This opportunity is closed for applications

The deadline was Tuesday 1 December 2020
Ministry of Defence; Defence Digital

DD IT SVCS 008 - OSM Partner Operate – resource augmentation

6 Incomplete applications

4 SME, 2 large

4 Completed applications

1 SME, 3 large

Important dates

Published
Tuesday 17 November 2020
Deadline for asking questions
Tuesday 24 November 2020 at 11:59pm GMT
Closing date for applications
Tuesday 1 December 2020 at 11:59pm GMT

Overview

Summary of the work
Supply core ITIL/SIAM experts: ITIL Management roles; Change, Configuration, CSI, Event, Incident, Knowledge, Service/SIAM coherence, Transition plus Assignment Mgr, ITSM Tooling support and ITIL Assurance Lead. Options for further roles may be flexed on or off.

Short listed suppliers to be provided with more information to inform subsequent submissions.
Latest start date
Monday 8 February 2021
Expected contract length
Expire 31/03/2022. 3x3 month + 1x1 month option to extend
Location
South West England
Organisation the work is for
Ministry of Defence; Defence Digital
Budget range
£4.8m (Ex VAT)
T&S LOL: £50,000

About the work

Why the work is being done
Delivering the new Service Centre and the DD-SDO activities to create the OSM solution. OSM Partner Operations is a resource support package to enhance the current OSM service delivered within the Authority to enable the future TOM. The requirement for the OSM Partner Operate is to create the SQEP capability to deliver capacity in specific areas based on the findings of the OSM TOM work. This resource needs to be sufficiently qualified and experienced so as to drive required improvements in process and delivery areas and evolve over time to mentor and to enable knowledge transfer to Crown Servant replacements.
Problem to be solved
Supporting the OSM programme requires a significant investment in time from BAU and OSM-Run resources. These teams need support, either in their normal role to free them time to support the programme, or to help them with their programme obligations. OSM-Partner-Operate resources supplement and augment the OSM-Run teams to make good this resource demand. As the OSM solution transitions, work arounds, peaks of work or other demands are likely to require resourcing, these resources are a critical risk mitigation.
Who the users are and what they need to do
OSM Run requires ITIL and SIAM skills and experience to supplement their teams as well as mentor and coach them in industry best practice.

OSM Run senior management requires risk mitigation ability to surge ITIL and SIAM skilled resources at short notice.

OSM Programme team requires support, input and expertise by informed and skilled OSM Run practitioners, either those in post, freed up by resource support, or by additional roles to interact with the OSM Programme.

OSM Programme team requires management information and reporting to understand the status, risks, issues and insights.
Early market engagement
Any work that’s already been done
A Cat-A procurement project has run a competition and secured Main-Gate approval to contract for a new Service Centre supplier; Capgemini. The OSM Programme has set up the enabling work for business change and Authority tooling, P3M and Technical support. The OSM Partner Operate supplier must work with OSM Partner Design and OSM Partner Develop suppliers and the other OSM Programme teams as an integrated whole to support delivery of this critical business change programme.
Existing team
Civilian, Military and contractors within the OSM Programme team and other stakeholders across defence, such as the ASDT team, Security Accreditation, the OSM BAU Run team, GOSCC, EMPO, etc. Specifically, you will work collaboratively with OSM Partner Design and OSM Partner Develop suppliers to create an entire “OSM Partner” package.
Current phase
Beta

Work setup

Address where the work will take place
Defence Digital, Building 405, Westwells Road, MOD Corsham, SN13 9NR
Working arrangements
The Programme is run from MoD Corsham, however due to COVID, most activity is carried out remotely and you will be expected to provide a team capable of working remotely. There will be occasions when team members will need to visit MOD Corsham, for collection and return of badges, laptops, etc. and for specific meetings &/or workshops. Some BAU support roles may need to be on-site.

T&S pre-approved for visits to other sites, such as Main Building; very little such travel anticipated.
Security clearance
SC clearance or higher must be in place prior to each individual starting work on the contract due to the projects the individuals are required to work with.

Additional information

Additional terms and conditions
No Company laptops that are not MOD authorised for use at Official Secret. No personal laptops.

