Awarded to Ernst & Young LLP (EY)

Start date: Wednesday 12 January 2022
Value: £832,000
Company size: large
National Highways (previously Highways England)

ITIP0245 - Digital for Customers – Conceptual Design

16 Incomplete applications

10 SME, 6 large

19 Completed applications

6 SME, 13 large

Important dates

Wednesday 22 September 2021
Deadline for asking questions
Wednesday 29 September 2021 at 11:59pm GMT
Closing date for applications
Wednesday 6 October 2021 at 11:59pm GMT


Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
National Highways - Digital for Customers – Conceptual Design: including solution and data architecture for information provision and exchange with 3rd parties and customers building upon existing data architecture infrastructure.
Latest start date
Monday 22 November 2021
Expected contract length
Until 31st March 2022 (plus optional extension)
No specific location, for example they can work remotely
Organisation the work is for
National Highways (previously Highways England)
Budget range
Maximum spend £832,000 exc. VAT.

About the work

Why the work is being done
Digital Roads are a strategic commitment made by Highways England as part of our RIS2 Strategic Business Plan (SBP) 2020-25. As the SBP states:

"Digital roads is a concept based on using connectivity, data and technology to improve the way the SRN is designed, built, operated and used. We will invest in our digital capabilities to drive fundamental shifts in the way we work across three core areas. This could lead to providing better information directly to customers based on real-time data, an increase in remote asset monitoring, and further efficiencies in project design and delivery."

Digital for Customers is one of three work packages that together comprise Digital Roads. The others are Digital Design and Construction (or Digital by Default), and Digital Operations. Our Digital for Customer ambition statement is as follows:

“Our customers will be more receptive to our information which will be easily accessible. They will be better informed, have trust in the information we provide and feel they are safe and in control of their journeys.”
Problem to be solved
We lack a consistent approach for communicating and sharing data with 3rd parties.

We are procuring an outcome-driven contract to aid our CDO and Architecture Services teams mature the design and roadmap for delivery of Digital for Customers (DfC). We expect this work to be completed within FY2021/22.

This work is for design only, the development and delivery to realise the overall outcomes of DfC will be procured following successful completion of this work.

Further details here:
Email for access.

The proposal assumes an intensive 20-week design period, resulting in the following artefacts:

• Use Cases and User Stories informed by work to date, and ongoing stakeholder engagement;
• Function and Non-Functional Requirements mapped to those Use Cases;
• Build out High-Level Design of Open Data sub domain for delivery of those Requirements;
• A Data Protection Impact Assessment to track and govern our use of customer data;
• Programme plan and Milestones mapped to the roadmap;
• An order-of-magnitude cost estimate and associated benefits for the delivery of the Programme;
• Indicative Work Breakdown Structure for the work;
• Policy document for Open Data and Digital for Customers Development Business Case that documents the above for approval.
Who the users are and what they need to do
This workstream should fulfil the following use cases:
• As a Customer Service Manager, I should have access to a single scalable platform for all customer insights and feedback.
• As a customer of National Highways (NH), I should have access to trusted information on road closures via the application of my choice.
• As a Freight or Logistic Operator, I should have access to trusted information from NH to help me to plan my work.
• As a NH Information Owner, I should be able to make clear decisions on how and when to share information with 3rd parties and the public.
• As the NH System Owner, I should be able to track usage and value of the open data platform.
• As a Traffic England user, I should be able to access timely information using a device of my choice.
• As a Connected/Autonomous Vehicle developer/user, I should understand how to interface with NH’s platforms for connected vehicles.
Early market engagement
Not Applicable.
Any work that’s already been done
To provide further context we have a bidder subsite:
Email for access.

We are not responsible for supplier-side access issues to the SharePoint site (e.g. M365/AD issues).

Please note the email address provided is for access to the bid site only. Any clarifications should be sent as normal through the Digital Marketplace portal.
Existing team
The winning bidder will need to work alongside existing Digital Services and Safety, Engineering & Standards (SES) teams.

This work will be managed on a day-to-day basis by NH’s CDO team.
Current phase

Work setup

Address where the work will take place
Remote - refer to 'Working arrangements'.
Working arrangements
Our business is located across the whole of England and so are our teams and suppliers. We would expect our supplier to work flexibly and be mobile when required, but also support remote working and the utilisation of collaboration tools. Subject to prevailing COVID restrictions, some co-location at the supplier’s offices would be helpful.
Security clearance
We expect all our suppliers to have BPSS as a minimum.

