Intelligent Service Operations Programme (ISOP)

Tender description

Work done so far As ISOP is a multiple phased iterative delivery we have packages of works in various stages of delivery - with regards to the specific requirements pertaining to this agreement - we are in the discovery / design phase with High level designs in progress and review. Which phase the project is in Not applicable Existing team The supplier will work alongside the established ISOP programme team and DWP Digital Service and Support Teams Address where the work will be done Primarily Government Digital Service, 7th floor, The White Chapel Building, 10 Whitechapel High Street, London E1 8DX Working arrangements It is anticipated that the majority of the work will be performed remotely. Where work is required to be completed on-site, this could be at the Corporate Hubs listed below. Blackpool - Peel Park, Brunel Way, Blackpool FY4 5ES Manchester – 2 St Peter’s Square, Manchester, M2 3AA. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Latest start date 2025-12-01 Enter the expected contract length: 4 months Extension period: 2 months Write the term or acronym: ISOP ISPP ISP TS AI DWP ML ITSM HLD Are you prepared to show your budget details?: Yes Indicative maximum: 400000 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 The Intelligent Service Operations Programme (ISOP) is a strategic digital transformation initiative within DWP, aimed at modernising service management through automation, AI, and data-driven insights. It marks a shift from reactive, manual processes to intelligent, proactive operations aligned with DWP’s goals of efficiency, resilience, and citizen-focused delivery. At the heart of ISOP is the Intelligent Service Performance Platform (ISPP), designed to maximise the value of existing technology investments. ISPP enables predictive insights, scalable automation, and responsive service delivery tailored to user needs. To fully realise ISPP’s potential, DWP must transform its operating model and service processes. This involves removing legacy constraints, adopting best practices, and leveraging native platform capabilities to reduce technical debt and accelerate innovation. The transformation is both technical and cultural, requiring new skills, governance, and a data-driven mindset. To accelerate delivery, external expertise is needed in two key areas: Service Process Redesign: Automating ITSM tasks using ServiceNow and aligning with industry standards. Key deliverables include validated HLDs, current/target process maps, CSDM-based service modelling, self-service analysis, initial flow diagrams, stakeholder alignment, and ServiceNow implementation assessment. Operating Model Optimisation: Supporting ISPP adoption through a scalable, efficient framework with clear roles and governance. Outcomes include streamlined service delivery, cost optimisation, embedded continuous improvement, and real-time data-driven decision-making via Pulse dashboards and KPIs. Where the supplied staff will work No specific location (for example they can work remotely) Who is the organisation using the products or services DWP Digital Tech Services Why the work is being done The Intelligent Service Operations Programme (ISOP) is a cross-cutting digital transformation initiative within DWP, designed to modernise and optimise the department’s digital service landscape. It represents a strategic shift from reactive, manual service management towards intelligent, automated, and insight-driven operations, fully aligned with DWP’s broader goals of efficiency, resilience, and citizen-centric service delivery. The programme will focuses on improving the Performance, Health and value of DWP Digital Services and driving operational efficiencies as an integral part of the overall DWP 2030 strategy. The business problem you need to solve 1)Redesigning DWP’s core service processes and automating lower-level ITSM tasks, maximising the utilisation of the capabilities of ServiceNow and industry standards to enhance efficiency, scalability, and proactive service delivery. DWP TS requires support in delivering the following outcomes: Validated HLDs Reviewed and aligned with transformation goals and ServiceNow architecture standards. Process Maps - Current and target-state processes (Incident, Change, Automation and Self Service). Service Aware Modelling (CSDM) - Business aware and application mapping with foundational recommendations for top 10 services. Self Service Analysis Report - Identification of missing capabilities, ownership gaps, and improvement recommendations. Initial Flow Diagrams - Drafted workflows for key services using ServiceNow Flow Designer format. Stakeholder Alignment Summary - Documented decisions on accountability, ownership, and governance model. ServiceNow implementation assessment - Determining the optimal delivery approach for ServiceNow and realistic time scale. 2)Support the redesign of DWP Digital and Intelligent Service Performance operating models to optimise ISPP usage, delivering a scalable, efficient, and cost-effective framework with clearly defined roles and governance. Specifically, DWP TS requires support in delivering the following outcomes: Clarity of roles and governance – clearly defined responsibilities, accountabilities and decision-making structures Efficient service delivery – Streamlines processes that reduce manual delivery, optimises Automation and zero touch opportunities Scalability and flexibility – designed to scale with Digital/TS needs. Adapt to demand and technology change Cost optimisation – resource plan with transparent costs and continuous improvement gains Value creation– continuous improvement embedded within evolving performance culture Data driven decision making – underpinned with Pulse led real me dashboard, analytics and KPI’s First user type: ISP Team Members within the Function First user type: Service & Support Teams across DWP Digital First user type: All Internal and External Staff members utilising our systems and using our support services. Questions and Clarifications 1. Issues around accessing clarifications. Apparently unable to view. I am not sure what options are available to me as I don't think I can upload a document. Would you be able to reach out to CCS to advise them of the issue and I will do the same to work out the work around for this. Last Updated: 21 October 2025, 10:03 2. We appear to be having the same issues with viewing the clarification questions, would it be possible to request these to be put into a document so we can view these? This is the only question relating to this that I have visibility of so I am not aware of the issue. Last Updated: 21 October 2025, 09:59 3. just wanted to confirm the word count is 750 character maximum for each of the 4 questions for stage 1 of the procurement? Hi, Yes we would like the character count to be 750 characters per question. Last Updated: 21 October 2025, 08:29 4. Can you clarify the timescales for this work (i.e. is it 4 or 6 months in total for both the process re-design and Digital TOM-related deliverables?) So the timescale for the deliverables the initial term NOT including any extension time. We would like suppliers to base this on delivering within 12-16 weeks. Last Updated: 21 October 2025, 08:26 5. Is there an incumbent supplier for this work? No Last Updated: 21 October 2025, 08:23 6.  Can you clarify whether the ServiceNow solution governs processes used by internal staff only, or also the broader UK public? This is for Internal staff only Last Updated: 21 October 2025, 08:11 7. Request for an extension We appreciate the tight timescales around these requirement but there is business need that we need to solve Last Updated: 21 October 2025, 08:06 8. Request for an extension We appreciate the tight timescales around these requirement but there is business need that we need to solve Last Updated: 21 October 2025, 08:05