RM1043.8-1-H M Revenue & Customs - DM IT Delivery Service Provider

Tender description

Work done so far The programme is a continuation of the work started in 2022. Each of the Programmes have multiple projects within them and they are all at different stages in the design, development and delivery lifecycle and are following an iterative approach to delivery. This will deliver new services to up to 5000 HMRC Debt Management users and new self-service Time to Pay Services for Tax Payers. Which phase the project is in Discovery Existing team The supplier will be working with HMRC resources, along with new and incumbent service providers, and also other professional service suppliers. Address where the work will be done HMRC office locations in the Midlands, Leeds, Manchester, Birmingham, Yorkshire and London. Working arrangements Services will be carried out via a hybrid working arrangement combining working from home/their own office and at HMRC offices on an as and when basis, to be reviewed and agreed between supplier and HMRC on a work package basis. No additional expenses chargeable to HMRC for travel or accommodation in agreed base office locations per SOW. Any agreed expenses will be those under HMRC's T&S policy which will be shared with the supplier. Working week will consist of 8 hour day 5 days per week. We expect the successful supplier to provide upskilling/knowledge transfer to permanent staff to increase the maturity of the internal capability. Any staff provided by the supplier must be experienced and self sufficient and be capable to lead workshops, delivery planning and any personal development of that resource must not impact the delivery of the work package. The supplier shall ensure that any resources committed to the delivery is not moved based on supplier or contractor preferences (e.g. they must complete all work required before moving to other work). Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements (optional): Must have a minimum of BPSS before employment commences and resources come on to site. Latest start date 2025-07-31 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions Mandatory HMRC additional terms added to the terms & conditions that cover: Payment & Recovery of Sums Due, Warranties, Promoting Tax Compliance, Use of Off-Shore Tax Structures, Data Protection & Off-Shoring, Commissioners for Revenue & Customs Act 2005, and related Legislation. Are you prepared to show your budget details?: Yes Indicative maximum: Indicative maximum budget £19M. The maximum budget is up to £19 million for the combined Alpha and Beta deliverables over the 2+1 duration of the contract. These figures are dependent on work programme provisions and may alter as the programme develops. Indicative minimum: Indicative minimum budget £13M. The minimum budget is up to £13 million for the combined Alpha and Beta deliverables over the 2+1 duration of the contract. Indicative minimum budget is £13M. These figures are dependent on work programme provisions and may alter as the programme develops. Provide further information: The above figures are dependent on work programme provisions and may alter as the programme develops. 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 HMRC are seeking an IT Professional Services delivery partner to support delivery of its Debt Management Portfolio of Programmes implementing a Debt Transformation & Payment Programme which will include knowledge transfer and capability development of its internal staff to increase the level of maturity and skill to manage the new service. Where the supplied staff will work North East England Where the supplied staff will work North West England Where the supplied staff will work Yorkshire and the Humber Where the supplied staff will work West Midlands Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done The work programme is to enable the transformation and replacement of HMRCs legacy Debt Management services. At Autumn Budget 2024 the Government has invested in HMRC's proposal for transformed Debt Management services that enable significant tax benefits. This includes replacing the legacy Integrated Debt Management Service and the legacy Adept and Strata (analytics and campaigns) services. In addition the work will complete the transformation of Time to Pay services and complete the delivery of new legislative requirements from Spring Budget 2023. The business problem you need to solve Replace the legacy Debt Management system where change is time consuming and costly. This involves transforming business processes and applying these to a new Debt Management platform. Replace the legacy Adept platform onto new analytical tools in the cloud. Replace the legacy Strata service that drives current debt recovery campaign's onto new Decisioning platforms. The Payments Programme has aligned with Making Tax Digital and has taken into scope delivering self-service for Time To Pay for self-assessment and also operator led time to pay service for self-assessment. In addition, the Payments Programme had further additional scope added by the Spring Budget 2023 that further enhances the Time to Pay services by introducing additional regimes, increasing scope and automation. The work will be provided as 'packages' of work that the chosen supplier will take through discovery, design and detailed design. The supplier will then oversee delivery of the work packages working alongside existing HMRC staff and HMRC suppliers. First user type: HMRCs Debt Transformation & Time to Pay Services The Programmes include transformation and replacement of legacy Debt Management services (IDMS, Adept and Strata), transformed Time to Pay services. This will deliver new services to up to 5000 HMRC Debt Management users and new self-service Time to Pay Services for Tax Payers. Questions and Clarifications 1. We have been asked to share questions & responses received. Therefore please find below the fourth and final in a series of posts supporting this request. 14. Please advise if the Buyer considers that TUPE will apply either on entry or exit. If so, please provide details sufficient to allow bidders to price for any cost implications of this. If it is thought that TUPE will apply upon entry, please provide a spreadsheet with anonymised details of all employees including gender, age, continuous service dates, contractual terms and conditions such as role, hours of work, grade, base location, notice period, holiday entitlement, base pay, allowances, contractual and non contractual benefits, bonuses, sales incentives and overtime arrangements, and any provisions dealing with change of control of the business, or payments triggered by a TUPE transfer. If it is thought that TUPE will apply upon entry, are the Services set out and envisaged in the ITT already provided by a team within the Buyer or incumbent Supplier(s)? If so, please provide details of how the current Services are delivered and whether TUPE will apply. Will the New Fair Deal apply to these? If TUPE is likely to apply on the commencement of the contract, please confirm that potential Suppliers will be given the opportunity to submit further requests for information in respect of such transfer of employees. 14. Our current understanding is that TUPE will not apply. Last Updated: 11 April 2025, 08:12 2. We have been asked to share questions & responses received. Therefore please find below the third in a series of posts supporting this request. 