Awarded to BJSS Limited

Start date: Monday 6 July 2020
Value: £450,000
Company size: large
Highways England

ITIP0028 Service Design Evolution - Architecture, user experience and transport technology

15 Incomplete applications

14 SME, 1 large

37 Completed applications

23 SME, 14 large

Important dates

Thursday 21 May 2020
Deadline for asking questions
Thursday 28 May 2020 at 11:59pm GMT
Closing date for applications
Thursday 4 June 2020 at 11:59pm GMT


Summary of the work
A team to support the evolution of our IT Service Design function. Establishing a robust baseline position and developing the right ways of working and supporting toolkit to make our work an integral part of our IT Customer Journey (internal approval process for all IT requirements).
Latest start date
Monday 22 June 2020
Expected contract length
Work is expected to take until April 2021
No specific location, for example they can work remotely
Organisation the work is for
Highways England
Budget range
up to £0.5m

About the work

Why the work is being done
Our IT Service Design function is critical in supporting the right technology services for our organisation and customers. This year we need to baseline our current position, implement suitable ways of working and tools for architecture and user experience and embed key products within our IT Customer Journey (internal approval process), the route through which requests for technology enabled solutions must flow.
Problem to be solved
We need to deliver to three key goals;
- We hold a robust 'as-is' view of our architecture across business and operational services using common tools and formats
- We must integrate with our IT Customer Journey (internal approval process) by defining key guidance and products that are common to all requests, are scalable and support successful delivery
- We must make the investment case to provide farther reaching design services
Who the users are and what they need to do
Our work supports our whole organisation, our supply chain and customers. Direct impact will be on all our customers using the IT Customer Journey (our internal approval process).
Early market engagement
Not undertaken.
Any work that’s already been done
Our division have already collaborated this year to consider priority areas for development of our function and have defined five outcomes for this work package.
Existing team
You will be working directly with our leadership team reporting to the Head of IT Service Design. It is possible that some ongoing discovery work through one of our current architecture support suppliers may still be in progress but this work package will take the lead.
Current phase

Work setup

Address where the work will take place
Currently work can start from a suitable remote location to suit the team. When possible there will be the need to attend meetings most likely at our;

Birmingham office - The Cube,
Bristol Office - Temple Quay House,
Working arrangements
Initially collaboration will be primarily via Microsoft Teams and Sharepoint. It is expected that tasks will be delivered in an agile style with sprints agreed, regular in week catch ups and periodic review meetings to be agreed.
Security clearance
All team members should have or undertake our baseline security check required for all staff to allow ease of access to our offices and appropriate systems.

Additional information

Additional terms and conditions
Not applicable.

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
  • Able to deliver a capability review and gap analysis of a Service Design function.
  • Able to review and baseline our technology architecture and support development of core products and tools
  • Able to review and develop user experience design products and toolkits to support our internal IT Customer Journey
  • Able to develop working options for design resource tracking and activity reporting up to Chief Information Officer level
  • Able to develop and articulate additional investment requirements in a portfolio style business case
Nice-to-have skills and experience
  • Demonstrable knowledge of roadside, control room and corporate based technologies
  • Able to work with ServiceNow

