Awarded to William Alexander Consulting Ltd

Start date: Wednesday 23 September 2020
Value: £2,500,000
Company size: SME

Customer Engagement Programme- HMRC Professional Services

6 Incomplete applications

5 SME, 1 large

9 Completed applications

5 SME, 4 large

Important dates

Monday 3 August 2020
Deadline for asking questions
Monday 10 August 2020 at 11:59pm GMT
Closing date for applications
Monday 17 August 2020 at 11:59pm GMT


Summary of the work
HMRC are seeking a professional services delivery partner to support delivery of the Customer Engagement Programme implementing new Contact Centre products and capabilities whilst exiting an incumbent platform. Knowledge transfer and capability development of its internal staff to increase the level of maturity and skill to manage the new service.
Latest start date
Monday 31 August 2020
Expected contract length
Initial 3 months - the programme will continue for 12 months.
North West England
Organisation the work is for
Budget range

About the work

Why the work is being done
The Contact Engagement Programme is a strategic initiative run by Customer Services Group Chief Digital Information Office to implement a new Contact Centre Telephony Service with new suppliers and capabilities whilst transitioning and exiting away from an incumbent managed service Contact Centre platform.
Problem to be solved
The services, capabilities and products are new to HMRC meaning that some of the required skills and experience are not readily available in-house. In order to assure a low risk approach to the implementation, HMRC are deploying multi disciplinary project teams made up on internal and external resources to ensure the right mix of skills and experiences to deliver the programme. Whilst it is critical for the programme to deliver on time and to budget, HMRC also want to ensure the appropriate knowledge and experience is transferred to internal HMRC resources to support the capability maturity of internal staff and the on-going management of the service during its contract life.
Who the users are and what they need to do
Early market engagement
Any work that’s already been done
The programme is in the delivery phase.
Existing team
The new supplier will be working with HMRC resources, along with new and incumbent service providers, and also other professional service suppliers.
Current phase

Work setup

Address where the work will take place
Trinity Bridge House
2 Dearmans Place
Salford, Manchester
M3 5BS
Working arrangements
The supplier will be required to co-locate with the existing platform teams, mixed teams comprising both internal staff and other contractors, 5 days per week.

Travel will be required to other HMRC Delivery Centres. No additional expenses chargeable to HMRC for travel or accommodation in agreed base office locations per SOW.

We expect the successful supplier to provide upskilling/knowledge transfer to permanent staff to increase the maturity of the internal capability.
Security clearance
Must have BPSS before employment commences and resources come on site
Must be SC eligible. SC process can start after employment commences.
Clearance costs to be met by supplier

Additional information

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
  • Programme–Enabling solutions to be built which are production ready and can be integrated within the HMRC estate in accordance with the required standards.
  • Experience in designing and implementing large scale transformation, experience of SaaS telephony platform services implementation, experience of programme wide testing design, implementation and management, experience of running Agile programmes.
  • Telephony – Focusing on the implementation of a new set of cloud telephony capabilities and products from the new supplier (Odigo), whilst transiting and exiting the incumbent supplier (KCOM).
  • Experience in design, build, exit and transition of Cloud based Telephony Contact Centres
  • Advisor User Interface – Focusing on the implementation and on-going development of Pegasystems products across the contact centre. It will involve working with internal HMRC staff and directly with Pegasystems
  • Experience in design, build and test of Pegasystems products
  • Digital Engagement Platform – Will focus on optimisation of Nuance DEP products to support the wider channel shift ambition. It will support the design and roll out of Nuance products
  • Experience of the design and implementation of the Nuance Digital Engagement Platform including webchat, virtual assistants, and asynchronous messaging
  • Reporting – Focusing on the initial phase of design and implementation of MI, BI and Analytics. The phase will focus on Contact History and support the new Telephony platform
  • Evidence of the ability to scale up and down according to the demands of the programme from a single resource to a multiple team assignment
  • Experience of design and implementation of MI, BI and Analytics using Microsoft products including Power BI
  • Evidence that the HMRC will not be subject to a minimum utilisation level
  • Evidence of the ability to unwind engagements within a short timeframe
  • Evidence of the provision of best resources for the role not the people ‘on the bench’
  • Evidence of skills transfer within a client aimed creating long term capability
Nice-to-have skills and experience
  • Public Sector Experience
  • Experience of Capgemini Odigo
  • Experience of Capgemini Nuance products
  • Experience of Capgemini Verint products
  • Experience of Pegasystems
  • Managing work allocation using Jira/Confluence

