluation scores from Stage 1 will be used to support Stage 2 evaluation? In Stage 1, the Authority will use 'technical essential' and 'technical nice to have' criteria in order to create a shortlist. This will be based on the short responses that are provided through the marketplace (i.e. your stage 1 submission). These scores will not be used to support stage 2. In Stage 2, the technical weighting will be comprised of the 'proposal criteria' as well as the 'technical essential' and 'technical nice to haves' which will be assessed through the proposal document and the case studies. Cultural Criteria will also be assessed at Stage 2, as well as Price. 13. Please can you confirm the number of roles that are currently being provided by the incumbent supplier? Thirty Nine 14. We understand from the Digital Marketplace that CGI are the incumbent for this service, are there any performance issues that are triggering this competition? No; triggered by contract expiry 15. Please can the authority confirm how the Stage 1 will be evaluated. Will each question be reviewed independently or reviewed as one complete document? Each question is reviewed independently. 16. How should we structure our 100 word answers to make our evidence as clear and focused as possible? At your option, possibly where appropriate adopt the STAR format. Be clear to answer each question in the sequence presented. 17. Given the Capped Time and Material, please can you provide further details of how the pricing / rate card information needs to be presented in the proposal. Further details of the required roles and number of days will be shared. Suppliers will be asked to provide a day rate for each role and a total figure for delivering the initial 6 month Contract period. This will be used for the financial evaluation. It is anticipated that there may need to be some flexibility in the number of days worked, due to on-boarding times and the potential for there to be flexible working arrangements, hence a T and M approach where the Authority will be invoiced for actual days worked. 18. Are their any perceived conflicts of interest between the OSM Partner (Operate) supplier and existing MSPs in scope of the SIAM? None perceived. 19. What do you anticipate the maximum headcount to be in delivering this service. Forty Nine 20. Have there been any delivery challenges? Yes; this is a complex programme in a multi-supplier complex eco-system, it is inevitable there will be delivery challenges. 21. Which locations outside of MoD Corsham do you anticipate the supplier travelling to and what level of frequency / number of personnel Possibly the highlands of Scotland, very occasional 22. Are you confident the £40,000 T&S budget will cover the anticipated travel, given the potential need to travel to Scotland. Yes. 23. Will there be a requirement for a reference as per PS211 – ESIAM P3M Resource Augmentation. There is no requirement for a reference. 24. Is there any concern in the performance of the incumbent. No; triggered by contract expiry. 25. Is there a requirement at all for DV and is there also a restriction to UKEO for SC. No DV required, SC only. 26. Could you confirm the likely expectations for onsite work at MoD Corsham. Minimum 2 days per week. 27. How many Work Histories will be required, and will these be required for each role, and need to include the names of the individuals proposed. Yes, required for the day-1 team. 28. Please can you clarify your IR-35 determination? If the all roles are considered to be Outside IR-35 please can you provide the rationale for this and clarify whether you expect each role to be performed by a single individual. Inside IR-35. 29. Why is the proposed contract term only 6 months + 6 months? The longer term requirement is planned to be sourced through the MoD's new DIPS framework, once live. 30. To mitigate any delivery risk, how will transfer be managed from the current team? What knowledge transfer activities are expected and over what duration? Incumbent team are preparing handover packs for each area and owners identified to pick up those packs and to help pass on to a new successful bidder. 31. How many resources do you envisage to be required from “Day 1”? Forty. 32. Does TUPE apply? No, roles currently performed by another external supplier. 33. Please can you provide an indicative timetable for Stage 2 (e.g. Down select date, Proposal Submission date & Presentation if applicable)? Invitation to stage 2 will be 2nd March 2023. Proposal and Case Study Submission date 9th March 2023. Standstill Period beginning 17th March 2023. These dates are indicative. 34. Will there be an opportunity for a further round of CQs after the down-select (i.e. for Stage 2)? Yes there will be - this will be provided to those successful at stage 1 of the competition. 35. Are you able to provide information on the breakdown of roles required, scope of each role, and the expected level seniority and grades? Please email Hannah.Levin101@mod.gov.uk for this information (due to constraints of the marketplace)