Awarded to Herbertan Ltd

Start date: Friday 1 May 2020
Value: £4,876,400
Company size: SME
Strategic Command, Defence Digital, MOD Corsham

RM1043/CCT836 Technical Support for Defence Digital Non-Standard Service Requests (Evolve Phase)

11 Incomplete applications

6 SME, 5 large

8 Completed applications

7 SME, 1 large

Important dates

Wednesday 15 January 2020
Deadline for asking questions
Wednesday 22 January 2020 at 11:59pm GMT
Closing date for applications
Wednesday 29 January 2020 at 11:59pm GMT


Summary of the work
Programme Management of Non-Standard Service Requests for Defence Digital including the Project Management of numerous NSSR deliveries.
Latest start date
Friday 1 May 2020
Expected contract length
Contract length: 24 Months. End Date: 30/04/22. Ext Option:6 months, subject to funding approval
South West England
Organisation the work is for
Strategic Command, Defence Digital, MOD Corsham
Budget range
The maximum amount of approved funds is
£5,830,000.00 ex VAT.
£80,000 T&S LOL ex VAT.

About the work

Why the work is being done
Defence Digital utilises numerous Managed Service Providers who provide capability-tested products and services. Customers can order these through Non-Standard Service Requests and as such, project management support is required to manage the provision of these deliveries.
Problem to be solved
The volume of complex Non-Standard Service Requests have historically fluctuated between 200 and 300 complex NSSRs to be managed concurrently, however, this number is likely to change throughout the period of the contract with the introduction of Crown Servants to supplement the team. There is also a requirement for the Programme Management of Complex and non-Complex NSSRs.
Who the users are and what they need to do
All Defence Front Line Commands and Top-Level Budgets demand services and products through Non-Standard Service Requests. Other Government Agencies may also use NSSRs to purchase the same products and services, all of which are capability-tested and available for delivery. Defence Digital customers may order data and voice communication products including (but not limited to) links, data access devices and secure telephony.
Early market engagement
Any work that’s already been done
Defence Digital has contracted for Non-Standard Service Request contractor support since 2016.
Existing team
The Non-Standard Service Request Team is led by a Senior Crown Servant based at MOD Corsham. The current contractor team consists of a Programme Manager, Project Support, Architects, Senior Delivery Managers and Delivery Managers. The number of Crown Servants is also increasing in the team, and will provide project delivery of NSSR projects as well.
Current phase

Work setup

Address where the work will take place
A small, full time management team will be required to work at MOD Corsham, Westwells Road, Corsham, Wiltshire SN13 9NR to join the existing Crown Servant NSSR Management. Non-Standard Service Requests are delivered across multiple sites in the UK and overseas, at multiple locations. Travel will be necessary to all parts of the UK and there will be a requirement for occasional overseas travel. There is also, at present, significant ongoing NSSR delivery at RAF Lossiemouth.
Working arrangements
The contractor team will be required to manage all the deliveries they are allocated. Therefore, a Programme Manager will be based at MOD Corsham and report to a Senior Crown Servant who will provide strategic direction.
Delivery Managers will work to the Programme Manager and must be able to travel to sites in the UK and overseas if required. The contractor Programme Manager will manage and run the programme.
Security clearance
Each member of the contractor team must hold valid SC-clearance at the start (and for the duration) of the contract, with a proportion of DV-cleared team members required as well (from the start of and for the duration of the contract).

Additional information

Additional terms and conditions
• We aim to get feedback to you within 2 weeks of the advert closing.
• 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 Purchase to Payment Tool called CP&F or be prepared to sign up to the tool.
• More detail will be provided to suppliers that pass the shortlisting stage.
• IR35 does not apply.
• SAL (Security Aspects Letter) applies.

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
  • ICT Project/Delivery Professionals required, with at least 4 years experience of delivering complex ICT change for MOD/similar, multi-domain Network. (10%)
  • Evidence of a systematic approach to complex ICT change delivery, from inception to closure and description of the approach to Programme Management of Complex /non-complex Non-Standard Service Requests. (10%)
  • Demonstrable experience of delivering complex ICT projects by collaborating with MOD’s Managed Service Providers. (MSPs) (20%)
  • Evidence of a working knowledge of the existing DII and MODNET environments or similar ICT networks, including MoD Security and installation standards. (15%)
  • Experience (with examples) of delivering ICT Infrastructure projects, particularly change projects. (20%)
  • Proven track record of resolving complex technical issues provided. (10%)
  • Detailed knowledge provided of Service Design and installation delivery in UK and Overseas for MOD OFFICIAL and SECRET Services. (10%)
Nice-to-have skills and experience
Experience of improving business processes by contributing to a multi-disciplinary collaborative team illustrated. (5%)