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Accountability- Demonstrate how you as a supplier have been fully accountable for delivery of a project or outcome and successfully delivered to specification, time and with value for money
  • Accountability- Demonstrate how you as a supplier have been fully accountable for operating/running a service to agreed service levels and standards
  • Accountability- Demonstrate as a supplier how you have taken remedial action where outcomes have not been to agreed standards
  • Agility - delivering iteratively and incrementally within a context of evolving requirements following SCRUM and Kanban approaches
  • Knowledge embedding- Making knowledge capture and sharing part of day to day activities
  • Knowledge embedding- Ensuring successful handover at any required stage of a project or a service
  • Delivering business value – making sure business requirements are understood, validated via positive challenge and delivered against while understanding the value being generated (i.e. business intent)
  • Innovative thinking – think outside the set of existing organisational constraints to arrive the most appropriate and efficient route to deliver desired outcomes
  • MVPs – effective definition and delivery of true MVPs that shorten time to delivering business value
  • Reusability by design – ensuring solutions are formulated from reusable capabilities as well as ensuring new capabilities are reusable
  • Simplicity by design – a clear focus on producing and positively challenging solutions to be as simple as possible
  • Design for minimising build and run costs
  • Responsive mobilisation – ability to resource work and start delivering in 2-3 weeks
  • Enough capacity to ensure supplier can cope with demand, in the specified locations
  • Enough depth and breadth of capability across the supplier resource pool, in the specified locations
  • Supplier teams are expected to use HMRC's collaboration software like Jira, Confluence and Teams
  • The service will be required to supply a range of skills and capabilities to meet the outcomes of the programme. Within the above work streams the anticipated resource requirements are:
  • Programme Manager, Testers, Telephony platform developers, Telephony platform SME's, Scrum masters/project managers, Business analysts, Technical architects, Pega Lead System Architect, Pega Senior System Architect and Pega Lead Robotic Architect
Cultural fit criteria
  • We want to grow our in-house skills: How would you support this? What skills, time and expertise would you make available and where?
  • Tell us how you aim to engage and communicate with our Senior Leadership Team, Extended Leadership Team, other supplier colleagues and business Ops team
  • How would you have active involvement in promoting and communicating the work and successes?
  • Tell us how you would deliver in a multi-supplier environment: Ensuring a productive work approach with all involved parties and employing a “badge at the door” mindset?
  • Ensure HMRC’s interest is reflected in the approach to work and outputs delivered
  • Demonstrate openness and transparency in engagement
  • Demonstrate how you as a supplier have successfully adhered to a client’s code of practice or adopted their organisational behaviours to ensure cultural fit; especially HMRC's
  • Demonstrate how you will ensure inclusivity and collaboration
Payment approach
Time and materials
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. is there a current incumbent ?
There is an incumbent provider. This requirement will partly fill resources from the incumbent rolling off the programme and partly fill new roles.
2. who is the incumbent and will they be applying again?
The requirement will partly fill resources from the incumbent rolling off the programme and partly fill new roles. At this stage HMRC cannot disclose who the incumbent is and if they will be applying again.
3. Is the incumbent Capgemini?
The requirement will partly fill resources from the incumbent rolling off the programme and partly fill new roles. At this stage HMRC cannot disclose who the incumbent is and if they will be applying again.
4. Can the supplier provide some of the resources organically and contract other suppliers to fill some of the gaps.
Please can you elaborate on what you mean by 'Providing Resources Organically' and 'Contracting other suppliers' We will then be able to respond to your question.
5. Please can HMRC detail how you will evaluate supplier Pricing. This is shown as 40% weighting, however there is no opportunity in the responses to give pricing details.
We would expect bidding suppliers to present a day rate (inclusive of expenses and based on 8 hour working day) for each of the resources identified in the Proposal Criteria.
6. Please can HMRC detail how you will evaluate supplier Pricing. This is shown as 40% weighting, however there is no opportunity in the responses to give pricing details.
Amendment to previous response. The Day Rate will be requested in the second stage of the DOS Process (Proposal) once we have our shortlist of Suppliers.
7. Is HMRC looking for a single partner for this opportunity that can deliver all the following technologies as a single organisation ?
o Pega
o Odigo
o Nuance
o Verint
This opportunity is to supply resources to a programme of work dedicated to deploying the technologies described.
8. Is co-location likely from day 1, due to the COVID-19 situation ?
No, HMRC is following the current Government COVID-19 Guidelines.
9. Do all staff that are to be provided by the partner, need to be SC eligible or is it just a subset of the staff, that may need access to the live systems containing live data
All staff need to be SC Eligible
10. Can HMRC confirm if it will be acceptable for the Supplier propose providing a core team of our own resources and to contract in additional specialist skilled resources as and when required?
It is acceptable to contract resources with specialist skills.
11. How many roles are to be filled across the different programmes?
The number of roles and the variety of skill sets will be determined by Statement of Work agreed between the new supplier and the provider.
12. Will the roles provided by the Professional Services Delivery partner be part of HMRC managed teams i.e. staff augmented?
Please can you clarify your definition of 'HMRC Managed Teams'
13. What is the split of roles between programme management and technical (i.e. testers, technical architects etc. versus programme managers, business analysts etc)?
Please can you clarify what you mean by 'Split of Roles'
14. The working arrangements state that the supplier will be required to co-locate at HMRC locations (Salford plus others as needed). Can you confirm if this is an expectation from 31st August based on current COVID situation?
No, HMRC is following the current Government COVID-19 Guidelines.
15. The assumption is that since technology providers have already been selected, these roles will focus on project delivery and implementation to HMRC as opposed to taking accountability for the correct working of the software products. Please confirm if this is correct.
Accountability is subject to the role and project.
16. By evidence of ‘ability to unwind engagements within a short timeframe’ does that mean removing people from the team at short notice and/or ability to disengage a provider and transition and knowledge transfer back to the authority or another provider?
It means that should the HMRC be required to terminate a project then the partner will be able to similarly unwind their committed resources at short notice.
17. Will HMRC expect the Professional Services Delivery partner to produce a ‘skills transfer’ approach or will this be done by HMRC, or each individual resource provided by the delivery partner as they see fit in the team they’re part of?
We would like to see how the prospective partner would commit to transferring skills.
18. Nice to Have skills mentions ‘Capgemini Nuance’ and ‘Capgemini Verint’ products. Please can you clarify if these are the general release versions of Verint and Nuance’s products rather than specific Capgemini products.
Nuance and Verint are stand alone providers, they are not part of Capgemini.
19. Criteria asks for suppliers to demonstrate full accountability for delivery of a project…does that mean the chosen delivery partner will be accountable for delivery by their staff?
The number of roles and the variety of skill sets will be determined by Statement of Work agreed between the new supplier and the provider.
20. Can you provide clarity over how will each answer for essential skills and experience be scored.
As per the DOS Framework Guidance, we will be evaluating your responses to the Essential Skills and Experience section with the following:

0- Not met or no evidence
1- Partially met
2- Met
3- Exceeded

As per the guidance, we will exclude suppliers who score less than 2 for any essential skill or experience.
21. Can you please outline on your expected procurement timelines? (e.g. shortlist notification, proposal deadline etc.)
The expected procurement timeline is as follows:

-Evaluate initial responses: 18/08/2020-25/08/2020
-Moderation for initial response evaluation: 26/08/2020
-Invite shortlisted suppliers to provide proposals: 26/08/2020-03/09/2020
-Review proposals: 04/09/2020-09/09/2020
-Moderation for proposal review and deciding successful supplier: 10/09/2020

PLEASE NOTE: These dates are not confirmed and may change due to leave etc.
22. You have indicated a wide range of resources are required to support HMRC with this programme. Please can you provided details of the anticipated numbers for each resource and the timeframe in which they would be required?
Resources will be dependent upon the phase of the programme or outcomes at the time of completion which will be defined by the Statement of Work.
23. "We note your nice-to-have experience, “Experience of Pegasystems”, where variations of this experience is asked for in the essential experiences.
Can you elaborate on what type of experience you are looking for Suppliers to detail at this nice-to-have requirement?
A minimum of 2-4 years experience of the relevant platforms/systems being asked for.
24. Will all roles be provided by one Professional Services Delivery partner?
We anticipate to go out for one Service Partner.
25. Will all roles be expected to start on the same date or will there be a ramp up based on the different programmes?
The delivery partner will be expected to work in line with the Authorities overall programme plan.
26. Please can you confirm what you mean by “minimum utilisation level”? Is HMRC referring to any preconditions set by the supplier on minimum team size and/or amount of work given to that team? Or is HMRC referring to any preconditions on the utilisation of individual resources, either within a team or provided as a single specialist resource (e.g. provision of 0.5FTE of that type)?
HMRC does not want to have to maintain a minimum number of resources under the agreement should the programme not require resources at any time.