RM1043/CCT782 Operational Service Management (OSM) Partner (Develop)
12 Incomplete applications
10 SME, 2 large
17 Completed applications
8 SME, 9 large
- Friday 30 August 2019
- Deadline for asking questions
- Friday 6 September 2019 at 11:59pm GMT
- Closing date for applications
- Friday 13 September 2019 at 11:59pm GMT
- Summary of the work
Business change enabling work related to the user needs.
Operational advice regarding the effective delivery of OSM and its maturity.
Operational advice regarding introduction and exit of services to Live.
These will contribute to the delivery of a number of digital outcomes including: CMDB, CIL and ITSM tooling.
- Latest start date
- Friday 15 November 2019
- Expected contract length
- Expected timescale is 24 months; current funding approval secured to end Mar 20 for Phase 1* only.
- South West England
- Organisation the work is for
- Ministry of Defence Information Systems & Services (ISS)
- Budget range
£2.74m (Excl VAT) over 24 months. Current funding has only been secured for Phase 1 end date 31.3.2020 for £622k (Excl VAT) and a separate limit of liability of £30,000 for travel and subsistence.
Phase 2 (subject to financial approval) date 01.04.2020-31.03.2021 (12 months) up to £1.725m and a separate limit of liability of £75,000 for travel and subsistence (Excl VAT)
Phase 3 subject to financial approval date 01.04.2021 - 31.10.2021(7 months) up to £274k with a separate limit of liability of £13,000 for travel and subsistence (Excl VAT).
About the work
- Why the work is being done
A new Operational Service Management OSM function, currently outsourced to a prime supplier, needs to be developed & replicated in-house before the current contract expires – the OSM Programme at ISS is taking this forward. The OSM construct ensures that IT services are delivered effectively and efficiently across Defence using a suite of interrelated management processes (SIAM) to realise coherent delivery and reporting across a multiple Managed Service Provider (MSP) landscape.
There will be a phased transition period to enable standing down of the current provision and standing up of ISS internal or contracted capability without loss off BAU tempo.
- Problem to be solved
- A range of outputs will be required to transition from an outsourced model to a new in-house operating model: professional SIAM insights delivered to mature current understanding and to enhance OSM planning; completion of discrete work identified within the TOM to resolve identified enabling gaps; a plan for knowledge transfer to prevent future contractor dependence; maturing inputs to the service life cycle from an operate perspective to deliver greater service assurance as new services go Live; key enabling artefacts matured (e.g. Service Management Framework) to enable the delivery of BAU within the future landscape, with appropriate governance oversight.
- Who the users are and what they need to do
ISS Service Operations is the user:
Delivery of key change work supporting the fielding of new tooling - Phases 1, 2, 3
Contribution to planning and delivery of assurance of Services into Live - Phase 2
Insights delivered across OSM related to operational ‘doing’ and strategic ‘coherence’ - Phases 1, 2, 3
Service management processes aligned and legacy ways of working across processes removed - Phases 1, 2
Reporting requirements defined to enable clarity of supplier reporting - Phase 1
CMDB content developed and refined - Phases 1, 2
Plans for knowledge transfer to Authority refined - Phases 2, 3
- Early market engagement
- Any work that’s already been done
- An interim Target Operating Model (TOM) has been completed and more detailed TOM work is ongoing to define changes required to deliver OSM BAU whilst exiting the current contractual arrangements. The OSM Partner will arrive in an operational business that has a maturing understanding of the detailed future operating model and what change needs to be affected to achieve it.
- Existing team
The OSM Programme was established in Nov 18 - there is no incumbent within the OSM Partner role. This is a new role made up of 3 elements subject to separate contracts to cover: 1. Designing the TOM; 2 Developing the TOM recommendations to implementation; 3. Operating in accordance with the TOM. This contract broadly applies to developing the TOM recommendations to implementation. The programme reflects the projects that sit on the critical path to delivery of an in-house capability, with manpower drawn from a contractor resource and Crown Servants.
The OSM Partner will report to Head Service Performance.
- Current phase
- Address where the work will take place
- The work will take place at the ISS Corsham, MOD Corsham, Westwells Road, Corsham, SN13 9NR
- Working arrangements
Work will be at ISS Corsham. Working accommodation for the team will be found onsite, as close to the workings of the core OSM Programme as is possible. Whilst flexible ways of working are encouraged, contractors will be expected on site for at least 4 of the 5 days in each week. This is to enable face to face discovery work and the provision of advisory services as required.
