This opportunity is closed for applications

The deadline was Friday 31 July 2020
NHS Property Services Limited

Scope, development, delivery and support of Customer Service Self-Service web based Portal

11 Incomplete applications

8 SME, 3 large

17 Completed applications

12 SME, 5 large

Important dates

Published
Friday 17 July 2020
Deadline for asking questions
Friday 24 July 2020 at 11:59pm GMT
Closing date for applications
Friday 31 July 2020 at 11:59pm GMT

Overview

Summary of the work
Development, implementation and maintenance of a Customer Service Self-Service web based Portal.

Please note that the main competition stage will be conducted on NHSPS e-sourcing portal Proactis.

Note that the payment approach Fixed price with milestone payments
Latest start date
Thursday 1 October 2020
Expected contract length
up to 24 months initial term with option to extend for further 6 months
Location
No specific location, eg they can work remotely
Organisation the work is for
NHS Property Services Limited
Budget range
"The estimated project budget is circa £750k CAPEX
£500k FY20/21 Phase 1
£250k FY21/22 Phase 2
The estimated project budget is circa £240k OPEX to cover support and maintenance costs
£80k FY20/21 Phase 1
£160k FY21/22 Phase 2 "

About the work

Why the work is being done
"NHS Property Services Limited (NHSPS) is one of the largest property owners in the UK, with a £3 billion asset portfolio, approximately 4,000 properties spread throughout England.
The work is scheduled to start Oct 1, 2020 and end by Sep 2021. Phase 1 to be delivered by Feb 21, Phase 2 to be delivered by Sep 21. This project proposes an investment to scope, develop and deliver a holistic digital portal that provides customers with a self-service access to four main functions:

a) Access to NHS Property Services such as raising FM job requests, raising queries, raising data change requests etc.
b) Customers to have visible data about their organisation including information such as their account details, property portfolio, contact info for billing etc.
c) Online advice and collaboration opportunities such as online resources, specialist online forums etc.
d) Ability for customers to obtain relevant information about NHSPS such as service catalogue, testimonials etc. "
Problem to be solved
NHSPS customers do not currently have an ability to comprehensivlely view their NHSPS occupancy and facilities management property and finance related data. If customers require information, they currently must contact a local NHSPS manager, the FM Helpdesk or the Customer Support Centre (CSC), and await their response. The contact data from the Customer Support Centre (CSC) confirms that over two-thirds of inbound customer contact is generated by customers requiring access to their data and property or finance documentation. It is envisioned that an automated, self-service portal would enable customers to access all of the necessary information at their fingertips, as well as raise queries against it and identify incorrect contact and billing data held by NHSPS, which currently has to be reviewed manually by our Marketing Operations and Customer Engagement teams. Requirements to identify these needs have been captured by a previous small-scale portal pilot in 2018/19, customer feedback through our Customer Insight programme, a requirements gathering workshop in January 2020 and customer contact data. A third party was also appointed to deliver the technical specification and scope the service requirements.
Who the users are and what they need to do
"The NHSPS Customer Portal should be a single source of truth customer digital solution that enables customers to log cases/issues and track incident status. This will provide customers with self-service access to their account information when required.

This project proposes an investment to develop, deliver and maintain a holistic digital portal that provides customers with self-service access to:
• Raise FM job requests and track their status
• Review their occupancy data and raise queries against it
• Access finance data and documents, including Annual Charging Schedules (ACSs), invoices, statements
• Access important information, communications, and guidance documents about being an NHSPS customer
• Enable colleagues within their organisation to access these functions as required"
Early market engagement
N/A
Any work that’s already been done
"The NHSPS project team have worked with a third party to undertake a Discovery phase where clearly defined workflows, user stories, prototypes, non-functional requirements and architecture options have been delivered. The document is referred to as the Release Plan & Design document and provides the output for the discovery phase of the project.
This document will be shared with all shortlisted providers upon issuing the main competition stage"
Existing team
The NHSPS Customer Portal in currently in discovery phase with a set of prototypes which would provide the Alpha stage deliverables.

