The Nursing and Midwifery Council

Transformation Implementation Partner

Incomplete applications

8
Incomplete applications
5 SME, 3 large

Completed applications

12
Completed applications
8 SME, 4 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 5 April 2017
Deadline for asking questions Wednesday 12 April 2017 at 11:59pm GMT
Closing date for applications Wednesday 19 April 2017 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Implementation of Microsoft Dynamics 365 on an Azure platform.
Delivery of a new Omni channel Contact Centre.
Improvements to digital front end delivering channel shift through automation and self-serve.
Development and Implementation of a Data migration strategy.
Delivery of a programme of change to transition the organisation onto new technology.
Latest start date 19-Jun-17
Expected contract length 2 years
Location London
Organisation the work is for The Nursing and Midwifery Council
Budget range The NMC have obtained relevant approvals and apportioned appropriate budgets for the end to end full life cycle delivery.

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Nursing and Midwifery Council (NMC) regulate nurses and midwives in England, Wales, Scotland and Northern Ireland. We exist to protect the public. We set standards of education, training, conduct and performance so that nurses and midwives can deliver high quality healthcare throughout their careers.

To deliver our corporate strategy and Target Operating Model (TOM) the NMC have initiated a Transformation programme with the ambition of becoming a more modern, dynamic and efficient regulator.

We are seeking to form strategic partnerships for the delivery of technology enabled capability to support us in meeting and exceeding our ambitious objectives and targets.
Problem to be solved The current NMC requires a fundamental programme of change, in order to deliver our strategy to become a leading regulator in the health sector.

Our transformation programme will therefore need to encompass:

• Workforce, people and culture
• Accommodation and location
• Business and technological transformation
• Strategic collaboration.

To achieve this we will need to:
• Invest in data and intelligence capability
• Develop 21st century IT and business capability to transform how we work
• Establish a new operating model with an omni channel Contact Centre with customer centricity that enables our public protection remit
Who the users are and what they need to do At the highest level the users will be our stakeholders:

• The Public
• Education Providers
• Registrants - Nurses & Midwifes
• Employers
• Other Regulators
• Central Stakeholders.

Within the NMC all staff will be users in some capacity, whether that is as a CSA using new telephony or creating cases in CRM Dynamics or Communications updating Web content, through to end users of desk top services.
Early market engagement We have engaged with a number of suppliers through pre market engagement

• To learn more about the processes we should expect to follow when implementing MS Dynamics
• To acquire input on questions that should go into an RFP that will enable us to identify a successful implementation partner
• To understand what information the NMC should provide in an RFP to ensure suppliers comprehensively understand our needs
Any work that’s already been done We have completed the following:

• Vision & Strategy for the NMC
• Target Operating Model
• IT Strategy - which specifies Cloud first and Microsoft suite
• Enterprise Architecture - Operating Model
• Business Capability Model
Existing team The Supplier will work with a blended multi-disciplined Transformation Team which includes but is not limited to:
Programme Manager,
PMO,
Change Lead,
Communications Lead,
Solution Architects,
Project Managers,
Business Analysts,
Service Users.

Additionally, the Partner will be required to work with NMC's existing incumbent partners/suppliers.
Current phase Not applicable

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The Nursing & Midwifery Council, 23, Portland Place, London, W1B 1PZ.

The NMC also have offices in Edinburgh, Cardiff and are likely to take additional office space in Manchester. It may be a requirement throughout the contract for the partner to attend or work from any of these locations.
Working arrangements We wish to form a true Partnership approach, delivering in a collaborative way.
We will require our partner(s) to co-locate with our own Transformation team and work alongside the NMC and its current and future suppliers/partners.
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions It is anticipated that additional NMC specific Terms and Conditions will be added to the standard call off contract. Full details of any such additions will be included within the RFP.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Demonstrate experience of implementing Microsoft Dynamics CRM as a MS Managed Partner for greater than 5 years
  • Demonstrate experience of delivering no less than 5 MS Dynamics full life-cycle implementations from mobilisation to post go-live stabilisation, covering business critical systems inclusive of, not limited to, CRM.
  • Have No less than 10 MS Dynamics CRM certified Professionals from 2015 onwards
  • Demonstrate experience of migrating legacy on premise systems to an MS Azure Platform
  • Demonstrate experience of rescuing programmes/projects started with another supplier
  • Have the capacity to start programme mobilisation 19 June 2017
  • Demonstrate experience of at least 3 implementations that included, the establishment of contact/call centres using web/ digital.
  • Demonstrate evidence of projects where your business process/ business led design and expertise has led a technology enabled implementation
  • Demonstrate experience of managing programmes/projects involving behavioural cultural change
Nice-to-have skills and experience
  • Previous experience of having worked with a Regulator
  • Strong experience of delivering programmes in-line with the Government Digital Service’s Design Principles and Digital Service Standard