IR35 does not apply to this engagement
- Security clearance
- Suppliers will be expected to hold SC clearance at contract award.
- Additional terms and conditions
Suppliers must use CP&F or be prepared to sign up to the tool.
Travel and Subsistence will be paid in accordance with MOD policy. For phase one limit of liability (LOL) of £30,000 ex VAT For Phase 2 subject to approval there is a LOL of £75,000 ex VAT for phase 3 subject to approval there is a LOL of £13,000.
DCPP RAR-YDR957R will not form part of shortlisting process. Completion is required at Stage 2 if a bidder is unable to meet the standard an improvement plan will be required a Cyber Essentials Plus certificate will also be required..
Skills and experience
Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.
- Essential skills and experience
- Demonstrate a thorough understanding of SIAM Operational Service Management within a complex MSP environment. 20%
- Demonstrate the ability to analyse challenging service management issues in a BAU environment. 10%
- Demonstrate a detailed understanding of service management tooling. 10%.
- Demonstrate detailed experience of fielding service reporting frameworks. 5%
- Demonstrate thorough understanding of driving the service life cycle to ensure service assurance is maintained into Live services. 10%
- Demonstrable experience of defining SIAM requirements for MSP onboarding. 10%
- Knowledge of CMDB design and implementation. 15%
- ITIL L3 foundation as a minimum for contractors. 5%
- Nice-to-have skills and experience
- 1. General experience of working within or across governments departments and agencies within a service management context. 5%
- 2. Awareness of the application of service ownership within a service management context. 5%
- 3. Experience of government IT transformation projects and disaggregation post 2013. 5%
How suppliers will be evaluated
- How many suppliers to evaluate
- Proposal criteria
- The proposed solution and its coherence with OSM Programme business outputs. 40%
- The proposed approach & methodology. 10%
- Estimated timeframes for the work and a high level plan. 15%
- Identified nature of risks, dependencies and approaches to managing them. 10%
- Team structure, quality and experience of team members. 25%
- Cultural fit criteria
- Work as a team with our organisation and its suppliers. 10%
- Take responsibility for defined work outputs and be accountable. 10%
- Share knowledge and experience with other team members as a vehicle for mentoring and growth. 20%
- Challenge the status quo and question. 10%
- Ability to work in a high tempo, pressured environment. 10%
- Willing to reach across perceived hierarchies. 20%
- Strong stakeholder awareness and management skills. 20%
- Payment approach
- Capped time and materials
- Assessment methods
- Written proposal
- Case study
- Work history
- Evaluation weighting
Questions asked by suppliers
1. ‘Could the Authority please confirm that it is acceptable for a company that is involved in bidding for the FOSM contract to also be involved in bidding for this OSM Partner programme?
Further, is it acceptable that a company could be the FOSM supplier and be involved in delivering the OSM Partner programme?’
- Based on the level of information provided the Authority is unable to answer this question at this time. Therefore to support the Authority providing a full response can further details be provided via email to ISScomrclfirstname.lastname@example.org
- 2. CQ2) What is the scoring criteria to be used for stage 1 evaluation?
CQ2 Answer - Scoring criteria to be used:
0 Non Compliant
1 Partially Compliant
2 Fully Compliant
- 3. Please can you confirm that the case studies required need to be from UK based government programmes.
- No, appropriate case studies can be referenced from wider commercial examples that demonstrate competence and similar challenges / outcomes.
- 4. CQ4 Given the time and materials nature of the work, please can you provide further details of how the pricing information needs to be presented in the proposal.
- CQ4 Answer - Bidders will be required to include a Skills for the Information Age (SFIA) rate card with a blended rate for each specialism. Further details will be provided to those shortlisted.
- 5. CQ5 - Please can you confirm how the T&S LOL element of the pricing will be included in the pricing evaluation?
- CQ5 Answer - The T&S LOL will not form part of the financial evaluation as this is a cap set by the Authority. The price evaluation will focus on the bidders proposed rate card.
- 6. CQ6 - Please can you confirm if the 100 word responses to the Essential Skills and Experience will be used in the final evaluation of the proposals?
