Scottish Courts and Tribunals Service (SCTS)

Provision of a Digital Expenses System for Scottish Courts and Tribunals Service

Incomplete applications

20
Incomplete applications
17 SME, 3 large

Completed applications

27
Completed applications
20 SME, 7 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 17 April 2020
Deadline for asking questions Friday 24 April 2020 at 11:59pm GMT
Closing date for applications Friday 1 May 2020 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Provision of a Digital Expenses System to allow Scottish Court & Tribunals expense claims to be submitted, processed and paid.
Latest start date Friday 22 May 2020
Expected contract length One year with an optional one year extension
Location Scotland
Organisation the work is for Scottish Courts and Tribunals Service (SCTS)
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done Currently, expenses incurred by Scottish Court Jurors and Tribunal Appellants are submitted, assessed and paid manually. Due to a projected increase in volume of expenses in 2021, a digital solution to managing expense claims is required. Additionally, the opportunity to provide a simpler and faster digital process for Service Users complies with the Scottish Government’s digital strategy.
Problem to be solved Existing expense claims are manual, time consuming and prone to errors in submission, processing and payment.
Who the users are and what they need to do As a Juror, I need to submit an expense claim in order to be reimbursed for expenses incurred during my attendance at Court

As an Appellant or Supporter, I need to submit an expense claim in order to be reimbursed for expenses incurred during my attendance at a Tribunal Hearing

As a processor of claims working in SCTS I need to assess expenses claims and approve them for payment

As a finance professional working in SCTS, I need to ensure all accounts from which expenses payments are made are reconciled.

As a manager in SCTS with responsibility for the expenses process, I need access to management information about expenses claims that have been submitted, processed and paid.
Early market engagement Initial user research has surfaced dissatisfaction with the existing process, which is viewed as complex, time-consuming and cumbersome.
Any work that’s already been done A Discovery phase has been completed which has identified the main pain points of the existing processes and identified prioritised opportunities to transform them. It has also proposed a draft technical architecture and has brought some of the requirements to life via a prototype. The strategic road-map and output from the discovery phase will be shared with shortlisted suppliers to assist in the development of their written proposal.
Existing team The existing team consists of an SCTS project manager, business analyst and SMEs from relevant areas of the business. It is anticipated that the supplier will work with SCTS to identify payment solution(s) to enable digital payments of Service Users and integrate those solution(s) with their own. The intention is for SCTS to contract separately with a payment solutions provider.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Edinburgh
Glasgow
Hamilton
Working arrangements We wish to work with your team in a collaborative and Agile manner, including co-located team working, daily progress stand-ups and other Agile ceremonies and checkpoints. We would wish access to all members of your team for the purposes of clarification, issue resolution and progress reporting. Working arrangements during covid-19 will be reviewed as the situation evolves.
Security clearance Successful supplier must be or agree to undertake BPSS and Standard Disclosure clearance prior to contract award

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions The contract award is dependant on approval of the Digital Expenses Business Plan by the SCTS Board. Progression from the Alpha to Beta and Beta to Live phases will also be dependant on SCTS Board approval.

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
  • Have experience of providing cloud-based digital solutions for organisations (1%).
  • Have experience designing solutions for users with low digital literacy (1%).
  • Have experience providing solutions that can be configured and adapted as requirements change and grow (1%).
  • Have experience providing solutions that capture, log and make available management information (1%).
  • Have experience of Agile methods of working, including co-located teams, daily scrums and working to story-pointed sprints (1%).
  • Have experience of providing solutions that adhere to security standards and protocols (1%).
  • Have experience of providing solutions that are able to scale to meet increases in volumes and demand (1%).
  • Have experience of integrating with existing and new systems that require to be interacted with as part of the solution (1%).
  • Have experience of designing solutions for public sector or other highly regulated environment (1%).
  • Have experience of designing solutions that adopt a customer-centric approach (1%).
  • Have experience of designing solutions that follow a mobile-first approach, and which degrade gracefully on other devices (1%).
Nice-to-have skills and experience
  • Have ability to conduct user research, including recruitment of users across relevant demographic groups (1%).
  • Have experience of faster payment and open banking solutions and services (1%).
  • Have ability to collaborate virtually, including facilitating workshops and stakeholder engagement sessions (1%).
  • Have experience or knowledge of SCTS / Scottish Government specific systems (1%).