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 9
Proposal criteria
  • Significance and Quality of evidence supplied to meet the essential skills and experience
  • Fit to NMC culture
Cultural fit criteria
  • What is your approach to working within a regulatory body?
  • What does true partnership mean to you within a programme of multiple stakeholders and providers?
Payment approach Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

55%

Cultural fit

20%

Price

25%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Is there an incumbent supplier(s) currently working with the NMC on this transformation? We have had some consulting support from 2 suppliers in the development of the IT strategy & the early Mobilisation Phase of the Programme. This consultancy support is not being considered for the Transformation Implementation Partner role.
2. Is there any impact of IR35 on this piece of work? Every contract will need to be reviewed to determine its IR35 status. This will be conducted once a draft contract has been agreed. Due to the specialist nature of this work and key deliverables, we would expect, but cannot confirm, that it will fall outside the scope of IR35
3. Please tell us more about the bidding process? Would you require a proposal at this stage or only from the shortlisted suppliers? Based on the responses from the Digital Marketplace to meet our key capabilities, we will select 9 for a full Tender process. From the shortlisted suppliers we will then expect a proposal with more detailed responses to Technical, Cultural Fit and Price questions.
4. What are the channels for the Omni-channel contact centre? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
5. What are the channels for the Omni-channel contact centre? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
6. Is hosting on Azure the only option? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
7. What integration points are there with existing or legacy systems/existing communication channels? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
8. What is the rough estimate of internal users/potential breakdown of user roles? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
9. How do the users work, i.e. do they have private computers, share computers, shift based rotation of users? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
10. Has consideration to GDPR/GDA been considered - what is the nature of the personal data that will be contained by the system? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
11. How much GDS consideration has been given, have any early GDS talks begun? Please note that at this stage we are looking for replies that demonstrate a potential partner’s fit to our essential and nice to have criteria. For those that are subsequently selected to go onto the shortlist, a comprehensive RFP will be issued. Information within the RFP will enable this question to be answered.
12. What time on Wednesday 12 April should clarification questions be submitted by? And at what time on Wednesday 19 April should responses be submitted by? Clarification Questions will need to be published by 23.59 on Wednesday 12th April; Responses should be submitted by 23.59 on Wednesday 19th April
13. Has the NMC Transformation Team described already been established? The core NMC Transformation team is in place; additional team members will be joining in the next few months.
14. Have any Business Analysis activities been completed to elicit detailed requirements for the solution? There have been a number of exercises to scope the broad programme requirements and IT landscape. Some business analysis work has been completed to define high level solution requirements. These will be made available as an appendix within the RFP document, together with a high level Business Capability Model.
15. Will you be maintaining existing investment in the current Call Center (IPCC) technology? If so do you expect to re-architect the solution so as to include new web/digital technology additions? We intend to work with our existing and new partner to review current IPCC technology to ensure it meets our future requirements. We would consider a full re-design and deployment if required and it is expected that there will be an interface with web/ digital.
16. Have any target completion dates or critical milestones been identified? There are target completion dates and critical milestones. These are all referenced in the RFP and will be available to potential short listed partners.
17. The Digital Market Place identifies a new target operating model will be implemented, has this target operating model been defined? A new Target Operating Model has been defined. An outline of it will be available in the RFP to potential short listed partners.
18. What is the location(s) of the Contact Centre and approximate number of staff? A new location of Manchester has been agreed for the Contact Centre. The exact number of staff in the new Contact Centre will be determined through detailed design; it is likely to be a team of circa 80.