HM Revenue & Customs

HMRC Employee Experience Interface Dashboard SR753611408

12 Incomplete applications

7 SME, 5 large

1 Completed application

1 SME, 0 large

Important dates

Wednesday 24 November 2021
Deadline for asking questions
Wednesday 1 December 2021 at 11:59pm GMT
Closing date for applications
Wednesday 8 December 2021 at 11:59pm GMT


Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
HMRC EPS are seeking a supplier to support the delivery of a coordinated measure of IT Performance Metrics and User IT Sentiment that HMRC SLT can engage with, monitor and improve on.
Latest start date
Monday 10 January 2022
Expected contract length
No specific location, for example they can work remotely
Organisation the work is for
HM Revenue & Customs
Budget range
£500,000.00 maximum

About the work

Why the work is being done
To support HMRC in it's goal of "Making HMRC a Great Place to Work", CDIO require a partner to help introduce an IT Employee Experience dashboard solution. HMRC currently do not have a clearly coordinated measure of Employee Experience of IT that BAU can engage with, monitor and improve on. The solution will eliminate that problem. The solution will use existing and/or new tooling to monitor, measure and improve employee experience of IT. Utilizing internal IT surveys and existing IT performance solutions, the dashboard will present HMRC Leadership with a consolidated view of colleagues' sentiment against established/agreed IT performance metrics. This requirement aligns with CDIO Business Strategy, specifically, their Business Plan for 2018-2023. Part of that strategy is to improve our customer service and delivery capability, further reduce costs and increase flexibility. This will be achieved by transforming HMRC's IT (including improving the user experience of IT) so its faster, larger and more advanced than many other Government Departments. This will be integral to the transformation of the wider HMRC estate. This piece of work must be completed by 31st March 2022.
Problem to be solved
HMRC do not currently have a coordinated measure of IT Performance Metrics and User IT Sentiment that HMRC SLT can engage with, monitor and improve on. The desired outcome is for the awarded supplier to bring industry best practices and high performing teams to work alongside our delivery and live service teams.
Who the users are and what they need to do
Enterprise Platform Services (EPS) EPS Performance Team will be primary users and owners of the service and are responsible for ensuring that HMRC IT Systems are running at optimal levels in measuring and improving HMRC employee experience of IT.

EPS Performance Team identify, define and embed ambitious performance standards, we will tell a meaningful IT experience story to BAU, we will identify efficiencies and measure benefits and we will leverage more from existing and new tooling. Aims are to measure employee experience of IT, engage with and listen to our employees, support and continuously improve our IT services in making HMRC a great place to work.

The service will also be available for colleagues throughout HMRC to access allow them to view the metrics and measurements that reflect this requirement.
Early market engagement
Any work that’s already been done
Pre discovery work has been completed - 'Accelerated Solutions Event' held. HMRC EPS has conducted a pre-assessment focused on evaluating our approach towards Employee Experience measurement against HMRC key business needs and vision.
Existing team
CDIO EPS has a mixed team including HMRC and RCDTS who work alongside teams of external contractors. The successful supplier teams will work in collaboration with existing capabilities. Supplier development teams will report to the Head of EPS Performance Team and delegated persons.
Current phase

Work setup

Address where the work will take place
The Supplier will be expected to work off-site with occasional visits to HMRC office locations. The primary office location will be HMRC Plaza 2 Telford, Ironmasters Way, Telford, TF3 4NT.
Working arrangements
The Supplier will be expected to work off-site using their own devices or, where business reasons require, HMRC equipment.

Use of Supplier provided devices is contingent on this adhering to HMRC's security policies.

The Supplier will be required to attend the Telford office location for a minimum of one day per week.
Security clearance
The Supplier will ensure all staff are BPSS checked.

Approximately 10% of resource will require SC clearance. Due to the short-term nature of the requirement, the Supplier will need to have SC cleared personnel prior to service commencement.

No offshoring of data or international resource shall be permitted.

Additional information

Additional terms and conditions
All expenses must be pre-agreed between the parties and must comply with the HMRC Travel and Subsistence (T&S) Policy.

HMRC Mandatory Terms will apply to the DOS 5 Call-Off Contract.

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 working with large data sets (within the last 2 years)
  • Evidence of collating information from various sources to produce a dashboard that can be used as a visual model and exported to create reports (within the last 2 years)
  • Demonstrate the ability to build a dashboard that can be easily maintained by the Authority once the delivery requirement ends
  • Evidence of knowledge transfer on a similar short-term project
  • Evidence of presenting data in graphical format (within the last 2 years)
Nice-to-have skills and experience
  • Example(s) of designing and delivering data from multiple data sources in an easily understood format.
  • Proven track record of working with large organisations to implement digital reporting solutions.
  • Knowledge of Service Central and Nexthink

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Technical solution/Technical Capability
  • Approach and methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets the organisation's policy or goal
  • Estimated timeframes for the work as detailed within the requirements
  • How risks and dependencies have been identified and solutions have been offered to manage them
  • Knowledge embedding- ensuring successful handover prior to the end of the project
Cultural fit criteria
  • Be transparent and collaborative when making decisions
  • Have a no-blame culture and encourage people to learn from their mistakes.
  • Demonstratable culture of collaboration with customers and other suppliers
  • Formalise a risk management approach
Payment approach
Fixed price
Additional assessment methods
  • Case study
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there an incumbent supplier?
There is no current incumbent supplier providing a solution.
2. Can you kindly elaborate what does Service Central and Nexthink indicate and where is it used ?What is the underlying technology for Service Central and NExThink?
Nexthink and Service Central (ServiceNow) are IT monitoring and reporting tools procured by HMRC. Details of tools functionality can be found via attached links
3. Who are the incumbent suppliers and do they have exposure to Service Central and Nexthink that is being demanded for new Suppliers?
There is no current incumbent supplier providing a solution
4. Which team members will be on the application review panel?
HMRC is unable to share this information.
5. In the Overview section of the DOS Opportunity page it says “Location – No specific location, they can work remotely”, where as in the Working Arrangements section it says “The supplier will be required to attend the Telford office location for a minimum of one day per week”. Can you please confirm which of these is the requirement?
Personnel will be able to work remotely but will be required to attend the Telford office location for a minimum of one day per week.
6. In the Security clearance section it states “No offshoring of data or international resource shall be committed”. Can you confirm whether these international resource restrictions apply to those resources who are not managing HMRC data?
We can confirm that the international resource restrictions do not apply to those resources who are not managing HMRC data

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