Office of Gas and Electricity Markets (Ofgem)

Replace existing register and integrated CRM system for managing a renewable heating scheme copy

Incomplete applications

19
Incomplete applications
17 SME, 2 large

Completed applications

26
Completed applications
22 SME, 4 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Monday 14 October 2019
Deadline for asking questions Monday 21 October 2019 at 11:59pm GMT
Closing date for applications Monday 28 October 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Redesign and replace the product that manages the Non-Domestic Renewable Heat Incentive scheme
Latest start date Thursday 2 April 2020
Expected contract length
Location London
Organisation the work is for Office of Gas and Electricity Markets (Ofgem)
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The existing product is no longer capable of managing the required volume of transactions in a timely and efficient manner, due to a fragmented and disjointed architecture with a high level of technical debt. The service consists of a bespoke register integrated with Microsoft Dynamics Version 11 The objective is to redesign the service resulting in a modern product that supports the needs of the end user. This needs to be delivered by March 2021 when the scheme closes.
Problem to be solved The current service does not meet internal and external user needs.
Who the users are and what they need to do • External users including participants, installers and intermediaries that complete applications, install systems, submit meter readings, fuel records and notify us of any amendments to their renewable heating system.
• Internal users, who administer the scheme to process applications, manage payments, meter submissions, fuel records, technical amendments and other back-office tasks.
• Audit, compliance and counter-fraud teams who monitor fraudulent practices and actions that breach regulatory requirements.
Early market engagement
Any work that’s already been done We are at present in discovery phase and have undertaken internal user research workshops and interviews on processes, pain points, functionality and additional requirements. The output of these have been documented in functionality tables.
We are completing external user research to establish how participants interact with the current service and what their needs are. This research is also seeking to talk to agents, auditors and installers.
Existing team Existing team is a Senior Delivery Manager, User Researcher, reporting into the Head of Delivery Management with assistance from BA team. The shape of the team will evolve as the project progresses.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The Supplier will be required to work at
10 South Colonnade, Canary Wharf, London,
E14 4PU
Working arrangements Suppliers will be required to be on site 5 days a week Monday-Friday to work with delivery team. They will be required to update various teams and senior managers and run show and tell sessions.
Expenses will be in line with Ofgem expenses policy and security must meet Ofgem's requirements.
Security clearance Security clearance is S/C

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • The supplier has previous experience of delivering a similar programme
  • The supplier has evidence of delivering at scale
  • Work well in an Agile team, adhering to sprint ceremonies, and working collaboratively with teams outside of your immediate remit
  • The ideal candidate will be well versed in GDS requirements
  • Approach to data migration from existing system to new system and understanding of risks involved
Nice-to-have skills and experience
  • Demonstrate transparent, collaborative approach to work, sharing this with the project team and seeking actionable feedback
  • Identification of risks, dependencies, and offered approaches to manage them
  • A knowledge or understanding of renewable energy support schemes and relevant technologies would be beneficial
  • Evidence your work with clients of different levels of technical expertise
  • Team structure including roles, resourcing levels, responsibility and availability

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 10
Proposal criteria
  • Value for money
  • Technical solution
  • Time to deliver solution
  • Approach and methodology
  • Cultural fit
Cultural fit criteria
  • Demonstrate transparent, collaborative approach to work, sharing this with the project team and seeking actionable feedback
  • Evidence your work with clients of different levels of technical expertise
  • Good Stakeholder management
  • A knowledge or understanding of renewable energy support schemes and relevant technologies would be beneficial
  • Have a demonstrable approach to diversity and inclusion
  • Share information and be open to suggestions
  • Demonstrate approach to engaging with senior stakeholders
Payment approach Fixed price
Additional assessment methods
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence

70%

Cultural fit

10%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you provide an estimated budget for the project? In the region of £1m
2. Will this CRM system be separate from other, existing IT systems that already exist within Ofgem? Will integration be required along with migration from the existing MS Dynamics instance? We are proposing to replace the current CRM register hybrid with a standalone register. Data will be required to be migrated from current systems to new configuration
3. Can you provide additional detail on the anticipated system requirements including anticipated users, interfaces and transaction volumes This is commercial confidential data and will be available to short listed suppliers
4. You state that the new system needs to be in place by Mar 21. When do you expect the project to start and are you expecting the new system to go live before this date If we move forward with the project, we expect to start April 2020. We are expecting the new system to be operational and data migrated from current systems by 31st March 2021
5. Can you share the outputs from the user research including the referenced functionality tables Not at present as they are confidential
6. Can you please confirm the steps within the procurement process and the procurement schedule? If we move to procurement phase, we will follow the Digital Marketplace guidance on tendering, evaluation and award of contract.
7. If the Q&A session is being held on 1st November, this is after the submission date of 28th October. Are the dates correct? Dates are correct; this date was set as key personnel are on leave until that date.
8. With regards to data migration, are all data sources maintained in MS Dynamics currently? Data sources are maintained within both the CRM and register database.
9. Are there any other data points to be considered? There are external third parties we engage with for information and checks
10. How are ongoing changes to the Incentive scheme managed and planned for the transition by March 2021? Internal resource and our third party supplier manage changes.
11. Do you envision changes to the Ofgem RHI customer site? E.g. RHI account creation will be redirected to an optimised omnichannel, modern experience We will change the front end configuration and switch from a CRM/register configuration to a single platform
12. Will the current architecture and design be made available Not at present
13. Can you confirm the scope of roles you require from the team A typical Agile Team is envisaged, co-sourced between a successful bidder and the Ofgem Team
14. Will stakeholder management structures already exist? E.g. regular working groups, identified Product Manager and Owners? Some stakeholder management is in place and will be enhanced as the project starts.
15. Will a complete output of the discovery phase be made available to us and is there more detail than functionality tables E.g. Use Cases, Scenarios, Epics and user stories and detailed requirements (functional and non-functional) allow suppliers to provide fixed price proposals as requested? Not at present, they will be provided if we move forward with the project to shortlisted suppliers
16. Will the existing team continue to support the delivery after the discovery phase and what will their ongoing responsibilities be? Yes, the in-house team will remain to deliver the redesign project
17. Will the functionality tables be made available in order for suppliers to construct a commercial response Not at present, they will be provided if we move forward with the project to shortlisted suppliers
18. You refer to the need for the work to be delivered by March 2021, does this imply that the new service will only be maintaining those registered up to that date and not need to support new applications from March 2021? Once the scheme closes, we will only be administering the scheme on participants already registered.
19. Please can you advise how we are to provide evidence in 100 words for the following question: Question: Team structure including roles, resourcing levels, responsibility and availability. Please also can you let us know what would constitute a 3 in this question The 100-word limit is set by the market place requirements, to gain a 3 all criteria needs to be met.
20. There is no contract length or budget specified, can you elaborate? Is the expectation that this will be an alpha, private beta, beta service inline with GDS Expected budget is around £1m and project length is estimated at 12-15 months with warranty period additional
21. Is Ofgem currently working with a Microsoft Partner and if so, will they be responding to this RFI? We are working with a partner, it is unknown if they will apply.
22. 'Due to leave I will hold a conference call on 01 November 2019' This appears to be after the deadline for this opportunity? Is this for down selected parties only? Conference call is for all suppliers
23. I am looking into GDS do you have any appendix on this subject they refer to, is it the Government Digital Service relating to public sector website accessibility GDS experience is required all information available via GDS links.
24. Will Ofgem provide SC clearance if required? Suppliers would request S/C and Ofgem will verify.
25. Do you consider this engagement to be inside IR35 Outside IR35
26. What are the Payment terms Invoiced as agreed with chosen supplier
27. Are there SLA’s that must be met – if so what are they Will form part of call off contract
28. What’s the notice period for standing up /down teams Will form part of call off contract
29. What is the performance of the current service Information made available to shortlisted suppliers
30. What are the non functional requirements and to what degree are these tested and proven This is commercial confidential data and will be available to short listed suppliers
31. What are the technical / other internal standards that must be met Comply with GDS Guidelines in agile delivery; meet Ofgem architecture and security Requirements
32. With regards to SC Clearance, would this be requested for the successful supplier’s team if it was not in place already Suppliers would request S/C and Ofgem will verify.