T&S must be pre-approved. T&S is paid when the Authority require you to visit other sites and will be paid in accordance with MoD Civilian Policy, T&S will not be paid for travel to Corsham.

T&S will be paid based on receipted actuals and in compliance with MoD Policy, no other expenses are permitted.

Suppliers must use the Authority’s Purchase to Payment Tool called CP&F.

IR35 does NOT apply.

A Security Aspects Letter (SAL) will be issued

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
  • 1. Demonstrate, with evidence, your organisation’s experience of successfully delivering ITIL capability and support to a complex ITIL and SIAM migration project.
  • 2. Demonstrate, with evidence, your organisation’s experience of successfully delivering SIAM capability and support to a complex ITIL and SIAM migration project.
  • 3. Demonstrate, with evidence, your organisation’s experience of successfully delivering pragmatic and constructive ITIL and SIAM support to an existing fully running project team on an in-flight migration project.
  • 4. Demonstrate, with evidence, your organisation’s experience of successfully delivering pragmatic and constructive ITIL support to existing BAU teams.
  • 5. Demonstrate, with evidence, your organisation’s experience of successfully delivering pragmatic and constructive SIAM support to existing BAU teams.
  • 6. Demonstrate, with evidence, your organisation’s experience of successfully designing and implementing a full replacement ITSM and SIAM solution in a large / complex organisation.
  • 7. Demonstrate your experience of providing fully trained, qualified and experienced ITIL process skilled team members for similarly sized and complex projects.
  • 8. Demonstrate your experience of providing skilled team members who have extensive practical SIAM operational experience for similarly sized and complex projects.
  • 9. Demonstrate, with evidence, your organisation’s experience of successfully migrating an ITIL and SIAM Service Desk from an incumbent supplier to a new supplier in a large, complex organisation.
  • 10. Demonstrate, with evidence, your organisation’s experience of successfully disaggregating a large ITIL and SIAM outsourced construct to smaller discrete services in a large and complex organisation.
Nice-to-have skills and experience
  • 1. Demonstrate, with evidence, your organisation’s experience of successfully delivering complex and large scale ITIL and SIAM migration projects in a UK Government context.
  • 2. Demonstrate, with evidence, your organisation’s experience of successfully implementing Cabinet Office guidance to exit and dis-aggregate monolithic outsource contracts in a UK Government setting.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
5
Proposal criteria
  • 1. Demonstrate experience and a proposal of how you will successfully and rapidly building up a new team and on-boarding them to an existing in-flight development programme?
  • 2. Demonstrate that the teams applied will have appropriate security clearance upon joining.
  • 3. Demonstrate a credible plan of how you propose to rapidly on-board a team with remote working and limited face-to-face contact.
  • 4. Demonstrate experience and a proposal of how you will successfully deliver ITIL capability and support to an existing in-flight project delivery team?
  • 5. Demonstrate experience and a proposal of how you will successfully deliver SIAM capability and support to an existing in-flight project delivery team?
  • 6. Demonstrate experience and a proposal of how you will successfully deliver ITIL capability and support to existing BAU teams?
  • 7. Demonstrate experience and a proposal of how you will successfully deliver SIAM capability and support to existing BAU teams?
  • 8. Demonstrate how you will successfully deliver both ITIL and SIAM capability and support, integrating with other suppliers, programmes and stakeholders?
  • 9. Describe your fully trained, qualified and experienced ITIL & SIAM process skilled team in support of this project.
  • 10. Demonstrate experience and a proposal of how you will successfully deliver “Transition Management” capability.
  • 11. Demonstrate experience and a proposal of how you will successfully deliver “Service Management” / SIAM coherence capability
  • 12. Demonstrate experience and a proposal of how you will successfully design, implement and populate a CMDB in the context of a Service Desk transition.
Cultural fit criteria
  • 1. Describe how you will work with our existing teams, artefacts and processes, getting the most from them, avoiding installing new approaches.
  • 2. Describe how you will provide support in a constructive, collaborative and insightful manner, without “laying down the law” within our project.
  • 3. Describe how you will provide support, coaching and mentoring to members of our Team.
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

5%

Price

35%

Questions asked by suppliers

1. Please can you provide an indication of the timelines for the next phase(s) of the procurement, in particular your expected timescales for submission of proposals and presentations.
The timelines for this requirement are racy.

