This opportunity is closed for applications

The deadline was Thursday 6 July 2017
Ministry of Justice ('MoJ'):- Common Platform Programme ('CPP')

MoJ CPP - Production Service Delivery Function ('PSD')2

5 Incomplete applications

4 SME, 1 large

6 Completed applications

3 SME, 3 large

Important dates

Published
Thursday 22 June 2017
Deadline for asking questions
Thursday 29 June 2017 at 11:59pm GMT
Closing date for applications
Thursday 6 July 2017 at 11:59pm GMT

Overview

Summary of the work
You must Deliver: Application and Environmental Support Services (including monitoring, maintenance, upgrade, incident/problem resolution). >In service by by August_2017. It is recommended that you also review the companion 'Service Management' requirement (separate DOS opportunity).
Latest start date
Tuesday 1 August 2017
Expected contract length
12 + 12 months
Location
London
Organisation the work is for
Ministry of Justice ('MoJ'):- Common Platform Programme ('CPP')
Budget range
Our target average day-rate is £ 606.00
The guideline team size for the initial SoW is as per the Existing Team entry above.

About the work

Why the work is being done
Currently, HM Courts & Tribunals Services ('HMCTS') services are typically supported by high-volume, paper based processes. The Digital Transformation programme has several technical work-streams who's main objective is to develop efficient, proportionate and accessible digital services delivering access to justice via appropriate modern channels. The introduction of the new digital technology requires the establishment of a new technical support capability that will work with delivery teams in order to gain knowledge then take on the routine support of the new services.
Problem to be solved
Providing a Production Service Delivery function ('PSD'), you must deliver a number of separate services.
Deliver stable production services:
• IaaS
• Operating system and system software
• Application Management and support

To deliver this:
• Infrastructure Commissioning
• Incident diagnosis and fix
• Maintenance and patching
• Release management
Who the users are and what they need to do
Production Services:
The Production Services team are part of the HMCTS Digital Change Programme, working closely with the delivery teams to take on support of the new digital services before they are handed over to the Digital Change Directorate as they enter business as usual. The live operations team in the Digital Change Directorate use these services to ensure digital products and their platforms are available and perform well for Court Staff, users in the Criminal and Civil Justice system or members of the public.
Early market engagement
None.
Any work that’s already been done
As service owner, to achieve 100% service availability, I set service targets of: >Provide Application/Environment management/support on-site to core hours 08:00-18:00 Mon-Fri. >Conduct/record routine maintenance checks: all environments by 09:30hrs each working day+rectify/escalate issues. >Ensure 99.5% availability of each Production environment. >Quarterly patching on 100% servers (c400), firewalls+laptop management admin. 's (x50) >Respond to risks identified: planning/executing emergency patching >Respond to 100% incidents/alerts to: P1<15mins, P2<30mins, P3<1hr, P4<2hrs >Provide incident updates for 90% of incidents to: P1 <30mins, P2<1hr, P3<8 hrs, P4<25 hrs >Resolve 100% of P1 incidents >4hrs, P2 <6hrs, 90% of P3 incidents <12 hrs, P4 <35 hrs
Existing team
The existing PSD is a blend of internal staff and external contractors from a range of suppliers. The PSD will work with the delivery teams, existing services support service and business staff. Knowledge transfer from the delivery to support teams has been undertaken but you may be asked to review some existing contractors with a view to retaining their services/transferring knowledge. The current service consists of: - Senior Application Support Engineer - 5x Application Support Engineers - 1x Senior DevOps - 7x DevOps x 1, Technical Architect, x 1 BA, 1x DBA, 1x Project Manager.
Current phase
Not applicable

Work setup

Address where the work will take place
2 Southwark Bridge, London, SE1 9HS (the 'Base location', although some UK Travel may be expected or 102 Petty France London SW1H 9AJ or another London office location in 2018.. The authority may consider suppliers hosting project teams at their own premises. Any benefits offered by suppliers in this scenario should be reflected in the value for money section of the written proposal.
Working arrangements
The suppliers team will initially be required to work on-site at the base location working a five (5) day week. Core support house will be 08:00 to 18:00 Monday to Friday, less Public Holidays, during which an on site presence will be required. Outside of these hours there is a requirement for an Out of Hours On-call capability to respond to critical business services running 24/7.
Security clearance
All supplier resources must have Baseline Personnel Security Check (BPSS) clearance that is dated within three months of the start date. Clearance up to SC may be required. See https://www.gov.uk/government/publications/government-baseline-personnel-security-standard for further guidance.

