Awarded to Monitor IS

Start date: Monday 15 February 2021
Value: £382,000
Company size: SME
Army Digital Services (ADS)

701054389 (DInfoCom/0137) - Provision of ADS Service Management as a Service (SMaaS)

10 Incomplete applications

7 SME, 3 large

6 Completed applications

3 SME, 3 large

Important dates

Tuesday 10 November 2020
Deadline for asking questions
Tuesday 17 November 2020 at 11:59pm GMT
Closing date for applications
Tuesday 24 November 2020 at 11:59pm GMT


Summary of the work
Working alongside the existing in-house team, this “as a Service” will provide the capability to fulfil the service support wrapper outputs and allow veering and hauling to react quickly to changing requirements.
Latest start date
Monday 15 February 2021
Expected contract length
2 Years
South East England
Organisation the work is for
Army Digital Services (ADS)
Budget range

About the work

Why the work is being done
ADS is currently developing or onboarding several applications to support business requirements. All applications require through-life support for the duration of the application lifecycle and need an in-service support solution. Working alongside the existing in-house team, this “as a Service” will provide the capability to fulfil the service support wrapper outputs and allow veering and hauling to react quickly to changing requirements.
Problem to be solved
Provision of a cost effective, flexible and scalable supplementary service management service that can meet the demands of the services provided by ADS. Service requirements are technology agnostic, although predominately Oracle APEX.

Copies of the Statement of Requirement are available from
Who the users are and what they need to do
The users of the applications are members of HM Forces and Civil Servants across the Army and wider Defence. The users are required to log on to the Ministry of Defence Network and browse to the appropriate url. Access is predominately granted via single sign on. The users need secure, performant and available application services to provide information in the right context to undertake their business functions to enable the day-to-day operation of the Army and wider Defence.
Early market engagement
Any work that’s already been done
Existing team
The existing wider Army Digital Services Team operates under the direction of the Assistant Head and consists of business analysts, developers, testers, scrum master, delivery and change managers. Enabling support is provided by a combination of military personnel and civil servants. This is a new capability and therefore the immediate current working team has not yet been established.
Current phase

Work setup

Address where the work will take place
The place of delivery for the contract shall be at such location(s) as agreed between the outcomes supplier and the Authority. The primary location for ADS is Andover, Hampshire.
Working arrangements
The supplier will deliver in-line with ADS direction and within ADS standards, policies and processes. Expenses are only to be incurred with the prior agreement of the Authority. All claims are to be in line with MoD Civil Servant rates and practices.
Security clearance
Security Clearance (SC) will be required for the duration of the role. Incumbents are to follow both the letter and spirit of Army Headquarters security regulations. The minimum acceptable security standard is BPSS, SC will be required on a case by case basis.

Additional information

Additional terms and conditions
DEFCON 5J (Edn 18/11/16) Unique Identifiers,
DEFCON 76 (Edn 12/06) Contractors on site,
DEFCON 129J (Edn 18/11/16) Electronic business Delivery Form,
DEFCON 513 (Edn 11/16) Value Added Tax,
DEFCON 516 (Edn 04/12) Equality,
DEFCON 518 (Edn 02/17) Transfer,
DEFCON 531 (Edn 11/14) Disclosure of Information,
DEFCON 534 (Edn 06/17) Subcontracting/Prompt Payment,
DEFCON 537 (Edn 06/02) Rights of Third Parties,
DEFCON 550 (Edn 02/14) Child Labour/Employment Law,
DEFCON 566 (Edn 10/20) Change of control of contractor,
DEFCON 642 (Edn 06/14) Progress meetings,
DEFCON 658 (Edn 10/17) Cyber,
DEFCON 694 (Edn 07/18) Accounting for Property of the Authority.

