Highways England Company Limited

IT Service Transition Support

12 Incomplete applications

9 SME, 3 large

20 Completed applications

15 SME, 5 large

Important dates

Thursday 12 March 2020
Deadline for asking questions
Thursday 19 March 2020 at 11:59pm GMT
Closing date for applications
Thursday 26 March 2020 at 11:59pm GMT


Summary of the work
The supplier will be responsible for running delivery of service transition, including delivery of tender documents, project plans, programme deliverables, procurement, budgets and business engagement. The primary areas for support are transforming core ICT Services.
Latest start date
Sunday 26 April 2020
Expected contract length
12 months contract term + 12-month extension option
North East England
Organisation the work is for
Highways England Company Limited
Budget range
The total cost for service transition, service management, delivery management and digital commercial capability to be in the following range for 12 months (April 20 to March 21) £700,000 - £800,000,

About the work

Why the work is being done
In line with wider HE strategy, ITD has been running an IT Contract Replacement Programme to move away from its current technology focused contractual arrangements with its IT service providers, to a ‘lines of service’ approach. Our objective has been to implement a new partnering approach by having a ‘strategic’ partner(s) client-side providing both technical support and capability building, and a number of specialist ‘delivery’ partners on a call-off contractual basis.

There is a significant amount of work to do over the next 12-months to continue requirements gathering, Business case creation, market engagement, procurement, and transition to new service arrangements for a new of individual technology focused services.
Problem to be solved
We need to transition various IT Model contracts to new dis-aggregated services to ensure continuity of service.
Who the users are and what they need to do
As a user of IT corporate services, improvements are expected in:
Application Migration and Cloud Services Support
Contact Centre Telephony
Corporate Telephony
Connectivity Services
Managed Print
IT Service Desk
Applications Maintenance and Support
Applications Development
Other IT Contracts that are due for renewal during the period.
Early market engagement
Any work that’s already been done
The ITCR Programme has been operation for 24 months, it is well established and delivering tangible results, the key aspect is the continuation of this Programme for the next 12 months whilst Highways England decides to and prepares to in-house, as appropriate.
Existing team
Small external team. This contract needs to continue the work already commenced and support the existing IT Service Operations. The supplier will be responsible for providing service transition, service management, delivery management and digital commercial capability. This capability will require engagement and collaboration with SRO (Service Operations Director), the IT PMO, commercial function, IT Procurement, IT Service Operations and a range of third party suppliers
Current phase

Work setup

Address where the work will take place
Highways England, Lateral, 8 City Walk, Leeds, LS11 9AT
Working arrangements
The supplier will be required to work collaboratively which means working on site (at least 3 days per week to allow sufficient stakeholder engagement and support). Supplier costs must be inclusive of all expenses. Travel and Expenses will be paid at the normal Highways England Policy.

The supplier is expected to stand up a team made up of the specialist skills required (business case creation, service transition, service management, delivery management, digital commercial capabilities) to deliver the outcomes (as outlined in the summary of work below).
Security clearance

Additional information

Additional terms and conditions
The evaluation criteria will be scored as follows:

Weak 1-4 Little evidence that the proposed approach has been influenced by experience on other projects

Fair 5-7 Adequate level of evidence that the proposed approach has been developed as a result of successful experience on other projects

Good 8-9 Substantial evidence that the proposed approach has been developed from other projects using formal continual improvement processes

Excellent 10 Substantial evidence that the approach has been developed using continual improvement processes, which are routinely used to develop approaches and deliver the objectives successfully on all projects.