Stage 1 feedback for all bidders, and proposal documentation for shortlisted bidders will be provided on 14 December 2020.
Proposals to be received by 6 January 2021
Presentations for this requirement will take place 18/19 January 2021.
2. Given the Capped Time and Material, please can you provide further details of how the pricing / rate card information needs to be presented in the proposal.
Rate cards allowing us to see how your pricing is made up, will form an Annex to the proposal document and will not be included in the word limit. The Authority require both a priced and un-priced copy of your proposal.
3. Is there an incumbent, will they be applying?
The current provider is CGI I have not discussed this procurement with them so can not advise on whether they will or will not be tendering.
Defence Digital operate fair, open and transparent tender processes, and bids are assessed purely on the information provided at each stage of the process.
4. Is MOD able to SC clear team members who do not currently hold that level of clearance?
The Authority will not be able to provide SC Clearances. SC must be in place prior to and for the duration of the contract.
5. How should we structure our 100 word answers to make our evidence as clear and focused as possible?
Please structure each answer to provide evidence of experience using the ‘STAR’ technique. ‘S’ Situation (set the scene), ‘T’ Task (describe the purpose), ‘A’ Action (explain what your organisation did), ‘R’ Result (share the outcome).
6. Are there specific supplier job roles that are required or is it up to us to propose these roles?
Suppliers down-selected to Stage 2 will be required to structure their proposal around the provision of the following job roles/functions:

Partner Operate Core Support:
• 1 x FTE (Full Time Equivalent) Assignment Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 1 x FTE Change Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 2 x FTE Configuration Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days each)
• 1 x FTE Continuous Service Improvement Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
7. Are there specific supplier job roles that are required or is it up to us to propose these roles? (continued part 2)
• 1 x FTE Event Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 1 x FTE Incident Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 1 x FTE ITSM Tooling 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 1 x FTE Knowledge Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 3 x FTE Service Management/SIAM 8 Feb 2021 – 31 Mar 2022 (maximum 293 days each)
• 7 x FTE Transition Management 8 Feb 2021 – 31 Mar 2022 (maximum 293 days each)
8. Are there specific supplier job roles that are required or is it up to us to propose these roles? (continued part 3)
Partner Operate Support Options:
• 1 x FTE Availability Management 8 Feb 2021 – 30 Sep 2021 (maximum 166 days)
• 1 x FTE Capacity Management 8 Feb 2021 – 30 Sep 2021 (maximum 166 days)
• 1 x FTE Configuration Management 8 Feb 2021 – 17 Dec 2021 (maximum 222 days)
• 1 x FTE Configuration Management 8 Feb 2021 – 26 Nov 2021 (maximum 207 days)
• 1 x FTE Configuration Management 5 Jul 2021 – 30 Sep 2021 (maximum 64 days)
• 1 x FTE Incident Management 5 Apr 2021 – 17 Dec 2021 (maximum 183 days)
9. Are there specific supplier job roles that are required or is it up to us to propose these roles? (continued part 4)
• 1 x FTE Incident Management 5 Jul 2021 – 26 Nov 2021 (maximum 105 days)
• 1 x FTE ITSM Tooling 8 Feb 2021 – 31 Mar 2021 (maximum 38 days)
• 1 x FTE Problem Management 8 Feb 2021 – 25 Jun 2021 (maximum 97 days)
• 1 X FTE Service Management/SIAM 8 Feb 2021 – 31 Mar 2022 (maximum 293 days)
• 1 X FTE Service Management/SIAM 8 Feb 2021 – 28 Jan 2022 (maximum 249 days)
• 2 x FTE Service Management/SIAM 05 Apr 2021 – 26 Nov 2021 (maximum 168 days each)
10. Are there specific supplier job roles that are required or is it up to us to propose these roles? (continued part 5)
• 1 x FTE Test SME 8 Feb 2021 – 30 Sep 2021 (maximum 166 days)
• 1 x FTE Test SME 8 Feb 2021 – 30 Jul 2021 (maximum 122 days)
• 3 x FTE Transition Management 8 Feb 2021 – 30 Sep 2021 (maximum 166 days each)
• 2 x FTE Transition Management 5 Jul 2021 – 30 Sep 2021 (maximum 64 days each)
11. Please can you confirm how you propose to evaluate the pricing element of the proposal.
You are to list each of the specific roles we have published in the CQs above and provide your day rate for each role. We will then take the day rate and multiply by the maximum days for that role (as published) and add them all together to give us your overall price.