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Technical solution (7.5%).
  • Approach and methodology (7.5%).
  • How the approach meets user needs (5%).
  • How the approach or solution meets the goal of the Digital Expenses System (5%).
  • Estimated timeframe for the work (5%).
  • Approach to risk and dependency identification and management (5%).
  • Team structure (7.5%).
  • Value for money (2.5%).
Cultural fit criteria
  • Collaboration (2.5%).
  • Communication (5%).
  • Open honest way of working (5%).
  • Inclusion (2.5%)
Payment approach Fixed price
Additional assessment methods Reference
Evaluation weighting

Technical competence

60%

Cultural fit

15%

Price

25%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Do you have any specific tools/software in mind for this requirement or are you looking for a bespoke application. Are you looking for a case management solution? Bespoke system with integration with existing case management systems.
2. Could you please provide an indicative budget range? Indicative budget range £450,000 - £650,000
3. Is there an incumbent supplier, if so, who? Did they conduct the Discovery? Storm ID were awarded the contract for the initial discovery phase via the CCS G-Cloud 11 Framework Agreement. The discovery phase determined that a custom solution to SCTS digital expenses requirement was needed and the Digital Outcome and Specialists Framework (Lot 1 – Outcomes) was selected as the preferred route to market
4. What are your procurement timelines? Indicative timeline:
17/04/20: Publish contract opportunity on the Digital Marketplace
17 – 24/04/20: question and answer stage
24/04/20 – 1/05/20: Suppliers prepare response
04 - 05/05/20: SCTS shortlist 3 suppliers
06 - 13/05/20: Shortlisted suppliers invited to prepare written proposal.
14 – 15/05/20: SCTS evaluate proposals
18 – 22/05/20: Internal approvals and contract award
5. The requirements overview suggests that you anticipate this to be a custom solution. Please confirm / otherwise. If so, are there any technical standards that must be adhered to – i.e specific languages, development frameworks etc that must be used? Yes, custom solution. No specific frameworks required, other than Agile methodologies and adherence with security standards
6. Who has helped with the initial discovery phase and are they invited to participate in this opportunity? Storm ID were awarded the contract for the initial discovery phase via the CCS G-Cloud 11 Framework Agreement. They will be able to participate in the opportunity via the DOS Framework.
7. You have mentioned that Storm ID was awarded the discovery phase of the contract and that they will be able to participate in this opportunity. Given that they will have information regarding the discovery and prototype, please can this information be shared to ensure a level playing field for all other applicants? The following link contains 3 relevant documents that will assist in the development of your response.

https://www.publiccontractsscotland.gov.uk/Search/Search_AuthProfile.aspx?ID=AA00396

Navigate to the documents tab of the SCTS homepage on PCS and please download:
1. Digital Expenses Criteria
2. Digital Expenses Discovery Report
3. Digital Expenses Roadmap

Please email procurement@scotcourts.gov.uk if you cannot access the documents
8. In regard to, "Have experience or knowledge of SCTS / Scottish Government specific systems", are there incumbent suppliers who have knowledge of SCTS specific systems? Yes, suppliers that have worked with SCTS or SG on the Framework may have this knowledge. This is set as a nice to have criterion. This specific criterion will not be used to shortlist suppliers based on having the least nice to have criteria, per the DOS Framework shortlisting process. It will be evaluated along with all essential and nice to have criteria, should more than 3 suppliers meet all the other nice to have criteria. Please follow the link for more information concerning essential and nice to have criteria and download the digital expenses criteria document.