Additional information

Additional terms and conditions
All expenses shall adhere to the Ministry of Justice standard Travel and Subsistence policy. Expenses to Base Location of works will not be paid, nor expenses within London M25 location. All reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed.

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
  • E1) Application & Environment management delivery service including product support & incident response (service sized to support 100k p/a min transaction digital production services).
  • E2) Application roll-out and management from an Agile production pipeline.
  • E3) End to end Issue ownership & management including Root Cause Analysis on issues arising.
  • E4) Automation of production platform products.
  • E5) Ensuring platform stability including using enterprise class monitoring tools.
  • E6) Using acquired organisational knowledge to make change recommendations for improving business processes.
  • E7) Enhancing services - transferring 3rd party product / product roadmap knowledge, making recommendations/planning & executing approved changes.
  • E8) Performing pre-prod/prod maintenance to a set schedule.
  • E9) Core_skills_1 > Agents of relevant experience with:- >Web and mobile products >APIs (internal and external use) >Applications developed for Microservice architecture
  • E10) Core_skills_2 > Agents of relevant experience with:- >Linux-like OS's including Java >J2EE >Postgress & PostgresSQL >Apache Tomcat >Garbage Collection >Firewalls >Zabbix
  • E11) Core_skills_3 > Agents of relevant experience with:- >Ansible >Container technologies ie Docker/Kubernetes >Jenkins & other CI tools >Application servers (e.g, Tomcat,Jetty,Wildfly) plus JVM toolset.
  • E12) Core_skills_4 > Agents of relevant experience with:- >Linux (Centos,Redhat or Ubuntu) >LAMP environment (mysql/postgress) with Apache,Nginx,HAProxy or similar > Python, Perl & Bash scripting
  • E13) Core_skills_5 > Agents of relevant experience with:- >Virtualisation and Cloud hosting >Cloud design Hypervisors,VM templates,networks,gateways,firewalls,site-to-site VPNs,load balancers >Monitoring/alterting, logs/reporting >SCM tools (e.g, Git, Mercurial) >Kibana/Logstash
  • E14) Core_skills_6 > Agents of experience with:- >Gerrit, Gitlab >MQ/ESB:RabbittMQ, MuleESB >NoSQL >Handling large data sets and scaling their handling & storage >Automated provisioning, deloyment and testing
  • WEIGHTING:- E1=2 E2=2 E3=1 E4=2 E5=1 E6=1 E7=1 E8=1 E9=1 E10=2 E11=2 E12=2 E13=2 E14=2
Nice-to-have skills and experience
  • N1) Relevant Microsoft Competencies (or equivalent): Cloud Platform Competency. Detail how this has previously benefited contract delivery. Ensure that you detail the relevance/applicability of any equivalent in your response.
  • N2) Relevant Microsoft Competencies (or equivalent): Application Development Competency. Detail how this has previously benefited contract delivery. Ensure that you detail the relevance/applicability of any equivalent in your response.
  • WEIGHTING:-N1=1 N2=1