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Management of delivering people and process focussed change projects that impact a large organisation (5%)
  • Delivery of user experience products, processes and tooling to suit a diverse set of technology enabled services (10%)
  • Capability to undertake baseline/audit work of technology architectures and present them as a respository of accessible and maintainable products (10%)
  • Supporting creation of portfolio level investment business cases (5%)
  • Delivery of public sector commercial expertise supporting delivery of new procurement requirements (10%)
  • Provision of expertise related to transport systems and key infrastructure such as tunnel systems (10%)
Cultural fit criteria
  • Place safety of ourselves, our workforce and our customers as number one priority
  • Take ownership of work tasks with limited supervision
  • Considers new and innovative ways of working with current tools and platforms available
  • Act as part of one team where commercial and contractual thinking is secondary to achieving the team objective
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there an incumbent supplier?
No, this is a new set of outcomes.
2. Is this work outside of IR35?
3. We note that clause 34.2 states that the indemnity given in respect of a breach of clause 14 (Data Protection and Disclosure) is unlimited. Market trends however show that customers are not asking for unlimited liability and indeed CCS have agreed after consultation with suppliers to future cap liability breaches. Therefore in consideration of the new position being taken by CCS can you please confirm if you are willing to discuss a separate cap for data breach liability with the down selected supplier?
Yes any limit on liability can be agreed and will be proportionate to the work being undertaken.
4. How frequently do you envisage the on-site meetings being, and what roles would be necessary to attend?
At present all meetings are remote, if normal office conditions resume later in the year then it is likely that 2-4 meetings a month may be required.
5. Are there any preferred technologies for the task?
Currently we utilise Office 365, JIRA and ServiceNow. This does not preclude the use of other best fit option where necessary but may attract further internal governance.
6. Should the system be website only, or RWD?
Please clarify what part of the opportunity is being referred to with this question.
7. Are there available documents describing ‘as-is’ architecture, or this is expected to be done by the supplier?
There is existing documentation but it is fragmented so requires review and consolidation.
8. Is this producing a review of an off the shelf product and understanding how this fits in with the UX needs of HE? And comparing against other options?
The use of the word product isn't restricted to technology solutions, products may also be paper based tools, documents, guidance etc. We want to have in place a small suite of key tools in whatever form to support the inclusion of UX within technology service projects
9. For Design Resource Tracking are you referring to Jira, ADO? Etc.?
We are currently not able to easily track our demand but prefer to reuse current platforms first where possible.
10. Please can you clarify what is meant by 'corporate based technologies'?
Corporate refers to standard services such as Office 365, Email and telephony. Separate to our roadside services.
11. Is it possible to use multiple examples for questions that mention multiple tools/technologies? i.e. roadmap and corporate based technologies?
Yes this is fine.
12. Question states "Able to review and develop user experience design products and toolkits to support our internal IT Customer Journey"
Is this producing a review of an off the shelf products and understanding how this fits in with the UX needs of HE? And comparing against other options?
See earlier question and answer. Product as a term is no constrained to technology solutions.
13. Please could you confirm the scope of the technology architecture review, is this within ITSD, within CTO or within the wider organisation?
IT are accountable for all services within Highways England. Current architecture views exist and our internal team will support this work to consolidate our view.
14. Is there a scope or examples of core products and tools that is envisaged?
We do have view of current processes in place. Products and tools can be as simple as providing customers with a simple document to support understanding key user personas or visualising the user story. We don't necessarily need a technology based solution.
15. Have you performed any customer research or high level analysis to date?
We have customer feedback from our internal customer journey process but any one of our nearly 6000 employees may need to use the process.
16. Do you have key personas for who within the organisation will utilise the system?
We are not specifically asking for a technology solution as part of this work but i may be needed. Our customer journey can be used by any employee but we do have key persona views. The use of the term products/tools is from a project/programme context so can simply be documents etc.
17. Is there an over-arching technology roadmap to be followed or is defining this part of the job?
Current roadmapping and pipeline plans will be provided.
18. What is the scale of change impact? How many users will this affect?
All employees can use our customer journey to request new and enhanced services, as we are not specifically advocating a new technology solution in this task the impact can be mitigated and is fundamentally about helping make user experience an early priority.
19. What is the level of agile adoption, are you working in a fully agile environment? or are you early in your agile journey and are looking to accelerate the agile adoption
This task is not specifically to do with Agile or other development methodologies. We try to adopt agile principles where possible.
20. What user experience design tools are in place just now?
We have no specific toolkit in place. This is not just limited to a technology system but includes simple online and document based items also.
21. does being successful and working on this task preclude the winner from being able to bid on any follow up frameworks and tasks?
22. Could you please confirm your understanding of what is "user experience design products and toolkits". With particular reference on "product".
See responses to previous questions.
23. Has the Data Centre architecture or cloud platform already been decided?
We do have data centre and cloud architecture in place.
24. Is there a supplier that has previously worked on or are working on service design or architecture work that is relevant to or feeds into this piece of work?
We currently have a number of suppliers engaged for architecture support services but these primarily cover business as usual activity.
25. Is the purpose of the user experience products/toolkits to mockup how the internal Customer Journey process could be supported by tooling?
No. The intention is to create products/tools that ensure user experience is at the forefront of service requests, ServiceNow is the intended platform to connect the journey elements but customers need simple documents etc. to creat the necessary inputs.
26. Does the requirement to "develop and articulate additional investment requirements in a portfolio style business case" refer to the need to set out an investment case to augment your IT Service Design function to provide farther reaching design services? Or does this refer to the need to set out portfolio type business case(s) as part of the internal Customer Journey process to successfully assess the costs and value work/services being considered in the pipeline of work?
This refers to a need to put in place the wider ranging portfolio cases to support service design as a function.
27. With reference to your requirement to "develop and articulate additional investment requirements in a portfolio style business case", does portfolio style mean a business case that covers a portfolio of initiatives that assesses their relative merits and costs against one another?
In this instance portfolio will desribe a number of linked deliverables for which further investment in year is required.
28. Is ServiceNow your tool of choice to support the internal Customer Journey process?
Yes. The front end service request is already deployed in ServiceNow and we have dev agreements in place to deliver the customer journey fully into the platform.