11. Please can you allow for an extension of time in order to submit clarification questions. 12. We note that you have not provided a sample Order Form for the Services. Therefore, we assume that the Buyer will enter into good faith discussions with the Supplier to populate the Order Form and applicable Schedules to reflect the Services envisaged in the Call-Off Specification and the Call-Off Tender as well as the Buyer’s response to any clarification questions. Further, we assume the Order Form will be updated to include a pro-forma Statement of Work (“SOW”) and set out the process for agreeing SOWs. Please confirm. 13. We note the restriction on transfers of Personal Data outside the EU/UK, please can the Buyer confirm that where contractual arrangements are in place with such providers which comply with Data Protection Legislation, it will consent to such transfers and such consent will not be unreasonably withheld or delayed. 11. The timelines provided adequate scope to support clarification questions, so in this instance the request cannot be supported. 12. Yes that is our intention. 13. A review and understanding of suppliers Security & Data arrangements will be undertaken as part of the ITT (Stage 2) requirements. Last Updated: 11 April 2025, 08:07 3. We have been asked to share questions & responses received. Therefore please find below the second in a series of posts supporting this request. 8. Attachment 1 doesn’t specify any additional assessment methods, but there’s an entry for supplier presentations in the competition timelines. Could you confirm whether presentations will form a part of evaluation, please? Can you please provide an indication of scale/number of resources required throughout the duration of the contract and the split across the locations provided? Will any TUPE apply under this procurement? Who is/was the incumbent and how long have/had they been working on this programme? 9. Please can you answer the following questions: • The stage 1 questionnaire doesn't include questions around tech development, - it’s around delivery governance, and user story creation? Please confirm this is correct. • Is there going to be a secondary tender for the technical implementation, or is this part of the chosen supplier’s role? • How many suppliers are there already delivering for this programme? • There are no requirements regarding the approach of bidders to business change across technical implementations and rollout. Does HMRC intend to address business change requirements separately? • Is there any experience of specific technologies or methodologies that you’d like to see evidenced in an ideal response? • Are there specific areas where HMRC is anticipating challenges in skills transfer? In other words, areas where HMRC feels the gap in skills will be large or require complex workforce planning. 10. We assume the reference to 'Special Term or Condition' referred to in the ITT documentation is in reference to Call-Off Schedule 23. Please confirm. If not, please provide further details of these special terms. 8. Presentations will not form part of the evaluation process. Engagements will be based on demand with associated statements of work. Number of resources deployed against this contract will vary. Expectation is 20-30 resources over the term of the contract on average however increased (or burst) capacity is expected which may increase or decrease that average. No not to our current understanding. The incumbent is not relevant in the awarding of this procurement so will not be divulged. They have been working on the programme from 2022. 9. Yes, that is correct. HMRC has a multi-supplier contract model. This contract is to provide resources for business analysis, delivery architecture and delivery management of those suppliers working alongside subject matter experts in Debt Management. No. HMRC has a multi-supplier delivery model. There will be a number of delivery teams that will be engaged as part of delivering end to end solutions. That is correct. Business Readiness teams are already in place. Experience in integration to cloud based platform as a service (PaaS) technology is beneficial however HMRC also has some legacy services using older technology. Multi-stream scaled agile ways of working is preferred. HMRC would like a winning supplier to recognise that some of the stakeholders and subject matter experts are less well versed in modern cloud based low code / no code technologies and more agile ways or working. Supporting those stakeholders on the journey of modernising key Debt Management platforms is needed. 10. Yes that is correct. Last Updated: 11 April 2025, 07:37 4. We have been asked to share questions & responses to this requirement. Therefore please find below the first of a series of posts supporting this request. 1. Stage 2 - Technical Criteria Clarification Questions 10 - Is this limited to a single case study and can you quantify what constitutes a large or medium program of work? 2. Please confirm the Essential Skills and Experience response criteria is either a 750 Character count or 250 word limit. 3. Please can you confirm there are no ‘Nice-to-have skills and experience’ requirements for this response. 4. Please confirm whether more than one example within each of the 250 word responses is acceptable? 5. Relating to stage 2. Please could you confirm if there will be a CQ window for stage 2. 6. This ITT appears to support client side delivery. Can HMRC confirm if this is the case? If so, can suppliers be client side and be involved in technical delivery of any programs being overseen? 7. We note that there is a 40% weighting on price. Please can you provide details on how you will evaluate pricing in stage 2? (e.g. Rate card vs outcome/scenario based). 1. That is for you to determine but the question will ask for a case study. If you feel your response would benefit from providing more than one case study then that is your decision to make. A large programme of work includes multiple stakeholders, complex business requirements touching on many areas of the enterprise and a delivery model that includes multiple suppliers within the end-to-end delivery lifecycle. A medium programme of work contains a smaller set of stakeholders, less complexity in the business processes (and how they interact across the enterprise) and a smaller supplier chain within the end-to-end delivery lifecycle. 2. The 750 character limit is a guide only and in the instance of the eight questions we wanted to provide an opportunity for further development of supplier responses. Therefore the 250 max word limit applies to these questions. 3. This is to confirm that there are no Nice to Have Skills & Experience questions to answer. 4. That is for you to determine. Your response will be evaluated against the content provided to the question asked. 5. We will look to build a clarification period into the stage 2 timelines. 6. Resources will work closely with delivery teams and subject matter experts. This does mean they are working client side and will be part of face to face meetings for planning and design, regular meetings to support management of deliveries and reporting into the appropriate HMRC governance as required. 7. We will be using a weighted Rate Card based on usage & importance to the Debt Management programme. Last Updated: 11 April 2025, 07:26