How suppliers will be evaluated

How many suppliers to evaluate
5
Proposal criteria
  • R1) PSD Delivery. Detail your proposal for Application & Environment management service including product support & incident response (service sized to support 100k p/a min transaction digital production services).
  • R2) PSD Delivery. Detail your proposal for application roll-out and management from an Agile production pipeline.
  • R3) PSD Delivery. Detail your proposal for end to end Issue ownership & management including Root Cause Analysis on issues arising.
  • R4) PSD Delivery. Detail your proposal for Automation of production platform products.
  • R5) PSD Delivery. Detail your proposal to ensure platform stability including using enterprise class monitoring tools.
  • R6) PSD Delivery.Detail your proposal for using acquired organisational knowledge to make change recommendations for improving business processes.
  • R7) PSD Delivery. Detail your proposal for service enhancement inc. transferring 3rd party product / product roadmap knowledge, making recommendations/planning & executing approved changes.
  • R8) PSD Delivery. Detail your proposal for performing pre-prod/prod maintenance to a set schedule.
  • R9) PSD Delivery. Detail your proposal for conducting & recording routine maintenance checks of all environments before 09:00hrs each working day. Include issue rectification/escalation protocols.
  • R10) PSD Delivery. Detail your proposal for routine patching, emergency patching and general system security.
  • R11) PSD Delivery. Confirm that you work to the service level targets (see draft SoW [to be provided if shortlisted]). Detail the manner in which you will do so.
  • R12) Service Sustainability. Detail, your recruitment/screening processes for sourcing suitably skilled Service Agents including commitment to provide high calibre substitutes/replacements within 2 weeks.
  • R13) Service Sustainability. Detail the manner in which you will manage the addition, rotation & replacement/substitution of Service Agents without reducing team velocity and whilst minimising knowledge loss.
  • R14) Service Sustainability. Detail the manner in which you will ensure Service Agent retention, and minimise Agent churn.
  • R15) Commercial. Detail any value-add that you propose to deliver in terms of general benefit and also of cash value equivalent to HMCTS.
  • R16) PSD Delivery. We require your commitment to/affirmation that you will give due consideration to the incorporation of existing key team members into your service where reasonable and practicable.
  • R17) Pricing Submission:- Complete the provided sheet (to be provided on shortlisting). Assessment will be evaluated as per evaluation criteria %. (Lowest Price/Supplier Price) * 100 and published weighting applied.
  • R18) Provide 3 referenceable client-focussed case-studies for equivalent services. Present key elements of the delivered services in so far as they support your proposed delivery methodology (including any common Agents).
  • R19) Evidence your ability to stand up your proposed team by a) Providing CV’s for your team and b) Confirming their availability for the contract start date.
  • WEIGHTING:- R1=6 R2=2 R3=2 R4=2 R5=2 R6=1.5 R7=1.5 R8=1.5 R9=1.5 R10=2 R11=1.5 R12=1.5 R13=2 R14=2 R15=2 R16=1 R17=See text R18=3 R19=1
Cultural fit criteria
  • C1) Service Culture. Detail your approach to interfaces & problem solving in terms your interaction with multi-vendor teams across multiple projects at different locations.
  • WEIGHTING:- C1= 5
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

5%

Price

35%

Questions asked by suppliers

1. Please confirm 100% of P1 incidents are resolved < 4 hours rather than > 4 hours stated? Do service credits form part of the SLA?
This is a mechanism to measure performance and there are no penalty charges or service credits for this contract.
2. Given the existing PSD team work with several delivery teams, existing support services/business staff/suppliers, do the current SLAs take into account/have a mechanism for wait times dependent upon 3rd party actions.
Yes, the ITSM tool clock stops when an incident or problem is awaiting user/third party response. To allow for our new digital services maturing, the SLA is not currently end to end but we intend it be introduced as a deliverable for the supplier in the second year of the contract.
3. What authority will this team have to set/review quality and testing gates before accepting a service into live operation ensuring SLAs can be met.
There are documented release and transition processes with quality & test gates and a change process. The PSD team will be represented at appropriate stages with each.
4. Can you confirm what level of on-site presence HMCTS would envisage/prefer for the delivery of this service after transition?
The authority is open to the supplier proposing working from their own premises, currently the PSD team need to work onsite in order to interact with programme delivery teams, enable knowledge transfer and work effectively. Individual team members often work from any of the 3 locations to collaborate or even offsite; with the proviso that during core hours there is always an Application and Environment support engineer present to respond to issues or provide advice or assistance to delivery teams and management.