Additional information

Additional terms and conditions
Overall Weightings:

60% Technical:
• Essential = 5%
• Nice-to-have = 0%
• Proposal Q1-6 = 7.5% each
• Proposal Q7 = 10%

20% Cultural Fit:
• 5% each

20% Price: Shortlisted bidders will be provided with a rate card to submit with proposals at Stage 2. Weightings for each rate will also be confirmed at this stage.

Stage 2 criteria (technical and cultural fit) will be scored 1-10.

For clarity, this work is for design only. The development and delivery to realise the overall outcomes of Digital for Customer will be procured following successful completion of this work.

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
  • Designing public-facing, public-cloud data and operational technology platform services for public sector (or similarly complex organisations). Cite examples and outcomes.
  • Designing with security and information rights in mind. Pragmatically identifying information rights controls for information subject to GDPR and the NIS Directive. Cite examples and outcomes.
  • Valuing data as an asset. Identifying and resolving contractual and IPR implications of how/when public sector (or similarly complex organisations) should share data with 3rd parties and the public.
  • Development of use cases, user stories, personas, functional and non-functional requirements for public sector (or similarly complex organisations) public-cloud data services.
  • Creation of roadmaps, cost estimates, and benefits frameworks for public sector (or similarly complex organisations) public-cloud data services.
  • Successful large scale digital and data projects that your organisation has played a leading role in over the last three years.
Nice-to-have skills and experience
  • Transport / Infrastructure / National Highways sector experience
  • Connected/Autonomous Vehicle experience

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • How will you work with the CDO and Digital Services teams to agree a prioritised and deliverable backlog of work? How will you de-risk (cost/time/quality) the backlog? Cite experience. (7.5%)
  • How will you approach the delivery of the High Level Design? How will you create traceability between use cases, requirements, and design documents? Please cite experience. (7.5%)
  • How will you arrive at a pragmatic, viable approach to information rights and, create a meaningful Data Protection Impact Assessment, whilst working within our existing IT standards and guidance? (7.5%)
  • How will you identify a deliverable roadmap and a meaningful benefits framework to inform later stages of Digital for Customers? Please cite experience. (7.5%)
  • How will you approach the complex stakeholder environment, and ensure that stakeholder views are captured without being unduly led by any particular contingent? Please cite experience. (7.5%)
  • What will you hand back to National Highways? How will you help ensure that NH can support your solution in the long run? Where have you delivered lasting change? (7.5%)
  • Provide 2 case studies showcasing successful digital delivery for an infrastructure organisation. (10%)
Cultural fit criteria
  • How do you excite and engage construction and delivery-focused staff? IT staff? Supply chain? How/where have you made this work in the past? (5%)
  • How will you incorporate service design principles and design thinking into your work? How/where have you made this work in the past? (5%)
  • How do you see this work fitting within the context of the wider infrastructure and transport sectors? How does this project align with the values of your own business? (5%)
  • Provide evidence/examples of how you successfully collaborated with different suppliers and stakeholders in multi-disciplined, cross-functional team to deliver results. (5%)
Payment approach
Time and materials
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Could you clarify whether providing multiple examples is:

A) sought (or acceptable) across all essential/nice-to-have skills and experience areas;

B) only acceptable for essential skills and experiences 1 and 6 which appear to specifically request multiple examples/projects; or

C) not expected; only one example per essential/nice-to-have skill and experience area as per the subsequent DOS guidance.

Bidders should make best use of the word limit available at their own discretion. One or multiple examples are acceptable for any given answer. Answers will be scored in accordance with DOS guidance.
2. Do you have a public cloud platform preference?
Yes, Microsoft Azure.
3. Would you accept the Bid for SME with large financial services expsoure in providing Digital Cloud migration ?
4. Regarding the Nice-to have skills, can you please elaborate how SME with relevant experience can compete fairly against incumbent suppliers ?

Please specify the relevant skills in the industry that needs to be addressed.
We are open to SMEs who have provided resources into larger projects or programmes across sectors. It is common for large organisations or programmes to use suppliers of different sizes to perform different roles. For example, in National Highways we often use SMEs to provide delivery management, conceptual design, or strategic advice (e.g. act as 'client rep') on larger programmes.