The supplier will collaborate with a number of integration suppliers at NHS Property Services to ensure that data can be provided from current NHS systems. The Customer portal platform will need to be developed to incorporate these integration layers and work closely with our NHS Customer Portal team.
Current phase
Discovery

Work setup

Address where the work will take place
Co-location between the supplier and the NHSPS Project Team is not essential but should be a collaboration option. The supplier is expected to supply their own development environment. Successful supplier is expected to be able to attend meetings as work is carried out under the Contract in person or, if the corona virus pandemic prevents this, via video conference.
Working arrangements
The supplier should provide an appropriately skilled and experienced project manager, architect, developers, and testers with sufficient experience in delivering web portals through agile delivery. NHSPS will use an agile development methodology to manage the developments required, with meetings held to monitor the progress of the project.

The development phase is due to start Oct 1, 2020. Phase 1 (FM release) to be delivered by Feb 21, Phase 2 to be delivered by the end of Sep 21.
Security clearance
TBC

Additional information

Additional terms and conditions
DOS-4-Call-Off-contract
Draft version will be provided at the main competition stage

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
  • Evidence of developing a web based customer portal system built around Real Estate data and with a focus upon the Customer Experience
  • Demonstrable history of positive customer outcomes from portal development in a B2B environment
  • Evidence of how the supplier aligns with ISO standards 90003, 27001 and 9241
  • Supplier to demonstrate experience of delivering projects using Agile methodolgies of a similar scope (within last 3 years)
  • Azure experience - Supplier to be able to demonstrate skillset including: Java script, HTML, .com/.net, Microsoft stack, in line with our architecture, 3layer development
  • Ability to deliver within the timeframes specified with a track record of early delivery
  • Proven experience building easy-to-use web-based / mobile applications
  • Skills and experience interfacing with integration layer
  • Proven experience conducting and documenting user research, and iterating project work accordingly
  • Demonstrate understanding and ability to deliver digital services/products to the Government Digital Service standards
  • Demonstrate a successful approach to completion of required, Penetration Testing, Service Readiness, and release reviews as part of quality and acceptance tests.
  • Proven track record of building services with robust disaster recovery plans in place
  • Proven track record of building services automated testing procedures
  • Use and knowledge of GitHub, GitLab, Drone, Jenkins
  • Demonstrate knowledge of working with 3rd parties to develop standard interfaces and data exchange portals
  • Have availability of resources to be able to start as soon as possible
  • Demonstrable evidence of providing 24/7 level 2 service support to mission critical services and systems
  • Demonstrable experience in successfully working in a multi-discipline, multi-vendor team environment, managing cross stream dependencies, and planning with agile teams to articulate detailed delivery plans e.g. in 1/3/6 month blocks
  • Demonstrable evidence of ability to run agile teams remotely and collaboratively and manage geographically dispersed teams
Nice-to-have skills and experience
  • Development using Open Source products
  • A track record of successfully delivering IT projects within public sector organisations
  • Demonstrate experience of writing cloud native / 12-factor apps
  • Have experience of successfully transitioning projects into a live service environment within a government department within the last 12 month
  • Innovative solution design and development
  • NHS Experience including stakeholder management

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
6
Proposal criteria
  • Technical solution
  • Delivery approach, capability and methodology
  • How the Approach or solution meets user needs
  • Resourcing approach and capability
  • How the approach meets the NHSPS goals
  • Relevant experience (including evidence, such as URL from previous customers where a similar portal has been delivered, and customer contact details for reference)
  • Project plan / timeframes for work
  • How the supplier identifies risks and dependencies and offered approaches to manage them
  • Team structure, including CVs or testimonials about the individuals outlined to work on the project.
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Share knowledge and experience with other team members
  • Be transparent and collaborative
  • Challenge the status quo
  • Innovative
  • The cultural fit will be further evaluated during the presentation stage
Payment approach
Fixed price
Additional assessment methods
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

