This opportunity is closed for applications

The deadline was Wednesday 8 March 2017
The Home Office Digital Data and Technology (HO DDaT), Live Services

HO DDaT ServiceNow Augmentation and Burst Capability

5 Incomplete applications

3 SME, 2 large

5 Completed applications

2 SME, 3 large

Important dates

Wednesday 22 February 2017
Deadline for asking questions
Wednesday 1 March 2017 at 11:59pm GMT
Closing date for applications
Wednesday 8 March 2017 at 11:59pm GMT


Summary of the work
Third party supplier to augment the Home Office ServiceNow team with in-depth skills and “burst” capability:

- access skills which the Home Office does not currently have in place


- provide additional development capability to meet planned timescales for Service Integration and Management (SIAM) implementation within the Home Office.
Latest start date
To start onsite with appropriate clearances as soon as practicable, ideally 20/03/2017.
Expected contract length
18 -24 months
No specific location, eg they can work remotely
Organisation the work is for
The Home Office Digital Data and Technology (HO DDaT), Live Services
Budget range
Project requires specialised capability uplift for the Home Office and implementation of specific ServiceNow functionality.

Suppliers should assume the following when sizing the opportunity:

- Lot 1 (specialist skills augmentation): Assume that x2 FTE will be required for 12 months. The blend of skill sets required to support the Home Office will vary over the term of the contract
- Lot 2 (burst capability): Assume that the Home Office will let at least two (2) work packages under this contract over the next 12 months requiring a minimum of x4 developers for each work package for that period.

About the work

Why the work is being done
The Home Office will complete its first phase of set up of SIAM capabilities by 31/3/2017.

Over the following twelve months continued development of the Home Office SIAM capabilities, including additional development of ServiceNow is planned.

The Home Office has some internal ServiceNow capability. To meet planned timescales additional ServiceNow configuration capability is required. This will include access to specialist ServiceNow skills and domain experience to assist the Home Office deliver additional functionality to support the Home Office service operations.
Problem to be solved
Lot 1 – Specialist Skills Augmentation
The Home Office will continue to develop its own in-house ServiceNow capability. In order to do this the Home Office would like to access specialist skills from the market to reduce the time and risk required to develop our ServiceNow capability.

Lot 2 – Burst Capability
- The Home Office currently plans to rapidly implement additional SIAM capability. This will require a requisite rate of ServiceNow configuration over and above the current in-house capability and New Functionality which needs to be added to the current implementation of ServiceNow
Who the users are and what they need to do
ServiceNow is used to support IT Service Operations across the Home Office. Users of ServiceNow include:

- End users accessing the Service Catalogue;
- Service Operations management, using the data in ServiceNow to manage IT service provision; and
- Service Operations staff supporting key ITIL processes;
Early market engagement
Any work that’s already been done
Following ITIL functionality has been implemented in ServiceNow:

- User contact management;
- Incident;
- Operational Change;
- Problem;
- Service Catalogue;
- Service Request Management; and
- an Initial CMDB

The version of ServiceNow implemented is Helsinki, patch version 5 with an upgrade to patch version 7 due shortly.

A number of assessments of the current implementation have been undertaken both by ServiceNow from a best practice coding perspective and from a SIAM maturity perspective. These reports will be available to successful suppliers to help them undertake due diligence and plan and estimate work packages let under Lot 2.
Existing team
The Home Office has a limited ServiceNow team in place. This team is being expanded through additional recruitment and will be supplemented by the successful supplier(s) under this contract.
Current phase
Not applicable

Work setup

Address where the work will take place
Offsite and HO locations when required such as Manchester,2 Marsham Street, London and Croydon.

Occasional travel to other Home Office locations may be required.
Working arrangements
Offsite working plus Co-located with other Home Office ServiceNow resources when required
Security clearance
SC Security Clearance is required to operate on this project. Must hold or be willing to undergo security clearance (SC)

Additional information

Additional terms and conditions
Standard DOS framework and call-off terms and conditions.

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
  • - Product Management
  • - Sprint planning
  • - Running an Agile process
  • - Leading a ServiceNow configuration team:
  • - Knowledge of ServiceNow configuration approaches
  • - Test planning
  • - ServiceNow support best practice
Nice-to-have skills and experience
  • - Integration of secure standalone ServiceNow instance with cloud based version of ServiceNow
  • - Use of ServiceNow to provision devops environments
  • - Configuration of Enterprise SecOps to support implementation of a Cyber Security Operations centre

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • - The Match to the essential skills and experience outlined above;
  • - Proof of past experience where the supplier has successfully applied the essential skills and experience required in this DOS request;
  • o Case studies
  • o Examples and demonstrable experience
  • - Demonstration of relevant experience in implementing ServiceNow to support related IT service operations, including:
  • o implementation of ServiceNow to support a SIAM service operation; and
  • o implementation of ServiceNow to support a service operation which has achieved external certification, specifically ISO/IEC 20000
Cultural fit criteria
  • - Past experience of working within the Public Sector;
  • - Ability to provide ServiceNow resources in Manchester
  • - Number of each type of ServiceNow resource within the Supplier’s organisation.
  • Ability of the Supplier to match the Home Office Values, which are:
  • - Commitment to excellence;
  • - Open and collaborative team approach;
  • - Flexible working;
  • - Commitment to team working;
  • - Shares skills and knowledge.
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. What is the maximum budgeted rate expectation for these resources? The specification quotes ability to work offsite, but also mentions "Start onsite". Which is the main site.? What % of Offsite working is acceptable/required? With multiple site locations, what is the significance drawn to the ability to provide ServiceNow resources in Manchester?
Suppliers are expected to propose the rate that they deem appropriate for the requirement.
• The main HO ServiceNow team will be based out of Salford.
• There is an expectation that the work will be a mix of onsite and offsite working, exact working arrangements will be agreed nearer the time, but as an approximate at this time work on 50/50
2. 1. What will be the Roles and responsibilities for "Lot 1" "Specialist Skills Augmentation " resources.
2. Will they be doing configuration and development of Service now
3. Will they be working on enhancement tickets.
4. Will they be doing support for incidents/break fixes
1.Product Management
Sprint planning
Leading a ServiceNow configuration team
Knowledge of ServiceNow configuration approaches
Test planning, including
ServiceNow support best practice

2. Potentially if that is the specialists skill that you are supplying. Please note that we would expect this type of resource to be helping the HO build capability in service now development and these resources will not be purely body shop development resources.

3. We would expect to include any enhancement tickets within a discreet package of work and do not expect the supplier to be working on ad hoc enhancement requests

4. No
3. What will be the roles and responsibilities for "Lot 2" "burst capability" resources as part of work packages
We would expect the supplier to undertake discreet developments on ServiceNow. The supplier will provide the skills to undertake this type of work.