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
  • Demonstrable experience within the last 3 years (with dates), of delivering service management capabilities, to meet business requirements. (5%)
  • Demonstrable experience within last 3 years (with dates), of delivering poly-skilled SFIA level 2-3 service management and service desk technician resources with a minimum of 5 years’ recent experience. (5%)
  • Demonstrable experience of maintaining service management services working with multi-skilled teams within an Agile/DevSecOps organisation. (5%)
  • Demonstrable experience of Business Engagement, delivering SLA based service support, carrying out stakeholder expectation management, managing the progress of change within agreed timeframes, notification management using tools i.e. Remedy. (5%)
  • Demonstrable experience of best practice document renewal required for applications and evidence of currency regarding application services. (4%)
  • Demonstrable experience of exploitation of electronic communication methods to keep relevant application communities informed of progress, showing innovation. (3%)
  • Demonstrable expertise in Continual Service Improvement, management of incidents, performing trend analysis based upon incidents and problems to inform the Change Process, and upskilling of teams. (3%)
Nice-to-have skills and experience
  • Experience of working within Government Digital Services (GDS) standards. (8%)
  • Demonstrable experience within last 3 years (with dates), of supporting applications and services exploiting some of the following: cloud services, low code such as MS PowerApps, Flow and Dynamics. (7%)

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Say how you will meet the buyer's requirements. (1%)
  • Describe the approach and methodology to meeting the requirements outlined in RFP. (1%)
  • Describe the approach for transition of service, running and knowledge transfer and working in a multi-vendor environment. (1%)
  • Give examples of KPIs and SLAs that you would be prepared to commit to for this contract. (1%)
  • Provide evidence of skills and experience of the team who could be doing the work. (2%)
  • Provide illustrative CVs of resources that could meet the authority’s essential and desirable requirements. (2%)
  • Ability to mobilise the team resources quickly and the approach to service continuity. (1%)
  • Explain how you plan to retain key resources/ skills for the duration of the contract and how you can commit to meet ADS’s continuous need for service management activities. (2%)
  • Ability to scale up and down resources, whilst ensuring quality and consistency to meet the evolving demand of users. (2%)
  • Identification of the risks and dependencies associated with this requirement and potential mitigation. (1%)
  • Provide an exit plan for the transition to an alternative supplier at the end of the contract to enable the transition. (1%)
Cultural fit criteria
  • Recent proven experience in working with a product owner to derive requirements. (2%)
  • Recent proven experience of an open and collaborative working relationship at all levels with a no blame culture. (3%)
  • Recent proven ability and willingness to work collaboratively within a multi-vendor delivery environment with effective communication and co-ordination across stakeholders. (3%)
  • Proven ability to add value to ADS through the use of innovation, continuous improvement and cost savings utilising technology. (2%)
Payment approach
Capped time and materials
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Could you please provide a copy of the Statement of Requirement for this service.
Copies of the Statement of Requirement are available from
2. Is there an incumbent?
There is no incumbent as this is a new requirement.
3. For the Essential Criteria "Demonstrable experience of best practice document renewal required for applications and evidence of currency regarding application services."
Could the Authority confirm that the "document" refers to a User manual for service operations/management or something else?
A user manual for service operations/management could be suitable evidence however it is not exclusive.
4. Please could you give an indication of the budget in this?
The Authority has a budget, but to ensure we obtain Value for Money I am not in a position to divulge the budget.
5. What does the Authority mean by poly-skilled?
In this case, “poly-skilled” means “an individual or individuals whose knowledge spans a significant number of subjects, known to draw on specialist bodies of knowledge to solve specific problems”.
6. For the avoidance of doubt, please can the Authority confirm what we need to complete at this stage? Do you require simply the usual evidencing of the Essential and Nice-To-Have Skills?
In our experience, submissions via the Digital Marketplace do not usually allow for attachment of a full proposal document.
At this stage Suppliers are required to submit evidence in response to the Essential and Nice-To-Have Skills only.
7. Please can the Authority confirm what they mean by "evidence of currency regarding application services”?
What does “currency” mean in this context?
What does “application services” refer to in this context?
"evidence of currency regarding application services” - In this case the Authority means “evidence of clear activity recently completed in support of delivering application services”.