T&S will NOT be taken into account when we evaluate the price element of your bids.
12. Please note the change to requirement number as below.
This requirement will now be DD/IT/SVCS/004 - OSM Partner Operate Resource Augmentation and NOT DD/IT/SVCS/008 - OSM Partner Operate - resource augmentation.
13. Please note the change of dates for feedback and start date below.
Due to the need for this requirement to commence earlier than planned the Authority has had to amend the timescales for this requirement;

Stage 1 - Debrief letters issued and proposal docs to shortlisted suppliers - 07 December 2020.

Proposals returned from shortlisted suppliers - 14 December 2020.

Debrief letters issued - 18 December 2020.

Contract Start Date - 11 January 2020.

There will be NO presentation required.
14. The time lines say 3x3 +1x1 but the description of roles run Feb to following march inclusive, so difference between 10 and 13 months. Please could you clarify?
We are placing a contract with a 13 month duration (Feb 2021 - Mar 2022). The DOS framework allows the contract a maximum duration of 24 months.

We are therefore are including the option to allow an extension if necessary. There will be 13 months confirmed work and 3x3 month options and 1x1 month option to take us up to a 23 month total.
15. The opportunity states – "No Company laptops that are not MOD authorised for use at Official Secret."

Is this Official or Secret?
Sorry it was a typo, it should read "Official Sensitive"
16. Many of the Essential Skills could be answered by one example programme. Will multiple programme examples strengthen a supplier's response/evaluations?
The important thing is to demonstrate possession of the Essential Skills. You should judge for yourself which example(s) best demonstrate them. If you feel multiple exaples demonstrate a bredth of experience you are free to use them, however bidders submitting a single example will not be disadvantaged.
17. Please can you confirm that the Work Histories will be required for each specified role, with the standard template (3 x 500 words).
Yes. We will require a work history for each specified role. Can you please mark the work history to clearly show which role they related to. Work histories will use the standard template and 500 work limit.
18. Given there is a need to respond close to the Christmas break could the Authority release the proposal templates early?
Please see Question 13. As you can see, the proposal documents will be released on 7 December.
19. Please can you confirm that 3 Case Studies will be required, using the standard (350 word) template?
Yes - that is correct.
20. As a new comer to the programme, it is hard to determine which roles require more experienced practitioners vs BAU day to day roles, please can you provide any further guidance? It would appear from the description and our basic understanding of the programme that a number of the roles need to be more experienced (e.g. SFIA Level 5/6).
The team required will be blended between SFIA level 2-5, the majority of roles we envisage would be at level 3-4.
21. Will there be an opportunity to raise any further CQs once the down selected bidders receive the proposal templates?
Due to the timescales of this requirement, there will be a small window of opportunity to ask further CQs during stage 2.
22. If bidders submit a team (set of work histories) that are not deemed to be experienced enough for the requirement could the bid be determined to be non-compliant?
We are looking for you to propose a team of suitably qualified people, the proposal will take into account your team structure and will provide us with the confidence that the balance across your team is suitable to deliver the requirement.
23. For the roles specified, it is open to supplier interpretation as to what level of seniority/skills-level is required (e.g. with SQEP/consultants likely to be more expensive than operational support roles). Are you able to provide further clarity to suppliers, so that there is a common interpretation of the requirement and a level playing field?
The reality of this requirement is that it requires a very blended team, it is up to the bidders to determine where the skills and expertise of their team lie. There is no requirement for everyone to be ‘Expert’ level.
24. Please can you specify how the pricing information should be provided in the Proposal, and whether it should include a full SFIA rate card?
Your pricing should be clearly laid out as an annex to your proposal in a table; Role & Day Rate.