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Evidence of being technically competent to understand, advise and deliver ICT change projects and installations for data, voice and video at various security domains. (25%)
  • Depth of previous NSSR/Significant ICT Change experience illustrated. (25%)
  • Team structure defined, including ability to provide the required supporting roles. (10%)
  • Methodologies provided and the approach for delivery management and how these meet our objectives and needs. (10%)
  • Describe breadth of previous experience of change within the ICT environment, particularly with Government Departments and Managed Service Providers. (10%)
  • Describe how the programme of work will be managed. (10%)
  • Describe approach to management of risks, issues and dependencies. (5%)
  • Examples of interpreting complex data and production of high level reports (5%)
Cultural fit criteria
  • Emphasis on learning from experience and sharing this with colleagues to leverage wider customer and organisational benefit. (15%)
  • Illustrate approach to to delivering a quality service to customers (15%)
  • Excellent communication, presentation, collaboration and client/stakeholder engagement skills. (15%)
  • Effective at problem solving, complaint handling and conflict resolution. (15%)
  • A proven desire to maximise Value for money for the taxpayer. (20%)
  • Share knowledge and experience with other team members as a vehicle for mentoring and growth (20%)
Payment approach
Fixed price
Additional assessment methods
  • Case study
  • Work history
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Can you please confirm if there is an incumbent and the reason this is being re-leased is because the contract was awarded in Feb 2018 for 2 years and needs to be re-tendered and its the intention to award the incumbent?
There is an incumbent. The existing contract will expire on 30 April 2020. The Authority has published the requirement by competition and seeks bids from interested parties.
2. Can you please clarify the day rate for this assignment?
This is a DOS Outcomes, rather than a DOS Specialists requirement. Therefore, the maximum day rate is not added.
3. In the interest of an open and transparent tender process, please can the Authority confirm who is the incumbent supplier?
The incumbent supplier is ICNT Consulting Limited.
4. We note the DOS 4 clarification questions here:

Question 2019-07-12-88EYRQ: "buyers cannot exclude prospective suppliers for not holding a security clearance. If buyers will require a security clearance, they will have to sponsor the supplier when they are awarded the contract."
Based on this, please can the authority confirm that, given the DOS framework mandates buyers cannot discriminate against suppliers without current clearance, they will sponsor clearances (SC and DV) as required?
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 SC clearances which it requires to be in place to meet the contract requirements for the Authority’s review as part of its response to this requirement.
5. Re Q4
SC and DV
6. Will the successful bidder have responsibility for managing billing between MSP’s and the Authority?
No, the Authority manages the billing. The Managed Service Providers (MSP) will bill the Authority after completion of each NSSR and the Authority passes the bill on to the paying Customer. There are occasions though, when methods of payment are discussed with the Customer, such as milestone payments; although the Authority will actually arrange billing of those payments between Delivery Teams and Customer Finance Departments.
7. Will the successful bidder be responsible for delivery of requirements outside of the scope of ICT?
The successful bidder will be responsible for managing the delivery of Non-Standard Service requests for ICT products that the Authority has endorsed for Customer use.
8. Are there defined SLA’s/KPI’s for NSSR delivery?
The NSSR process is SLA-lite, with indicative timelines being used rather than KPIs although some MSP SLAs exist, they are few.
9. Will the successful bidder be responsible for the measurement of compliance to installation and security standards or will this responsibility be retained by the authority?
ICT installations, both passive and active are subject to SCIDA compliance checks through the Engineering Change Request (ECR1-5) process.
10. How will the Authority define and manage the allocation of work to the successful bidder, specifically will there be guaranteed volume of delivery allocated to the successful bidder as opposed to MoD resources?
Non-Standard Service Requests will be allocated to the successful bidder based on the complexity of the NSSR. Volume of NSSRs may fluctuate as indicated in the advertisement; they may increase or decrease, with some NSSRs being allocated at the Authority's discretion to MoD resources.
11. Will the scope of work be the same for the bidder as it is today for the incumbent, or are some aspects of the work being taken in house?
The scope may change; some aspects maybe allocated to Authority 'in house' resources, and volumes may increase or decrease according to demand.
12. Does the scope of NSSR delivery extend to cover the introduction of new capability-tested products / services and delivery of commercial CR's ?
No. NSSR delivery does not cover new capability introduction or commercial activity to introduce new products to the Authority's product portfolio. NSSRs deliver existing products that are already capability-tested.
13. What plans are there for transitioning in-flight projects from the incumbent to the successful bidder given the proximity of contract expiry?
It is estimated that there will be a two-week handover period and transfer of Management Information deemed sufficient for a new supplier to organise. Artefacts such as Project activities, Communication Plans and Stakeholder maps already exist and will be made available to the successful bidder.
14. Are all NSSRs delivered through this function, or are there different processes for things like major change?
The NSSR Process is managed through the Enterprise Portfolio Management Office, although DD Customer Services delivers some NSSRs which are usually simpler and more straightforward to deliver.
The successful bidder would not be expected to deliver customer-commissioned NSSRs, and not internally generated NSSRs which have been raised by MOD Delivery Teams.
Delivery Teams mostly raise and deliver Major Changes.
15. What is the typical duration of each delivery?
Difficult to quantify, some NSSRs can take up to 2 months and some, depending on complexity and Managed Service Provider indicative timescales can take over a year.
16. Is the incumbent supplier's resource in scope to TUPE to the successful bidder?
No. Call off clause 28.1 applies.
17. Is the NSSR tooling / processes the IPR of the incumbent supplier?
No. The NSSR tooling is Remedy. Standard Office Automation tools are used, such as Microsoft Excel. MS Office and access to Remedy will be provided. The Authority has full access to Project artefacts generated by the incumbent supplier.
18. Is it within the scope of the programme to transform/transition the current processes and tooling?
There may be adjustments to the NSSR Process during the period of the contract, but these are anticipated to be mainly categorisation and communications-focussed); these will be Authority-led.
19. Is there a requirement for the Delivery Managers to provide out of hours / weekend cover for NSSR implementations?
In some rare circumstances yes, and it is anticipated these will be to liaise with Suppliers and Customers during situations such as Planned Outages where work is scheduled. These will very occasional though.
20. Will the successful bidder have responsibility for engaging with MOD Estates and GFA owners?
In most instances, Defence Digital Customer Services and our Customers engage, interface and task MOD Estates and GFA providers. The successful bidder will require visibility of key 3rd party GFA dependencies and activities when they are undertaking scheduling activities in support of NSSR delivery.