- CQ6 Answer - The responses to the Essential Skills and Experience will only be used for the shortlisting. The final evaluation will focus on the proposal criteria and cultural fit criteria
- 7. CQ7 - (As at CQ 6) Please can you confirm if the 100 word responses to the Essential Skills and Experience will be used in the final evaluation of the proposals?
- CQ7 Answer - The responses to the Essential Skills and Experience will only be used for the shortlisting. The final evaluation will focus on the proposal criteria and cultural fit criteria.
- 8. CQ8 - Please can you confirm how you propose to evaluate the pricing element of the proposal, in particular comparing one supplier compared to another. Do you require a rate card with specific bands? Or are you evaluating the pricing based on the overall cost of the proposed team? If so, how will you evaluate the price vs quality of the team proposed.
- CQ8 Answer - Bidders will be required to include a Skills for the Information Age (SFIA) rate card with a blended rate for each specialism. Further details will be provided to those shortlisted. This rate will be evaluated based on scenarios to ensure VfM. Further details will be provided to those shortlisted.
- 9. CQ9 - Recognising that we are entering a BAU environment, please can you confirm if the OSM Partner will be just supporting the future programme or will they also be asked to support current BAU activities?
- CQ9 Answer - The OSM Programme is designed to meet the requirements of the future state Target Operating Model. There will be aspects of the scope that seek to improve current practices (BAU) through knowledge transfer in order to enable the successful migration to the required future state.
- 10. CQ10 - Are the team expected to travel to locations other than Corsham?
- CQ10 Answer -There is no anticipated travel away from Corsham
- 11. CQ11 - In the Budget range section of the DOS advert, there is a limit of liability for travel and subsistence. Please can you confirm if the T&S LOL can be used for T&S for travel to Corsham or if its only for Authority requested travel from a Corsham base location?
- CQ11 Answer - T&S can be used for travel to MOD Corsham and therefore the Authority expects that all rates should be less travel and subsistence. The T&S will be claimed on receipt of actuals. The Authority expectation is that the Contractor will leverage its buying power to ensure costs are fair and reasonable and in accordance with MOD policy.
- 12. CQ12 - Please can you provide details of how many references and case studies will be required?
- CQ12 - No less than 1, no more than 3 for each. Further details will be provided to those shortlisted
- 13. CQ 13 - Please can you provide an indication of the timelines for the next phase(s) of the procurement, in particular your expected timescales for submission of proposals and presentations.
In addition to the dates outlined, it is intended to:
Shortlist no later than 20 Sep 19 bidders will be issued successful/unsuccessful debrief letters week commencing 23rd September.
Receive shortlisted bidder proposals by 3 Oct 19 at the earliest.
Conduct presentations 16-18 Oct 19.
Award contract no later than 4 Nov 19. Please note these dates are only provided for indicative purposes and are not confirmed and may be subject to change
- 14. Given the links that the OSM Partner is expected to work with the team in the GOSCC, please can you confirm if there is any requirement for DV cleared staff?
- At this time DV is not deemed to be necessary.
- 15. CQ15 - (As at CQ3 ) Please can you confirm that the case studies required need to be from UK based government programmes?
- CQ15 - No, appropriate case studies can be referenced from wider commercial examples that demonstrate competence and similar challenges / outcomes
- 16. CQ 16 - What is the expected timetable for key milestones between the closing date for applications (13/09/2019) and the latest start date (15/11/2019)?
CQ16 - In addition to the dates outlined, it is intended to:
Shortlist no later than 20 Sep 19.
Receive shortlisted bidder proposals by 3 Oct 19 at the earliest.
Conduct presentations 16-18 Oct 19.
Award contract no later than 4 Nov 19. Please note these dates are only provided for indicative purposes and are not confirmed and may be subject to change.
17. Could the Authority please confirm that it is acceptable for a company that is involved in bidding for the FOSM contract to also be involved in bidding for this OSM Partner programme?
Further, is it acceptable that a company could be the FOSM supplier and be involved in delivering the OSM Partner programme?
- Further information already requested under clarification question 1
18. Please can you advise whether you have an existing IT Service Management (ITSM) Toolset or will look to procure a toolset as part of this tender?
If existing, please advise which ITSM Toolset is in scope to be used by the OSM.
If looking to procure as part of this tender, please advise whether cost is within scope of the allocated budget?
- The Authority currently uses BMC Remedy V9 as its ITSM toolset and will continue to do so for the duration of this agreement.