https://www.publiccontractsscotland.gov.uk/Search/Search_AuthProfile.aspx?ID=AA00396
9. Do you have any specific technology constraints, requirements or must use platforms (e.g. the Home Office specifies the use of Alfresco Activiti for workflow)? No specific technology constraints
10. Is there any preference to open source technologies over technologies involving licensing costs? No specific preference
11. Is there any preferred technology stack ? No specific preference
12. Can you give an approximation of the volume of transactions that are currently processed via SCTS (Weekly / annually) ?
Any break down available would be of interest.
We anticipate claims in the region of 150,000 per annum (this could grow as other areas of SCTS come onboard).
13. Why are you opting to build your own expenses system rather than use one of the many SaaS expenses systems already on the market? Or is adopting a pre-existing SaaS expenses tool still a viable approach to achieve your aims? 1) Off the shelf solutions we investigated are geared to the Business to Employee model, not Business to Service User
2) The Digital Expenses system must fit into other systems in the Service User lifecycle, and must adhere to the same user experience and service design standards. As such, the cost/effort of tailoring existing off-the-shelf solutions is viewed as comparable to a bespoke delivery
14. "security standards and protocols" – Does this refer to GDS standards or generic application security or anything specific to SCTS? Government standard security / risk assessed
15. "solutions that can be configured and adapted as requirements change and grow"
1) Does this refer to requirement changes and additional features post Go-Live or during Alpha/Beta phase?
2) Can you please give an example of "requirements change and grow" for clarity of the question?
1) Requirement changes post go-live 2) e,g, the business rules around what types of expense claim a Juror is entitled to change - for example, they are no longer to claim expenses for childcare
16. At present, how many users are expected to use this system daily/weekly/monthly? What is the peak load (e.g. towards expense submission deadline) We anticipate claims in the region of 150,000 per annum (this could grow as other areas of SCTS come onboard). Peaks are unpredictable due to case lengths and schdueling
17. In light of COVID 19, it is mentioned that this will be managed on an ongoing basis. Would offsite be considered in a full time solution?
What is the process for the next stage given the current circumstances?
Some on-site working would be the preference but if it can be demonstrated that offsite working on a full-time basis is viable then it will be considered equally.
18. For "Have experience of providing cloud-based digital solutions for organisations", is the focus of answer expected to be about the "solution" itself or "how" was the solution implemented. Focus on the 'how' with evidence of how a cloud-based architecture met the requirement, and addressed any potential issues (e.g. security)
19. Your questions reference experience of providing cloud-based digital solutions. Does your draft technical architecture specify a cloud services provider (AWS / Azure / Google Cloud) and which is the preferred provider? Please download the Digital Expenses Discovery Report at https://www.publiccontractsscotland.gov.uk/Search/Search_AuthProfile.aspx?ID=AA00396 for further information. If you cannot access the document then please contact procurement@scotcourts.gov.uk
20. Can you please share some details on "low digital literacy" – Is it some who has never used computers/mobile or never used been online or do not have internet access or disability or anything else? It is all those things, namely low computer literacy, lack of access to digital devices/platforms, and users with impaired abilities (solution must be WCAG compliant, so evidence of providing an accessible solution is encouraged) - see https://resources.mygov.scot/criterion/usable-and-accessible/
21. You reference experience of providing solutions that 'adhere to security standards and protocols'
Which security standards do you specifically mean?
What do you mean by security protocols?
No specific standards or protocols (e.g. ISO) are essential, but solution must conform to guidance as set out at https://resources.mygov.scot/criterion/information-governance/
22. Is your budget to cover alpha, beta and live? Yes
23. Can you advise what your existing case management system is referred to in question 1. CMS systems are bespoke / proprietary solutions (Oracle based)
24. Will you consider working with a remote team rather than co-location? The current preference is to have some on-site working when Covid 19 restrictions are relaxed. Full-time remote or off-site working will be given equal consideration if demonstrated to be viable.
25. You require "experience providing solutions that can be configured and adapted as requirements change and grow".
Do you mean solutions which can be readily developed further after project completion and handover or solutions with features that can be instantly configured with strings, switches etc via an admin panel or otherwise?
Ideally both, but question was geared more at the latter (configuration)
26. Please could you confirm or indicate what type of services/systems you are wanting to potentially integrate with the Digital Expense System? Two at present - Case Management Systems (current and future) that manage the lifecycle of a Juror and Appellant, and the SCTS Finance system (an Oracle accounting system). Additionally, integration with any third-party payment solutions.
27. Please could you confirm if you have a preferred payments provider already? Not at present. The successful supplier will work with SCTS to identify a payments provider.
28. You talk about scaling to meet increases in volume and demand. Is the service expected to peak and trough throughout a day/month or is this scaling over time as uptake increases? Over time as uptake increases. Demand is relatively constant throughout a typical day / week / month although peaks may exist if several cases are scheduled at the same period
29. A number of your questions reference 'experience of designing solutions' – with one eye on the 100 word limit, does the use of the plural suggest you would like multiple examples of past work with less detail or would you prefer a single example of our past work with more relevant detail? Focus on a primary example with brief reference to other solutions would be useful to gauge overall experience but not essential.
30. Are you considering an off-the-shelf Digital Expense system or have a preferential product here? The current preference is for a bespoke product as the Digital Expenses system must fit into other systems in the Service User life-cycle, and must adhere to the same user experience and service design standards. As such, the cost/effort of tailoring existing off-the-shelf solutions is viewed as comparable to a bespoke delivery. There is no specific preference regarding the bespoke product
31. When government restrictions are raised following Covid-19, is your preference for a co-located team based in your offices? Yes. An Agile co-located team would be preferable in a centralised SCTS location. Other approaches to working will be considered equally if demonstrated as viable.
32. In the current situation of COVID-19, is there an option to start some resources from offshore and later join the team in the UK once travel restrictions are removed? Yes this is acceptable. Alternative working models will be equally considered to co-located onsite working if demonstrated as viable.
33. When are you expecting approval of the Digital Expenses Business Plan by the SCTS Board? Mid May
34. Is the contract deemed to be outside IR35? Yes, the contract is deemed to be outwith IR35
35. Are you expecting to take the Digital Expenses System through service assessment? Yes
36. Does your question “Have experience of faster payment and open banking solutions and services” relate to creation of, or integration with, banking/payment services? Integration of / with existing services
37. How many supplier teams are you expecting to be working on this project? Two to three: One to deliver the main Expenses System, one to two payment providers. Others may be identified as required during Alpha
38. Are you expecting project teams to be made up of supplier resources only? No. Project team will be a blended team of skilled supplier resource and SCTS subject matter experts
39. Your procurement timeline has both the contract award date and the latest start date defined as the 22nd May, will there also be a period provided for spinning up the team? Yes. The projected dated of 22nd may is to conclude the contract award, which will include a short implementation period,agreed by SCTS and the successful supplier, to mobilise teams.
40. Does your question “Have experience providing solutions that can be configured and adapted as requirements change and grow” refer to the extensibility of the solution or the management of changing requirements? The extensibility of the solution
41. Can you clarify in your question “Have experience of designing solutions that follow a mobile-first approach, and which degrade gracefully on other devices” how the graceful degradation relates to a mobile-first approach? Aspects of the solution are likely to be accessed by users with tablets, laptops and desktops. Though optimised for mobile, the solution must be fully functional on all devices
42. SCTS UPDATE - BUDGET AMENDMENT Please note that the budget range has been re-calibrated as follows:

£450,000 - £650,000: 3rd Party Vendor Budget
£80,000 - 110,000: Cloud Infrastructure Budget
43. Does the budget include licence fees for any potential SasS type solution? Yes
44. Does the budget include VAT, and does it cover all stages from Alpha to Beta to Live build? The budget does not include VAT. The budget covers all stages of the build
45. What actual timeframe does this budget cover? Is it for the one calendar/fiscal year you mention as contract length? the budget covers all stages of the build independent of time frame or contract duration. The contract length is estimated at up to one year. The optional year has been included as a contingency to cover unforeseen delays not attributable to SCTS or the successful supplier. There is no expectation that the additional year will be required.
46. Does the budget include support and maintenance, in year one and beyond? If so for how many years? The budget does not cover support and maintenance costs
47. Can you break down the level of different users who will be using the system into approximate numbers?
a. Juror
b. Appellant or Supporter
c. processor of claims working in SCTS
d. finance professional working in SCTS
e. manager in SCTS
a. 60%
b. 20%
c. 10%
d. 5%
e. 5%
48. What level of reporting and MI will you need and is that part of this work/budget? MI reporting against KPIs as mentioned in the Discovery Report. Tailored MI reports (e.g. value of claims, claims made against budget codes, etc) as well as analytics-generated MI (usage, drop-off points, etc)