33. This objectives of this opportunity look similar to a previously published opportunity here: https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/9618 Can you please explain how these opportunities relate Ofgem has five schemes with each one having its own register; the RER redesign is a separate delivery to replace that system. Therefore, they are discreet register on separate schemes but will be built on the same architecture.
34. Will the existing supplier be providing knowledge transfer support to the new supplier and will the existing supplier support the cutover to the new system by a planned removal of the existing system? Ofgem teams will support transfer and third party will be engaged as required.
35. If there is no existing supplier, who holds technical knowledge o the current system and will this be made available to the new supplier The knowledge is held in house and by a third party supplier and will be made available once contract awarded
36. Can you clarify what you mean by “The ideal candidate will be well versed in GDS requirements”? Do you mean GDS methodology and development approach, or do you mean experience of GDS assessments? Or both? GDS methodology and development approach is the required attribute.
37. Can you clarify what you mean by “Evidence your work with clients of different levels of technical expertise”? What sort of evidence do you want and what sort of expertise? Evidence that supplier can work with teams of differing technical abilities and give evidence where and how they have, this to include upskilling of staff.
38. Will there be a gradual introduction of the new service? Perhaps parallel running with new applications on the new system? Or a “big bang” cutover approach? If Ofgem decide to progress with the redesign a decision on the approach will form part of the project plan, however, there is every likelihood this will be a "Strangler" approach.
39. What integrations are required into the new system? Eg finance, Outlook, SharePoint, external systems etc Back office functions will be required, connection to third party suppliers and integration with other internal systems including payments.
40. Prior to the proposal stage, will a full set of requirements be issued to potential suppliers? Methodology for delivery has not yet been determined
41. Can you clarify what you mean by “The supplier has previous experience of delivering a similar Programme”. What are considered similar programmes? A similar Programme would be a register redesign
42. Can you clarify what you mean by “The supplier has evidence of delivering at scale”. What is considered “at scale”? A similar Programme would be a register redesign or equivalent
43. Will the user requirements Discovery be complete prior to project commencement? Yes
44. Is there a requirement for users (perhaps mainly external) to access and update the system via mobile or tablet? Yes all technology types
45. You say that “the shape of the (internal) team will evolve as the project progresses. “ Will Ofgem supply a User Researcher and BA throughout the project? Yes both will form part of the internal tram.
46. Will the new system require a GDS assessment? If we decide on a redesign, GDS will be required to assess
47. Are any payments made through the system and what payment system do you plan to use if so Payments are paid through the system and we use Sun technology.
48. Please can you clarify What is the total number of users – internal and external broken down by: This is commercial confidential data and will be available to short listed suppliers
49. What do you see as ongoing support requirements and for how long might this last? Once hand over is complete we will require support during any warranty period and after the systems will be supported by Ofgem teams.
50. Are you seeking to replace the Dynamics solution with another product, or are you looking for a Dynamics “upgrade”? We are going to replace the Dynamics element.
51. Does the budget include licence fees for any potential SasS type solution? The budget can utilised in whatever is the best solution
52. What are your lessons learnt between start of project and to date? This will be available to short listed suppliers
53. Is there a requirement to migrate data from the existing system Yes all relevant data will be migrated.
54. Will integration with Dynamics be a requirement? No
55. Is there a budget specified in the business case for this project? Yes, around £1m
56. Is it correct that the Q&A session will be held after the closing date for submission of bids Yes due to key personnel availability
57. Do you have an architecture/product roadmap? Can you share this Not at present, they will be provided if we move forward with the project to shortlisted suppliers
58. How many external users are expected to be integrated to the Incentive marketplace? This is commercial confidential data and will be available to short listed suppliers
59. How many applications and transactions are processed in a month? This is commercial confidential data and will be available to short listed suppliers
60. How many internal users administer the Incentive scheme at OFGEM? This is commercial confidential data and will be available to short listed suppliers
61. What are the volumes of transactions This is commercial confidential data and will be available to short listed suppliers
62. Do you have a metric for the number expect user community and it's location and expected preferred interface device ? This is commercial confidential data and will be available to short listed suppliers
63. Please can you clarify External users including participants, installers and intermediaries that complete applications, install systems, submit meter readings, fuel records and notify Ofgem of any amendments to their renewable heating system. This is commercial confidential data and will be available to short listed suppliers
64. Please can you clarify Internal users, who administer the scheme to process applications, manage payments, meter submissions, fuel records, technical amendments and other back-office tasks This is commercial confidential data and will be available to short listed suppliers
65. Please can you clarify Audit, compliance and counter-fraud teams who monitor fraudulent practices and actions that breach regulatory requirements This is commercial confidential data and will be available to short listed suppliers