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
  • Delivery of complex IT service transition projects/contracts within large and complex environments against aggressive timescales, whilst overseeing disaggregation from legacy supplier’s
  • Overall planning for service transitions and co-ordinate the resources for the delivery of a migration of existing tower contracts to new agile partnering contract with minimum disruption of IT services
  • Delivery of IT service management capability as well as ensuring effective business relations are maintained across both IT and wider organisational teams as services are transitioned to new suppliers
  • Delivery management capability for effective delivery of complex, high risk services
  • Strong communications skills to support the effective delivery of the new services and business engagement with large numbers of end user’s
  • Demonstrate experience of digital/technology commercial partnering and development of these through contracts and/or frameworks
Nice-to-have skills and experience
  • Experience in skills and knowledge transfer of service transition, service management, delivery management and digital commercial skills
  • Account management to new suppliers
  • Have demonstrable experience of matrix-managing a multi-disciplinary programme team within the last 12 months

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Team members and experience
  • Team Structure
  • Mobilise team
  • Flexible resources
  • Approach and methodology
  • Value for money
Cultural fit criteria
  • Function effectively and collaborate in a multi-supplier environment
  • Working successfully in complex public-sector organisations
  • Approach to proactive issue management, problem resolution and improving ways of working
  • Share knowledge and experience with other teams
Payment approach
Capped time and materials
Additional assessment methods
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please can you confirm whether the incumbent will be applying for the opportunity?
Possibly, however we don't know who will apply.
2. Is this an extension of this contract https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/9249
Technically this will be a new contract and not an extension. However, it is the replacement for this contract.
3. Can Highways England confirm that the successful supplier will not be precluded from bidding for contracts subsequently procured under this service.
Approriate governance and ethical walls will be introduced in the event that the successful supplier wished to bid for a contract whos procurement was being support via this service, to prevent conflicts of interest.
4. Can you confirm whether there is an incumbent, or whether this team will supplement the "Small external team" already in place?
This is a new contract to replace the service provided by the "Small exernal team".
5. Please can you confirm whether expenses will be paid in line with the normal Highways England Policy or whether the supplier costs should be inclusive of all expenses?
Reasonable expenses will be paid in line with Highways England Travel & Subsistence Policy
6. Who are the incumbent supplier/s working on this service?
Mozaic Services Limited
7. Who from your team will be scoring applications for this opportunity and what positions do they hold?
The assessment panel will comprise 3 permanent Highways England employees.
8. Please can you provide details of the next steps following this initial application i.e. notification of shortlist, deadlines for the written proposal, presentation etc and any indicative timeframes?
Up to 5 days to evaluate 1st stage responses to shortlist - 2 weeks deadline for shortlisted proposal/Price - further week for evaluation- interviews etc -this may be affected by the present situation.
9. Will Leeds be the only location for this work, and if travel is required to other locations, will this be expensable?
Travel will be required, once current restrictions are lifted. Expenses will need to be approved beforehand and in line with HE policy. Policy will be provided.
10. Upon award, will the people delivering this work for the successful supplier be deemed out of scope of IR35?
11. Given the global COVID-19 impacts on ways of working, are you setup to work remotely with suppliers? How much work do you anticipate being required on-site?
Flexible / remote working is expected to be the main delivery method in the interim due to current circumstances.
12. Are you open to working in an agile manner/a blended approach to deliver this project’s outcomes (eg conducting user research to understand user needs before implementing new technologies)?
13. Please could you clarify the meaning/intention of "Demonstrate experience of digital/technology commercial partnering and development of these through contracts and/or frameworks".
This should be clear from the published requirements.
14. Can you advise if the current timescales stated is still applicable, due to the Coronavirus and the Government guidelines currently within the UK?
We are proceeding under the published timetable.
15. What is the timescale for the agreement of a shortlist of 4 suppliers for the next phase?
1-2 weeks
16. "• Do you have a procurement framework that describes your agile partnering contract, and if so can you share the details?
• Can you share the details of any/all of the services that you are expecting to transition to new suppliers?
• Can you provide numbers or an order of magnitude for the “large numbers of end users”?
• What activities fall in scope for the Account Management of new suppliers"
1. Not at this stage.
2. Not at this stage, we have several services approaching contract end date, which require either extension/new contract, requiring transition or both.
3. our userbase is approximately 5000 internal staff and more than 1500 external staff.
4. (i) Develop strategies for supply chain efficiency including long term goal of reducing cost to serve through contract renegotiation
(ii) Continuous improvement of processes and ways of working to deliver enhanced service performance through new / renegotiated contract underpinned by appropriate commercial arrangements.
(iii) work on quotes, contract negotiations as well as identifying and delivering cost saving projects