Providing SFIA rate cards is not a requirement.
25. Will the Authority use the essential skills in the advert to evaluate the work histories? e.g. A highly skilled ITIL Problem Manager could score poorly if they have not been involved in a SIAM programme as opposed to a junior problem manager from a large SIAM programme?
The authority is looking for a blended team with the necessary skills. You do not need all team members to possess all skills. Each work history should be aligned with a specific role and marked up accordingly. We would only access that work history against the skill sets relevant to that particular post.
26. What do you mean when you say in the Summary of the work that “Options for further roles may be flexed on or off.”
The potential roles are listed under clarification questions 6, 7, 8, 9 and 10

The roles in 6 and 7 are CORE ROLES. These will definitely be needed throughout the contract duration

Roles in 8, 9 and 10 are Non-Core – while there is an expectation that they will be required, there is a possibility that some of these roles will not be required. You should assume that we will provide four weeks notice of a role being required and that each request for a non-core role will be for a set duration, accompanied by a defined work package.
27. If non core roles may not be required for some months, if at all, I cannot reliably assign a specific person and guarantee that they will fill that role. How can I provide CV under these circumstances?
CVs are required for the core roles (listed against clarification questions 6 and 7). For the non-core roles no CVs will be required at this stage – however a minimum of 2 CVs will be required during the first 2 weeks of the 4 week notice period. Where we deem necessary, we may ask that we carry out a suitability interview via phone before making an appointment.
28. Given that the non core work is of unknown duration, and may not even arise, how will the bids be evaluated in respect of price?
Core roles: You will provide a day rate for each role, bids will be evaluated based on day rate x no of days (listed in clarification questions 6 and 7)

Non Core roles: You will provide a day rate for each role, bids will be evaluated based on day rate x no of days (listed in clarification questions 8, 9 and 10). PLEASE NOTE that the days listed represent our best estimate of the likely maximum, and there is no guarantee that this level of work will be forthcoming. They are used purely to give us a basis of comparison
29. Is there likely to be a TUPE transfer of staff from the incumbent provider? if so, approximately how many, and what location are they mainly based (eg SW England)?
There will be no TUPE transfers.
30. The budgeted days, such 293 days for Feb-21 to Mar-22 duration, are unlikely to be consumed in specific roles, because of factors such as holidays. Is your intention to use these days purely for your price evaluation, and to be more flexible on how days and budgets are burnt when running the contract?
The days show represent the maximum possible duration and make no allowance for leave or sickness. They will be used for the purpose of price evaluation, but it is recognised that actual days consumed are likely to be lower.

Regarding flexibility, each role will be assigned one or more discrete work packages to complete, which will set out the number of days required, the deliverables/outputs expected and the delivery timescale
31. Please can you confirm that the maximum 8,607 person days is used purely for financial evaluation purposes, and is not expected to provide an evaluation price which falls within the £4.8M budget?
The days quoted represent the maximum possible duration and make no allowance for leave or sickness. Additionally some of the non-core roles may not be required (see clarification question 26). We are using them to provide a common basis of comparison to aid evaluation of the relative VFM of the bids.

On this basis it is understood that the evaluation figures may fall outside the £4.8M budget, however bidders should note that the budget cannot be increased. If it is necessary to forego switching on Non-Core roles to remain within budget, then we will do so.
32. In the answer to clarifications 10 it states 2 Test SMEs are required. Please can you clarify the main responsibilities of these two roles e.g. Are these roles pitched at the Testing Strategy & Planning level including applying specific expertise for OSM such as service desk migration and MSP migration, or at a lower level of Test tooling, test production and running tests (Tooling and operational/test automation) or Test SMEs who will interface with SIP/TSP, or manage acceptance testing?
The main responsibilities of the Test SME’s is to provide business process expertise during the OSM test phase using ITIL and ITSM experience. Applying this knowledge and experience to provide support and governance to team members ensuring the tests are being performed in line with the plan (time and content), managing status reporting and the management of any issues or failures to resolution.