10%

Price

25%

Questions asked by suppliers

1. Are you open to a proprietary product solution, like an enterprise level CRM (non Microsoft like Salesforce), that will give you the functionality you seek for a lower cost?
We would like a bespoke solution developed to integrate with our existing systems, tailored to meet our requirements and acceptance criteria, and easily customisable for our current and future needs.
2. In the must-have experience questions, the first question seems to indicate a B2C audience but the second question mentions a B2B audience? Is the platform targeting both B2C and B2B?
We are targeting a B2B audience. The portal is for the use of internal and external users of NHSPS but the external users all work for the NHS and its affiliated organisations, so are essentially businesses.
3. We understand that the Discovery phase has been undertaken by a third party. Is that 3rd party responding for this continuing opportunity?
The Plan and Design stage has been conducted with support of a 3rd party. The 3rd party is part of the list of providers on the Digital Marketplace. As such, they can participate and respond to this opportunity if they wish.
4. Can you tell me please, will the third party who completed the Discovery phase be responding to this requirement?
The Plan and Design stage has been conducted with support of a 3rd party. The 3rd party is part of the list of providers on the Digital Marketplace. As such, they can participate and respond to this opportunity if they wish.
5. To help us understand the scope and answer your specific questions on "in line with our architecture" can you share the Discovery report?
We don't have a discovery report. We have a detailed requirements document which will be shared at the main competition stage.
6. Who was the Discovery Supplier and are they eligible to bid for the further work?
At the moment NHSPS do not believe it is relevant to divulge the name of the company that assisted us in the previous stage as this will not impact the quality of your submission. You are free to submit a freedom of information request to NHSPS should you require this information at a later stage. NHSPS encourages a competitive process and encourages all interested parties to go forward with a submission.
7. "Is the buyer fixed on building a service solution from the ground up?
Would the buyer consider a COTS application/solution that is in use across the Public Sector, that will meet the functional requirements at or below the price point indicated?
Is the buyer committed to the Microsoft/Azure Development Stack?"
We would like a bespoke solution developed to integrate with our existing systems, tailored to meet our requirements and acceptance criteria, and easily customisable for our current and future needs. The development stack is as specified in the ITT.
8. Are the budget numbers provided in the Tender inclusive or exclusive of VAT?
Inclusive of VAT
9. With particular reference to ISO90003 and ISO9241, is it essential the supplier holds these certifications in order to progress?
You don't need to hold the ISO certificates but we would like you to articulate your commitment to working in alignment with those standards.
10. Do you currently support/manage other applications with the same technical strategy?
If you are referring to our preferred technical platform in the Microsoft Azure Cloud, then, yes. If you are referring to a broader strategy, please clarify.
11. You mention skills with open source products and Microsoft stack. Have you decided that this is the technology that you wish to use?
Our preferred technology solution platform is Microsoft Azure Apps Services
12. Can you provide further information on the specific attributes of "Real Estate data" that you are interested in? Can this be from any sector or is it focused around Office Space?
We would be interested in healthcare real estate, office space and commercial real estate (in that order of priority).
13. For clarification can you provide further details about "Demonstrable evidence of providing 24/7 level 2 service support to mission critical services and systems". Specifically what are NHSPS' criteria for level 2 service support.
The customer portal by definition will be a customer facing service which will potentially be accessed on 24/7/365 basis, therefore NHSPS will require that the support provider will be able to demonstrate that they have experience in supporting 24/7/365 based system with the support model needed to cover all required capabilities across these supported hours. For NHSPS this portal will be a high criticality system and therefore our expectancy will be that support can be provided suitable to that criticality level with evidence of having previously supported high availability critical systems and robust processes and monitoring that underpin such support.
14. In regard to the question "The Customer portal platform will need to be developed to incorporate these integration layers and work closely with our NHS Customer Portal team."
Are all of the integrations Inbound and Outbound of the source systems that contain the information collated in the Portal, currently existing?
What API styles have been or will be adopted (SOAP, REST)?
All integrations already exist apart from to our FM system, Concept. While the others already exist, it is likely some new attributes will need to be added to some of these. Some integrations use REST (e.g. to Compass) but others, I think, are file based (I believe the Horizon interface uses files copied to an Azure Storage Blob – but would need to verify that)
15. Can you please name the underpinning source system currently in place?
“We have interpreted the question in two ways:
a) Assuming this means what underpins the IL, this is a cloud-based service incorporating Azure functions, Logic Apps, and an Azure Storage Account (Blob-based). It means which systems are already using the IL, then Horizon, Compass, Nav: other interfaces exist but I don’t think these are relevant for the Portal.
b) Assuming this might be referring to the system that is our source of data: Concept would be used for phase 1 and Horizon & NAV for phase 2.”