It is part of the work / budget
49. Where will the base data originate i.e. juror numbers, NI numbers etc? Will it be imported by integration or by “data loading” on a regular basis? Imported by integration from existing Case Management Systems
50. Will an initial data migration be required and if so, please confirm whose job any data integrity or cleansing will be. Not required
51. What are your existing case management systems and do they open APIs? A CMS exists for the Courts, and one for Tribunals. Details of technical integration points are mentioned in the Discovery Report. Neither has native API support
52. In answer 13 you state “he Digital Expenses system must fit into other systems in the Service User lifecycle. What are these systems? Court Case Management System, Tribunal Case Management System, Juror Portal, Juror Case Management System. More generically, emails and other comms channels (which should reflect the same tone of voice and level of guidance)
53. What finance system do you use? Does the finance system accept XML,EXCEL, formats etc or anything else? The finance system is an Oracle system. It would be able to accept XML and CSV files as inputs. More detail is contained in the Discovery Report available at:

https://www.publiccontractsscotland.gov.uk/Search/Search_AuthProfile.aspx?ID=AA00396
54. What payment system do you plan to use? Unconfirmed at present. Decisions around this will be made during Alpha.
55. What would be the annual budget for support and maintenance, and separately, any licence fees? The project budget covers all aspects required up to delivery of the live system. Support, maintenance, hosting and licence fees beyond the deployment of the live application may be outlined in your commercial proposal for indicative purposes but will not be evaluated. The DOS Framework does not permit support, maintenance and hosting services beyond delivery of live applications.
56. Your requirements do not mention the need for support. Will you require the supplier to deliver break-fix and ongoing change support or will that be delivered by an internal team? Or mix of both? The requirement is for all aspects up to delivery and deployment of the live system. Support, maintenance, hosting, licence fees and any other costs beyond deployment of the live system is not in scope of this procurement as it is not permitted through the DOS Framework.
57. When does the new system have to be completed and up and running to replace the current system? Are there any particular drivers around dates? The Discovery report just mentions various steps by quarter in 2020. The ambition is to have an MVP live service from October 2020
58. Is your budget to cover alpha, beta and live? Yes
59. Is the budget specified for the first year and for all phases (Alpha, Beta, etc.) The indicative budget covers all phases independent of time frame or contract length. The contract length is estimated at one year but could take less. The 1 year term with an optional year has been included as a contingency to cover unforeseen delays not attributable to SCTS or the successful supplier. There is no expectation that the additional year will be required.
60. Could you please share the current technology stack and ecosystem including cloud? No decisions have been made as to technology stack as yet. Please refer to the Technical section of the Discovery report for a proposed architecture.
61. Is a workshop planned during the proposal stage to share key inputs from prior discovery and any architectural inputs? No workshop is planned however shortlisted suppliers invited to submit a proposal may ask further clarification questions.
62. The indicative budget is for main Expenses System or does it cover payment providers and others identified as required during Alpha? It covers payment providers and others identified as required during Alpha
63. Will the application need certification by any agency? If yes, will be supplier be responsible for the getting the certification? There is no specific requirement for certification. The solution will undergo Scottish Government service design review and be submitted to internal design authorities
64. We have noted the point around responsive websites – for the sake of clarity, is the development of a mobile app in scope? No mobile app is in scope. The service user facing components of the solution should be optimised for mobile display / devices, but it is anticipated the service will be accessed via mobile browser and not via a dedicated app