“currency” - In this context it means “valid, current and relevant”

“application services” refers specifically to “the provision of ongoing application support to customers as outlined within the ITIL framework”.
8. Beyond the SOR expected minimum FTE at SFIA 2/3, can the Authority indicate which further SFIA grades and/or roles they would like prospective suppliers to provide rates for?
At this current time we do not have a forecast of the additional work, shortlisted Suppliers will be asked to provide prices for additional roles outside of the core requirement for SFIA 4 Service Manager and SFIA 4 Service Desk Technician.
9. (SOR Para 14.4) Is it anticipated that the upskilling of SD/AST staff will be in their technical skills (ie. relating to the apps they are supporting) or their service skills (e.g. triage, prioritisation, incident, problem & change management etc)?
Yes, although upskilling could potentially be in both the technical and service skills area depending on the current capability of individual SD/AST staff.
10. (SOR Para 15.2) What is the likely/expected maximum resource level required by the Authority? If this is not identifiable, please provide a guide to the potential scale of increase from the minimum requirement.
This is very much dependant on the numbers of applications supported by the Authority at a given time and balanced against the in-house team. Changes to either or both of these parameters is likely to increase the resource level.
11. (SOR Para 15.2) Will the authority be able to provide initial and periodic updates to a resource requirement forecast (forward demand levels) to aid in the early identification of appropriate candidates? If so, in what form will this be provided and to what frequency?
The Authority will be able to provide initial and periodic updates to a resource requirement forecast. At minimum this will be discussed at monthly contract management meetings and provided in either spreadsheet or presentation format.
12. Given the COVID-19 pandemic restrictions and HMG guidance, what is the expected proportion of work that could be performed remotely within the UK?
Under current COVID-19 pandemic restrictions and HMG guidance the Authority expects to provide the necessary equipment to allow remote working within the UK for the agreed delivery of outputs. On occasions there may be the requirement for business critical activity to be conducted on site at Andover.
13. (Para 18.1) The statement "Best Endeavours" has a specific legal connotation. Does the Authority actually mean "Reasonable Endeavours"?
The Authority does mean "Best Endeavours" as it is firmly in our interest to do so.
14. (SOR Para 18.1) The SLA for onboarding additional resources within 25 calendar days – is there expected to be a limit to the number of resources the Authority can reasonably expect to be onboarded in that time?
No, however it is not expected that there will be a requirement to onboard a substantial number of resources at one given time.
15. (SOR Para 18.1) The SLA for onboarding additional resources within 25 calendar days – is it correct to assume that this would apply to resources with the minimum BPSS clearance as stated in para 19.1?
This would be in agreement with the Authority and very much dependant on the capability gap that needed to be filled. However, it is likely that BPSS will be the clearance required during the onboarding stage with potential for SC in due course, if required.
16. Can the Authority share any SLAs/metrics envisaged between the SMaaS and the in-house (first line) support teams?
Not at this stage. However, it should be noted that the Service Desk Institute detail a number of KPIs/SLAs for first line support teams and work is currently underway to review these with intent to adopt.
In addition, at the tender stage the shortlisted Suppliers will be invited to submit draft KPIs/SLAs for information only (i.e. not scored), which will then be discussed further with the Successful Supplier.
17. (Para 17.3) Given the capped T&M commercial approach, how does the Authority seek to balance risk and reward?
KPI/SLA targets will be agreed at Contract Award, to be discussed further with the Successful Supplier.

As an EXAMPLE ONLY this could be:
Greater than 98% - Exceeds the requirement, could attract a 5% increase in the monthly invoice,
95-98% - Meets the requirement,
Less than 95% - Below the requirement, could attract a 5% reduction in the monthly invoice.