- 19. Are there any major MSP onboarding/offboarding activities taking place in the planned lifecycle of the engagement that may increase risk to delivery?
- There are a number of onboarding activities that will take place, not least the procurement of a Service Desk provider. These are not viewed as risks.
- 20. Is the current OSM part of one of the MSP’s?
- Yes, aspects of current OSM capability are delivered by DXC and its subcontractors as part of the MODNet MSP
- 21. Is there a view on allowing the OSM partner or the scope of the engagement the opportunity to evaluate both the current OSM tooling and the wider ISS SIAM with the proposal to make them one – to create an Enterprise Service Management provision?
- No, this is beyond the current scope of the OSM Partner.
- 22. Will the engagement scope cover cyber processes, organisational change e.g. closer OSM/JCU working, tooling integration?
- Yes. The detailed Target Operating Model will articulate relationships and requirements with regard to this area.
- 23. Will the partner run tooling definition, ITT and procurement activities as part of the engagement?
- No. OSM Partner will not be involved in ITT and procurement activities OSM Partner maybe engaged in the configuration of the tools process. Tooling definition is being taken forward by a separate team, however there may be engagement related to the configuration of the tooling with the processes.
- 24. Are Helpdesk/service desk call handling staff considered as part of OSM?
- No, they are part of the Service Centre procurement.
- 25. Does the MOD ISS wish to integrate the OSM more closely with the GOSCC/Operate/defend covering both corporate ICT and military Ops CIS? Are there thoughts around subsuming the OSM layer directly in to Operate?
OSM is already integrated closely with GOSCC and delivers across all ISS services.
The OSM layer is already delivered within Operate.
- 26. Will the partner be able to or expected to drive requirements for integrations from and to MSP and ISS Design/Develop to ensure OSM have greater visibility, knowledge and automations to hand for improved operations?
- Within the OSM Partner’s scope is responsibility for ensuring assurance across MSP onboarding activities and across the breadth of the service life cycle from an operate perspective. Whatever is put in place needs to be able to exploit knowledge and automation for future improvements – these are beyond the scope of the initial OSM Partner.
- 27. Will the partner be able to introduce or participate in the maturity of the Service Management Framework to ITIL 4, or will this be out of scope?
- The OSM Partner will be intimately involved in the maturing of the Service Management Framework. Initiatives are already in train within ISS to bridge ITIL 3 to ITIL 4. Any additional activities that enhance this will be welcomed, however transitioning to ITIL 4 in this phase is not a priority.
- 28. Will the partner be allowed to define and run agile sprints as part of the delivery methodology engaging ISS and incumbent OSM staff as product and development roles?
- ISS welcomes methodologies that enhance outputs and are not disruptive to the delivery of BAU. Agile is one such methodology.
- 29. Will OSM TOM work be subordinate to any new ISS Operate or even wider Operating model changes – are organisation transformations expected during the engagement period?
- Wider transformation nests within the context of the MOD’s Digital and IT Functional Strategy and the wider ISS SIAM development. It is highly likely that adjustments to the current operating model will be enacted during the tenure of the OSM Partner and there needs to be sufficient flexibility maintained to accommodate these.
- 30. Will the partner engage directly with the SIAM Authority for approvals or will they be subordinate to the Programme and SRO?
- The OSM Partner will be able to engage directly with the SIAM authority but it will remain subordinate to the OSM Programme service executive.
- 31. Will the partner be able to use their own design tooling to produce products? Will the partner be able to demo tooling and use SaaS services not currently used by MoD?
The outputs required of an OSM Partner are considered to be reports, where standard Microsoft Office tools are sufficient. Further detail will be provided to those shortlisted.
On SaaS and demoing tooling, the OSM Partner will be expected to offer advice that will enhance the delivery of OSM (current and future). Maintaining MOD’s awareness of industry standard approaches in the OSM space is in scope. But this does not stretch to the requirement to demo. The main focus of this package of work is on people, process and MSP engagement.
- 32. Will the MOD sponsor the vetting process for SC for staff who do not already have clearance?
- The Authority’s expectation is that the winning bidder will hold sufficient SC clearance for its personnel at Contract award to deliver the required outcomes. Should suppliers not be able to meet this requirement, it should identify any additional SC clearances which it requires to be in place as part of its response, for the Authority’s review.