There are no incumbent suppliers for this project.
5. Nice-tohave Skills:- Will you accept proposal from SME who do not have Autonmous vehicle or Highways experience ?
6. Does undertaking the design stage preclude a supplier from undertaking future development/delivery?
Should you be successful in being chosen for the Design phase that will not preclude you from bidding for any further, related, competitions.
7. Can you please advise the timelines of this procurement (e.g. shortlisted companies notified, anticipated contract award)? Also, can you confirm if shortlisted suppliers will have the opportunity to present?
An approximate timeline is as follows but may be subject to change:

• 6th October 2021 - Closing date for applications
• 7th-15th October 2021 - Stage 1 evaluations to identify shortlist
• w.c 18th October 2021 - Suppliers notified of outcome / feedback to unsuccessful suppliers
• w.c 25th October 2021 - Stage 2 tender period
• w.c 1st November 2021 – Stage 2 proposal evaluations (and presentations if required)
• Mid–November / start of December – Debrief and Award

It is expected that presentations will be required as part of the Stage 2 assessment.
8. Who from your team will be scoring applications for this opportunity and what positions do they hold?
The following people will be on the assessment panel:
- Chief Data Officer
- Team Leader - Connected and Autonomous Vehicles
- Head of Customer Service Delivery
9. Can you please advise the suppliers currently supporting the DaaS programme?
DaaS is a managed service on National Highway's tenancy currently run by BJSS Ltd. There are a range of other suppliers delivering projects using DaaS, including Deloitte, Sopra Steria, Valtech, Kainos, GHD, PwC, and Mott MacDonald.

For the avoidance of doubt, the information relevant to the Digital for Customers bid is contained here:

The DfC bidder subsite shares permissions with the parent SharePoint site,, so you will originally have received an invite to the parent site.
10. Is it mandatory to have onsite availability for the discovery or are you open to a completely remote discovery model?

We have a UK office/presence, but the best people for this project would be ‘near shore’ and covid restrictions remain challenging for ‘onsite’.
We are open to remote working, but would value the possibility of some limited in person contact.
11. Does question 1 seek evidence of “public cloud data and operational technology platform services” combined? Or examples of public cloud, of data services and a of operational technology services (e.g. IOT, RCM, roadside equipment management, traffic information services)?
We don't necessarily expect both items to be covered by a single case study. It is sufficient to demonstrate capability in public cloud and operational technology without the two having to have occurred simultaneously.
12. For questions 4 and 5, are non-public facing data services on public-cloud acceptable use cases?
Public-facing would be ideal, but non-public facing services can also be relevant.
13. For the avoidance of doubt, can we provide multiple examples to cover the individual points within a question, or is there a requirement for only 1 example that covers all points? In particular, Q1, ‘Designing public-facing, public-cloud data and operational technology platform services for public sector’.
Bidders should make best use of the word limit available at their own discretion. One or multiple examples are acceptable for any given answer. Answers will be scored in accordance with DOS guidance - "Suppliers are required to provide one example for each ‘skills and experience’ requirement".
14. In Q1, could you clarify what is meant by ‘operational technology’? For example, do you mean roadside operational technology?
Yes, roadside operational technology or reasonably equivalent (e.g. trackside).
15. Can you confirm the meaning ‘public-facing’ – do you mean general public (outside national highways) or end users in your own organisation?
The general public and/or other 3rd parties.
16. We anticipate we may partner for this work, but without sight of the tender we are not sure who may act as contract lead. Is it possible to change this at the second/proposal stage, or are we best to make two submissions – one in each of our names?
Please note that most of the Stage 2 tender information is available through the DOS notice and bidder subsite. Joint bids are acceptable (a buyer must agree to subcontracting or a consortium arrangement if successful). Please make this clear within one submission.
17. Considering question “Designing with security and information rights in mind. Pragmatically identifying information rights controls for information subject to GDPR and the NIS Directive. Cite examples and outcomes.”, please can you elaborate on the relevance of the NIS Directive in the context of this work?
National Highways are an Operator of Essential Services. The design of this work, particularly as it pertains to autonomous vehicles, should be undertaken with the NIS Directive in mind.

Refer to:
18. Are you content for suppliers to cite multiple examples for questions? For example, both the nice to haves would benefit from multiple examples to demonstrate breadth.
Bidders should make best use of the word limit available at their own discretion. One or multiple examples are acceptable for any given answer. Answers will be scored in accordance with DOS guidance.
19. For question at proposal stage “Provide 2 case studies showcasing successful digital delivery for an infrastructure organisation.” please can you elaborate on how you are defining an “infrastructure” organisation? And would non-infrastructure but otherwise highly relevant case studies be accepted as alternatives?
Infrastructure: material entities with some consistent form in both time and space, constitute the built environment (or, more broadly, the Anthropocene), and directly or indirectly provide a public service. This can include property and facilities, transport, utilities, telecoms, health services, law enforcement, military, agriculture, and other aspects of civil society.

We believe that this is a sufficiently broad definition that it is not necessary to consider case studies that do not fall within this definition. Ultimately we are an infrastructure organisation procuring infrastructure-related work.